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Posts Tagged ‘texting’

iCarol to attend the National Sexual Assault Conference

iCarol Webinars

iCarol is thrilled to attend the National Sexual Assault Conference (NSAC) in Dallas, TX, June 7-9, 2017. Over the past few years, iCarol has helped more and more agencies working in the sexual violence support space, especially as the need to offer chat and text to survivors increases. We couldn’t be more honored to help these agencies in their missions, and make the work these vital agencies do easier, and save them time and money along the way.

For some, like the Cleveland Rape Crisis Center, the agency is focused on sexual violence prevention and survivor support. For many other iCarol clients, sexual violence support work is part of a multi-faceted agency.

In particular, providing survivors options for texting and live chat during the crucial hours following a sexual assault ensures they have options other than calling on the phone to reach out to the supporting agency. Many survivors have questions about getting a SANE nurse exam, or need support. Some agencies even explain how an advocate can meet the survivor at the hospital and explain the processes over text messages or live chat. In many states, the sooner evidence is collected in an exam (often within 72 hours), the better. The support work for survivors surely does not end there.

Here are a few other highlights of iCarol’s work with sexual violence support agencies:

    Ensure hours/funding are accounted for and seamlessly administer and track:
  • Advocate/SANE hospital & mobile responder activities
  • Outreach/presentations at schools, events, training
  • Case worker/advocate follow-up — no one gets missed

  • Instant reporting for funders:
  • Advocate and staff training hours & certification (also with expiration alerts to staff)
  • Monthly & quarterly reporting of interactions (calls, chat, text, in person), stats built right in

  • Better volunteer/advocate/staff shift attendance:
  • Clear and web/mobile accessible organized schedules
  • Seamless tools for volunteers to get help to fill a shift
  • Text and email reminders about upcoming shifts

The conferences is “A Conference for People Who Want to End Sexual Violence,” according to their website. It also states: “The purpose of the conference is to provide a national training opportunity for 1,500+ workers from rape crisis centers, state sexual assault coalitions and other allies (medical professionals, law enforcement, campus rape crisis programs, public health department workers, and others) from across the United States and its territories.”

If you are going to be at the conference, please stop by the iCarol booth! Have questions or want to set up a time to meet? Please !

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An update on Call Report Form and Messaging Enhancements

multi channel

In December of 2016, iCarol announced a suite of enhancements for call report forms and Messaging. These enhancements include the following benefits:






  • Greater Productivity
    • Faster completion of forms
    • Faster onboarding of new volunteers and staff
    • Quicker geographic suggestions
  • Widen your volunteer pool
    • Improved accessibility
    • User friendly interface
  • Improved Connection to Help Seekers
    • Faster delivery of chat and text messages
  • Better Documentation
    • Report form opens with chat or text conversation
  • Quicker, more accurate referrals
    • Improves outcomes
    • Streamlined, powerful resource search tools

For more information about the enhancements, please refer to the Help page in iCarol, by clicking Help in the left hand menu. There are two documents and a training webinar available in the “New” section of the Help page with information about the enhancements.

It is our goal to upgrade all clients to the new version of the call report form and Messaging by the end of 2017. Therefore, this upgrade is mandatory, and all clients will be upgraded. We began this work by sending out a survey to iCarol Admins which asked which quarter they would like to be upgraded in. We used the responses to this survey to begin scheduling clients for the upgrade. Those who did not respond to the survey have also been scheduled for the upgrade. The timing of the upgrade for each client is based on the features they are using in their call report forms. Not all features are available in the new version of the call report form yet, but these features will be added throughout the year.

iCarol staff will be in close communication with clients who are being upgraded, and will provide all the information needed to successfully complete the upgrade. Timely responses from clients throughout the upgrade process would be greatly appreciated so the upgrade can proceed in an efficient and effective manner. Clients will be informed of when the upgrade will occur, and if the timing does not work for them, they can request to be rescheduled for a later date. Please be aware, we will do our best to re-schedule clients to a time they request, but we cannot guarantee this. We must balance the requests with the availability of iCarol staff to complete the upgrade.

