FAQ

Do I need to install any software?

No.

Is it really free?

Yes. The free plan is completely free. No credit card details. No commitment. There are also premium plans available including additional features for a fixed monthly subscription fee.

If I've installed the contact form plugin, and I want to add feedback, do I need to install another plugin?

No. Once you've installed one plugin or added the code to your site you do not need to make any more changes to your site in order to add or change any functionality.

Do I need to change my web site?

Yes. In order to add the toolbar to your web site, you'll need to either install a plugin or add a small line of HTML code that we will provide (it's a bit like adding the Google Analytics code), depending on how your website is built.

Do I need to add the toolbar to every page on my web site?

It is completely up to you. We recommend adding the toolbar to all your pages, within your site, and outside of it (e.g. blogs).

Not only will it be easier for people to contact you from different pages, but the tracking information that you receive with each message will include coverage of all pages where the toolbar is installed.

How do I know if there is a plugin for my site?

Sign up, and once your account is created select 'Settings'. Then select 'Add to Website', choose your website platform and follow the instructions. We currently support WordPress, Tumblr, Blogger and Shopify.

Will I need to reinstall the code/plugin each time I change toolbar or form?

No. You only need to install the code / plugin once. Future changes that you make to the forms or toolbar will be applied to your site automatically.

Can I add the toolbar to more than one site?

Yes. You can add the toolbar to as many sites as you wish. This also includes any blogs you may have. The toolbar and forms will be identical in all of your sites.

I noticed that the toolbar changes the URL in some browsers. Does this affect my SEO?

No. The URL change is to the hash value only, and occurs in javascript after the page is loaded. Search engines do not process javascript. The technique we use is from the most widely used javascript library (JQuery).

What buttons are available for the toolbar?

You can add 'Contact Us', 'Call Me', 'Feedback' and 'Live Chat' buttons.

Can the toolbar location be changed?

Yes. You can place the toolbar at the top right or bottom right of your page.

Can the toolbar colours be changed?

Yes. You can either choose one of the skins provided, or choose the flexible skin and set your own colours, or, for those with CSS skills, you can even customise the CSS by hand.

Simply login, select 'Settings', 'Design your Toolbar'.

What happens when someone completes the contact form?

We'll send them a confirmation email, and we'll send you an email with the details of the form they filled in. We'll also provide you both with a link to reply or view all your messages.

Can I customise the form?

Yes. There is a form designer that allows you to design complex forms for capturing information from your web site visitors.

You can also change the background and foreground colours.

How do I add more fields to the contact form?

Log in to UserPulse.com and select 'Setup'. Then select 'Layout' and add or remove questions or text. The changes will automatically be applied to your contact form.

Can I have more than one form?

No. At the moment we have a restriction of one form per account.

How many questions can I add in the form designer?

There is no limit.

Is there a restriction on the number of completed forms?

No.

Can I add a Captcha image to my form?

No. You don't need one. Our contact form uses SPAM free technology. This protects the form from automated form submission programs or SPAM.

What does [High] mean in the email subject?

The tool analyses the intent of users while they are on your site, and if it determines that a user has a high propensity to purchase, then it will mark the message with a [High].

When you see one of these messages, we recommend that you respond immediately as this is a good lead.

How do I collect feedback from my website visitors?

Feedback can be tremendously useful. It can help you enhance your website, product or service, and it is also a useful method for generating leads. The conversion rate of visitors who complete feedback forms is extremely high (35%).

To add feedback to your website, simply login, select 'Setup' and 'Design your Toolbar'. You can then check Feedback.

Can I customize my feedback form?

Yes. Use the form designer by logging in, selecting 'Setup', 'Design your Forms' and 'Feedback'.

You can also change the background and foreground colours.

Can I collect feedback from users who complete a contact form?

Yes. Use the form designer to add feedback questions to your contact form.

You can include include feedback questions anywhere on the form, but we found that the most effective method is to include a second page in your contact form specifically for that purpose.

When the first page is completed by a visitor to your website, you will automatically receive a notification. If the visitor completes the second page too, then you'll be able to see the data by viewing the message in your UserPulse.com account.

Is there a call-me button?

Yes. You can add a call-me button and form to your toolbar by logging in to your account, selecting settings, 'Design your Toolbar' and checking the Call Me option.

What happens when the call-me button is clicked and the form is completed?

You'll receive an email containing all of the details captured in the Call Me form. You should then call the user back as per their request.

How many agents can I add?

The number of agents is restricted by the plan you select.

Do I have to reply to customers from the dashboard (displayed when logging in)?

No. To reply to your customers you can either login and reply from the dashboard or use the 'Reply' link in the notification email you receive.

You should not reply directly to the notification email you receive.

How do I reply to customers?

You can either click on the link in the email you receive with the message from your web site visitor, or login, and reply from there.

Branding

Are the "Powered By" messages at the bottom of the forms required?

Some plans require that the Powered By message is displayed.

How do I switch on live chat?

You'll need to select a plan that includes live chat. Once you've done this, you've got three options for receiving chats:

UserPulse Desktop App for Windows

Install the app and login using your UserPulse username and password. The app will detect when you're online and pop-up a notification when a new chat arrives.

Third Party Chat Apps

If you're not using Windows, or you'd like to receive chats on your mobile device, then install a third party chat app (we recommend Google Talk, Pidgeon, eBuddy on iOS etc.).

After installing your chat app, login to UserPulse, click Settings, Agents, and enter your Gmail or Google Apps email for your agent. Then login to your chat app using your Google credentials and you'll start receiving chats from your website.

Initially you'll receive an invitation from user 0@user-pulse... Please accept this invitation. We use this chat user to send you system notifications. Each time a new visitor starts a chat on your site, you'll receive a notification and an invitation to chat with them. You must accept the invitation in order to respond to the that user.

The chat notification includes a link that takes you into the UserPulse dashboard and shows you more information about this user.

Receive Chats in the Browser

Login to UserPulse any time, and ensure that the 'Live Chat' checkbox is selected.

When your visitors try to contact you via live chat, you'll see a desktop notification (if using Google Chrome and you've enabled desktop notifications). You'll need to keep your browser open to receive live chat requests.

When is the Live Chat online button displayed?

Whenever one or more of your agents is online using any of the methods for receiving chats.

What happens when I am no longer available for live chat?

If you're receiving chats in the browser then you must deselect 'Live Chat' checkbox in the dashboard and logout. If you leave your browser window open your Live Chat availability will eventually be timed out. If you're using the UserPulse Desktop App or a third party chat app then these will detect your presence.

How do I add canned messages?

Add canned messages by logging in, selecting 'Setup', 'More Settings', 'Canned Messages'. Here you can add, edit and remove canned messages. For the intructions to embed names and other values in your messages.

How do I send a live invitation to a user?

You can setup live invitations to be displayed after the user has been on a page for a predefined period of time, or you can send messages manually by clicking on the row in the Live Visitors tab of the console.

How do I see who is on my site right now?

Simply login to the console.

I installed and activated the WordPress plug-in, but the 'Contact Us' toolbar does not appear.

Your WordPress template may not adhere to the WordPress standard. Click 'View Source' in your browser, and search for UserPulse to see if the code was added. If you have the option of editing the HTML of your WordPress page, then you can always copy the toolbar code directly to your site.