For those not using Messaging, and therefore only upgrading call reports, and those using Messaging with Messaging portals (please note, call reports not related to Messaging will also be upgraded at the same time), the upgrade process will proceed as follows:

    1. During each month in 2017, iCarol will send an email to all clients scheduled to be upgraded the next month.
    2. A case will be created by iCarol staff to track the upgrade process.
    3. A member of the iCarol Support team will respond to the case and provide the following information:
      a. Which week the client is scheduled for the upgrade
      b. Where to find information about the enhancements
      c. Which forms, if any, are ineligible for the upgrade, due to special features which may not be available in the new version of the call report form yet
      d. Information about adding demo forms to the client system
    4. A member of the iCarol Support team will add demo forms to the client system. These demo forms will be copies of the client’s call report forms, upgraded to the new version of the call report form.
    5. A member of the iCarol Support team will respond to the case when the demo forms are added. The demo forms will allow clients to preview and play with the new version of the call report form prior to completing the upgrade. They can also be used to train staff and volunteers on the new version of the call report form.
    6. A week prior to the upgrade week, a member of the iCarol Support Team will respond to the case with the exact date the upgrade will be completed.
    7. On the day of the upgrade, the upgrade will be completed, and the demo forms will be deleted. A member of the iCarol Support team will respond to the case to indicate the upgrade is complete. If there were call report forms not eligible to be upgraded, iCarol staff will reach out later in the year to schedule the upgrade of these forms.

For those using Messaging without Messaging portals, the upgrade process will be a little different. Please note, call reports not related to Messaging will also be upgraded as the same time. The upgrade process will proceed as follows:

    1. During each month in 2017, iCarol will send an email to all clients scheduled to be upgraded the next month.
    2. A case will be created by iCarol staff to track the upgrade process.
    3. A member of the iCarol Support team will respond to the case and provide the following information:
      a. Which week the client is scheduled for the upgrade
      b. Where to find information about the enhancements
      c. A detailed list of steps to upgrade to Messaging portals
      d. Specific questions that the client will need to answer so the iCarol Support team member can begin setting up Messaging portals. Please note, the process cannot continue until these questions are answered, so it is very important that a timely response be sent.
    4. Once the answers to the specific questions noted above are received, the iCarol Support team member will begin to set-up Messaging portals in the client system. Once completed, they will respond to the case with instructions on the next step in the process which the client will need to take, which is to assign Vols-Staff member to Portal Programs.
    5. Client assigns Vols-Staff to Portal Programs, and responds to the case to let the iCarol Support team member know they have completed the task. Again, the process cannot proceed until the iCarol Support team member receives confirmation that this task is complete.
    6. Once confirmation of the task outlined above has been received, the iCarol Support team member will complete the set-up of Messaging portals.
    7. The iCarol Support team member will respond to the case and provide instructions on next steps, which include:
      a. Setting up Shifts for Portal Programs
      b. Updating website with new URL(s) for Messaging
      c. Editing Standard Messages
      This response will also include which week the upgrade process will be completed in, and information about adding demo forms to the client system.
    8. A member of the iCarol Support team will add demo forms to the client system. These demo forms will be copies of the client’s call report forms, upgraded to the new version of the call report form.
    9. A member of the iCarol Support team will respond to the case when the demo forms are added. The demo forms will allow clients to preview and play with the new version of the call report form prior to completing the upgrade. They can also be used to train staff and volunteers on the new version of the call report form. If there are call report forms that are ineligible to be upgraded at this time, these will be noted in this response.
    10. A week prior to the upgrade week, a member of the iCarol Support Team will respond to the case with the exact date the upgrade will be completed.
    11. On the day of the upgrade, the upgrade will be completed, and the demo forms will be deleted. A member of the iCarol Support team will respond to the case to indicate the upgrade is complete.

If there were call report forms not eligible to be upgraded, iCarol staff will reach out later in the year to schedule the upgrade of these forms. If there are any questions about the upgrade process, please feel free to submit a case to the iCarol Support Team via the online case management system, accessed by clicking Help in the left hand menu in your iCarol system.

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Celebrating 2-1-1 Day

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Each year, February 11th is celebrated as 2-1-1 day throughout North America.

2-1-1 is an easy-to-remember three digit number, but unlike 4-1-1 for directory assistance or 9-1-1 for life-threatening emergencies, the focus of 2-1-1 is to provide people with comprehensive information and referral to various human services in their communities.

Rather than spend hours of frustration going it alone calling around to various agencies or surfing the web, help-seekers can make 2-1-1 their first call for assistance and speak to a trained specialist that can spend time evaluating their needs, educating them about resources, and then connect them with the appropriate services. These 2-1-1 agencies widen their reach by making their services available via chat, texting, and integrating their well-curated database of resources into their website. They also build partnerships with other providers by sharing their resource information and making it available to collaborators in a multitude of ways. Of course, iCarol is delighted to help a large percentages of 2-1-1s across Canada and the United States tap into these tools and innovation to help their communities.

iCarol is proud to be working with so many 211 providers whose organizations provide a vital service to their communities by connecting millions of people to essential services each year. If you work at a 2-1-1 and celebrated this day at your helpline, whether it’s just a small occasion or large outreach event, we want to hear from you! Send your stories and photos to so we can feature them on our blog and share your experiences with our readers and recognize your helpline.

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Using the Report Incident Tool to Report Issues with iCarol Messaging

chat vs text

In response to the increased use of alternate communication channels for help seekers, many iCarol clients are adding Messaging to their iCarol systems. Using Messaging, you can communicate with your help seekers via chat or text. As with other areas of iCarol, sometimes issues can arise that require making a report to the iCarol Support Team. The preferred method to communicate with the iCarol Support Team is to submit a case via the Online Case Management Tool. Please click here for more information on how to submit a case. When the issue is in regards to iCarol Messaging however, there is another tool that we encourage you to use to report issues with this area of iCarol.

Chat window incident report

This tool is called the Report Incident Tool and is found at the bottom of the counselor’s screen when addressing a Messaging conversation.

Any user can us this tool to report an issue. When one clicks Report Incident, a small form will appear in a pop-up window. Please enter a concise Subject that describes the issue, and then use the Description text box to further describe the issue in as much detail as possible.

Chat incident report

Once the security code is entered, and the “Report Incident” button clicked, a case will be created and sent to the iCarol Support Team. This case will also appear in the Online Case Management tool. All cases created in this manner are named “Messaging Incident #xxxx: Subject”. For example, the name of the incident shown in the screenshot above might be “Messaging Incident #2650: Strange symbols appearing in chat conversation”. The case will be appropriately attributed to your agency. The first available member of the iCarol Support team will respond to the case and begin the investigation of the issue.

The benefit of submitting Messaging cases in this manner is that this tool conveys additional details about the specific Messaging conversation the user was addressing that helps the iCarol Support and Technical teams immensely when investigating issues. Some of the details conveyed include browsers being used, platforms being used, and whether the visitor was using a mobile device. The details can be extremely helpful in investigating and ultimately resolving an issue. This quick and easy to use tool can be a benefit to you by conveying details “in the moment” so they are not forgotten. It can cut down or eliminate conversations or emails between the user who experienced the issue and an Admin user who wants to report the issue to iCarol Support. It can also mean that issues are reported faster, which could lead to faster investigation and resolution of the issue.

As always, if you have any questions about the Report Incident tool, or anything else, please do not hesitate to contact the iCarol Support team!

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Going beyond “Calls” – We need your input

helpline call chat text

More than a decade ago when iCarol was first created by two helpline volunteers, Neil and Jackie McKechnie, helpline work was very much based in serving people via the phone. And the phone remains a method of communication to this day for helplines all over the world.

Over the years though, as new technologies grew in popularity and availability, people increasingly turn to channels like chatting, texting, or connecting with services through websites. And helplines need to embrace these new channels to stay relevant and reach more people. The flexibility in iCarol enables helplines to capture important information regardless of the type of contact — our Call Report Forms are used to collect data on interactions, whether they happen over the phone, online, via text, or even at in-person visits from mobile crisis teams or walk-in clinics. But some of the verbiage inside iCarol still centers around calls as a primary service, like the main Calls page, Call reports, and Caller Profiles.

We know that many helplines have expanded services beyond the phone, and that iCarol plays an important role in your documentation of all channels. For that reason, we are considering a name change for the “Calls” section of iCarol to better describe what you do and how you use these features. Please take 2 minutes to give your input about this by taking a brief survey.

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Following year anniversary of services, ONTX shares data

chat vs text

Ontario Online and Text Crisis Services program (ONTX) recently marked a year of service to their communities, and shared data with constituents in their latest newsletter. In the report they describe response to the program as “overwhelmingly positive” while allowing contact with many individuals who otherwise would not have reached out for help.

Some key findings:

  • Total chats and texts: 8,921
  • 75% of visitors were under 24 years old, while that same demographic makes up a very small portion of their phone callers
  • Over 200 specialists trained to take chats and texts
  • They receive an average of 5 suicide-related contacts each time the service is open
  • More than half of visitors said that in the absence of an online emotional support service like ONTX, they would not have spoken to anyone about their problem

For a full look at the released findings click here, or read a summary here. Want future updates from ONTX and other services of DC Ontario? Be sure to sign up for Distress and Crisis Ontario’s newsletter by emailing your request to .

We’re thrilled by the success of our friends at ONTX, though it comes as no surprise to us that they’ve had this response. The caring people at the Distress and Crisis Ontario have been providing listening support and crisis intervention to Ontario for nearly 50 years. Their latest step to make their services available in a way that works for everyone in need demonstrates their commitment to helping people and saving lives.

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iCarol Summit and AIRS Conference recap

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May was a busy month for our team, capped off with a trip to St. Louis for the 38th Annual Alliance of Information and Referral Systems (AIRS) training and education conference. But before that conference got started, we had an exciting event of our own to host.

For awhile now we’ve been wanting to experiment with holding an in-person training event for our clients; something that would allow us to go beyond the sessions we historically participate in during these conferences which generally must be not vendor specific. We love sharing our broad knowledge with folks at sessions like this, but recognize there’s an opportunity for iCarol-specific education especially given that so many of our clients would be present and, we hoped, interested in spending some time with us.

So late last year we began planning what would become the iCarol Summit, a day-long intensive training event hosted by us and featuring members of our team with extensive knowledge and expertise in Information and Referral (I&R). The Summit was held on Sunday May 22nd to superb turnout by iCarol users all across North America.

Neil welcomed everyone with an opening keynote where he discussed recent iCarol growth, the state of the I&R industry, and trends we’re seeing. A few highlights include:

    iCarol Growth
  • The size of our team has doubled in the last 18 months
  • The number of users worldwide is solidly above 50,000 and growing
  • 1/3 of 211s in North America use iCarol and that number is continuously growing
  • 5 of our staff hold CIRS or CRS certifications from AIRS
  • iCarol leadership continues to take an active role in discussions about AIRS standards and technology initiatives in the I&R industry
    iCarol Software
  • In 2015 we added over 1,600 enhancements to our product with many more coming before 2016 ends
  • There are more ways than ever for our users to enhance their iCarol knowledge, from training webinars and on-demand videos available now, to tailored walk-throughs which are coming soon
  • Discovering and trialing iCarol will be made easier with added automation to the onboarding process
    The I&R Industry Trends
  • AIRS standards continue to evolve
  • Big data and data sharing
  • Extending reach via mobile, live chat, texting, and social media
  • Self-service via the web and apps

From there, our participants headed onward to a day of sessions we developed with our users’ needs in mind. Polly gave a thorough presentation which walked us through bringing together AIRS standards and AIRS resource database quality recommendations using iCarol. She discussed iCarol program metrics and tools and how they can directly improve your ability to meet certain AIRS standards and recommendations. Just one of many examples, the Resource Complexity report, which provides an analysis of your records and how they rate on complexity. The report suggests statistical reportsthe number of hours it may take to manage them using the AIRS standards as a guide, therefore giving the tools to determine the number of FTEs needed at your agency to meet these standards. The rest of the presentation covered similar program tools and metrics that directly assist with meetings AIRS standards and thus achieving certification.

Christa led a session on the many ways you can use iCarol to reach your community beyond fielding phone calls — and we’re not just talking about iCarol Messaging (Live Chat and Texting). This session covered tools like the Public Resource Directory, Online Forms, texting or emailing referrals, follow-up texts, the API, and more. In fact, for each of these areas she discussed not just the tool as a whole, but some individual components or settings in each function. The group was exposed and educated on many iCarol features that they had previously not discovered, or didn’t have extensive knowledge of. Crystal held a session on Proving Your Value, covering topics like Needs and Unmet Needs reports, examining your exports, and a peek at new exporting tools coming soon, along with some discussion about Microsoft’s powerful Power BI capability.

These are just a few examples of the highly detailed and helpful breakout sessions we aimed to bring our participants, and we’re so pleased by the attendance and enthusiasm at these presentations.

messaging 2.0

At the end of our Summit, Rachel presented a traditional usergroup session, which was open not just to Summit attendees but to any interested party who was visiting the conference and wished to learn more about iCarol. In this final session of the day, Rachel touched on some of iCarol’s product initiatives, including planned enhancements we’re currently calling “Messaging 2.0″ and “Public Resource Directory (PRD) 2.0.” Messaging 2.0 will enhance the usability of this feature via a more efficient approach to both the workflox and access to the resource search. These enhancements will also improve your productivity — not only will you be able to find and give visitors their referrals even faster, but the enhancement should result in a quicker response time when working in your forms. Messaging 2.0 will also bring with it increased reliability and fewer opportunities for the already low occurrence of “lost” messages. This enhancement is still being developed and so we cannot commit to a firm release date right now, however at this time we estimate a fall 2016 launch.

The new developments to the iCarol PRD will boost your ability to direct help-seekers to services via the PRD’s embedded resource search on your website. The enhancements will reduce the time it takes to obtain search results, while simultaneously offering greater control over appearance including more integrated tools to build “guided” searches, or customizing CSS or using the API for even greater control. Further, you’ll be able to configure the weighting of search results, set up guided searches, filtering, and more.

Rachel wrapped up our day by speaking to other recently released development, and spoke to a few other planned enhancements for the remainder of 2016.

We thoroughly enjoyed presenting our first ever iCarol Summit, and we truly hope all who attended enjoyed themselves and learned a lot that they can put into practice at their helplines. The feedback we’ve received so far has been extremely positive, and the success of this event has encouraged us to plan future events. We’d appreciate your help in making that happen. Please take a second to answer just a few questions that will help us develop future training events.

Help us plan future events

Next up was the AIRS Conference, and the team had a blast. It’s difficult to sum up so much activity and also express how much fun we had. These events are always a great chance for us to see each other, our clients, industry folks, and meet lots of new friends.

Polly and Crystal hosted an extremely popular session called “Crunching the numbers” where they took the audience through the process of interpreting your data through Excel tools like pivot tables. This workshop was non-vendor specific, meaning the session focused on elements that any helpline with data could find helpful, regardless of the software they use to collect that data. According to Polly, one attendee of the presentation said he was working on his MBA and some of the material covered in the session wasn’t even included in an advanced course on Excel.

We received great feedback about this workshop — Stay tuned as you may see the opportunity to watch either a live or recorded version of this presentation in the future.

As usual, we had a booth set up so we could share information about iCarol to interested parties, as well as having a place to greet our users who came to visit. The exhibitor’s hall was expansive and impressive, located in the lobby area of the historic St. Louis Union Station Hotel. Check us out in the bottom left of the photo.

St. Louis Union Station Hotel Lobby

We kept ourselves tuned in to the trends and discussions impacting the I&R industry. There were a lot of conversations that extended the themes of the keynote from the United Way 2-1-1 CEO convention back in March, which we attended. There are plans to build a national resource data repository for United Way Worldwide, and it appears those plans are progressing and getting more detailed. We’ll be keeping a close watch on this, as it could influence iCarol innovation and development of tools for our users who may want to participate in such a database.

Follow-ups, measuring outcomes, processing and effectively reporting your data, and expanding your reach to help seekers all emerged as hot topics. As we hope you’d expect by now, we’re actively engaged in these conversations and constantly assessing how iCarol can be developed to give you the leverage you need.

Our users are doing some pretty cool stuff using iCarol — notably Kings United Way in California which created the 211 Intelliful app that connects residents of Kings and Tulare Counties in California with the resources available to them. It’s available via the App Store and Google Play, and will give you a good idea of all the amazing things you can do using the iCarol API. We were happy and really impressed with the app they developed and others clearly were, too.

Kings united way California 211

Of course we left time for fun. St. Louis provided lots of opportunities for that. The gang enjoyed a tour of the Anheuser-Busch Brewery

And as is tradition, we also took in a ball game, Cardinals vs. Cubs.

And just like that, it was over! We loved our time in St. Louis and this was a particularly energizing conference in part because of the iCarol Summit and in part because of all the creativity, innovation, and excitement we were exposed to. Don’t forget to give us your input about future in-person trainings by iCarol — we’d love to take you with us on our next adventure!

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Receive mobile alerts about new Chat or SMS conversations

SMS notification

One of the great things about Messaging with iCarol is the inclusion of notifications to tell you when a help seeker is waiting to have a chat or texting session with you. Historically these notifications arrive on your computer screen where you’re signed in to iCarol, and you can then promptly assume that new conversation. This ensures that visitors are promptly attended to, helpling them feel heard and cared for.

The drawback to this is, your volunteers and staff can’t always be at their workstation for the entire duration of their shift. They may have work that takes them to places other than the call center, whether that’s down the hallway or across town. Perhaps, like many agencies, your overnight shifts are sleep shifts with staff permitted to sleep or at least doze, either in the office or at their homes, with the understanding that they need to be awake and alert at a moment’s notice. In these and other scenarios, receiving those notifications only at your workstation computer presents a challenge.

But now there’s an additional option available: your chat specialists can receive text message alerts to their mobile phone when a new conversation arrives.

In a system update scheduled to occur today, our Messaging users will be able to set up these notifications to be sent to their volunteers and staff via text message. And to add an additional layer of protection, supervisors or on-call staff can receive escalations if the incoming conversations aren’t assumed promptly. This feature will be available to all Messaging users who host and control their Messaging service, at no additional subscription cost, though it’s important to note that each sent alert will count towards the bundle of texts purchased for that month.

SMSMobileAlerts_SMS

Admin users will need to turn on these mobile alerts and set it up to your specifications. At first this functionality will only be available to our North American clients, but rest assured we are working diligently to bring these same tools to our clients elsewhere in the world as soon as possible. We can also offer this enhancement just to users who host and control their Messaging services, i.e. at this time messaging services which are part of bigger collaboratives that you participate in or share coverage of, where you do not control the messaging settings, are not eligible for the mobile alerts feature. We know how useful and helpful these alerts are, and so we’re working hard to expand the coverage of this tool for an even wider range of iCarol users.

Click the +/- to Expand/Collapse set up instructions and screenshots  +  -

Our hope is that this additional option for notifying your volunteers of newly arriving conversations will help you provide a high quality, prompt response to your community. We realize that when adding new channels to your service, you’re often asking volunteers to multi-task and provide both your traditional and alternative services simultaneously. Rest assured that in spite of this multi-tasking and wherever their shift duties may take them, these alerts will assist in consistent, complete service delivery.

We also hope these new notifications will help with staffing and service hour decisions. Overnight staff can be better notified of these conversations even if they are not at their workstation, in the event your agency allows sleeping shifts overnight. Additionally, if you are unsure of the best hours in which to provide your new chat or text service, and you want to keep your service open 24/7 for a time to gauge peak service times, these alerts will better help you maintain that ’round the clock coverage, especially if staff are to go about their normal business or even be at their homes for part or all of that period. These mobile alerts will allow new services to keep the service open for extended hours, without needing a person to be tethered to their workstation for that entire period.

If you have any additional questions about this feature, we invite you to reach out to our Support Team.

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New and improved layout and access to settings in iCarol Messaging

chat vs text

With our latest release we’ve improved the flow of your Messaging (Live Chat and SMS/Texting) settings page, while also exposing new settings to our users. We think you’ll enjoy the ease of navigation and access to some settings and tools previously only available to the iCarol team.

These settings are still found in the same location, by first clicking on ‘Messaging’ in the main iCarol menu. Next, you’ll click on “Instant Messaging and SMS Settings’ in the upper right of that screen. Previously these were two separate links that would take you to two separate settings pages. Now this is a single link taking you to a single page where you can navigate through both Live Chat and SMS Settings.

Once you arrive on the settings page, you’ll find a tabbed layout to access various settings. Before changing any settings, you’ll first need to select the Portal to which your selections should apply. Your organization may only have a single Live Chat or SMS service with iCarol, but if you’ve added on additional services then you will find these portals listed in the drop down menu.

Messaging settings select portal

On the ‘General Settings’ tab, shown above, you can decide what terminology is used to reference your Chat Specialist within the chat conversation, and also decide what security levels can monitor chats, see all active conversations, and who can disable Messaging or a particular portal.

Live Chat Settings

On the ‘IM Settings’ tab shown above, you’ll first see some familiar settings where you can determine the messages that will appear to your visitor while they’re waiting in the queue or when the Live Chat conversation starts. You’ll also set your Terms and Conditions and Privacy policy for your visitors to read before agreeing to chat with you. This is also the location of the HTML code that you or your web master will place on your website so that visitors will know if you’re online or offline, and will gain them entry to begin the chat if you’re currently online.

The final set of settings in the top section of the page allow you to:

  • Decide whether or not visitors can chat anonymously
  • Choose whether or not to enforce geographic restriction so that only visitors in certain locations can chat with you
  • Prevent visitors from typing until the counselor joins
  • Hide a visitor’s IP address
  • Disable geographic fields
  • Disable the ability for users to create logins for repeated use

The lower part of the ‘IM Settings’ tab includes a feature where you can upload custom Online or Offline images to replace the default images offered by iCarol. This means your organization can design your own Online/Offline images that fit with your branding or make use of your logo or other images easily identifiable with your agency. Lastly, decide which fields should be available and/or required at registration, and also set specific coverage areas to be allowed access to the chat, should you choose to enforce geographic restriction.

Live Chat Settings 2

On the ‘SMS Settings’ tab you’ll find mostly familiar settings that were accessible under the previous layout. Here you can determine all the auto responses for the selected Portal, including the important responses that will describe the Opt-in and Opt-out procedures to your visitor. Here you’ll also enter any mobile numbers you plan to use to test your SMS service, and finally you’ll find new settings to enable geographic restriction and hide a visitor’s full mobile phone number. On this page you can also enter coverage areas should you choose to enforce geographic restriction.

SMS Settings

Finally on the last tab, Standard Messages, you will set all the pre-written greetings that should be available for use by your Chat Specialists. These standard messages can be set by Portal, and for Live Chat, SMS, or both. Once entered these messages can also be edited or deleted as needed.

Standard Messages 1 Standard Messages 2

We hope you’ll find this new layout even more user friendly and easy to navigate than before. Additionally, access to new tools and settings offer even more control over how your Messaging service works and grants immediate access to make important changes that once had to be submitted to our Support Team. We believe this expanded access will further strengthen your service as you offer these new and important communication channels to your community.

Should you have questions or need assistance understanding or using these settings, don’t hesitate to contact our Support Team for assistance.

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