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An overview of the Live Chat admin portal

Your portal holds anything and everything you need to set-up and customise your Live Chat.

It couldn’t be easier to work your way through the portal, but we’ve explained every feature for you here so it’s super-simple:


The Logs area of your Portal holds all of your Chat Logs for your widget. This list of Logs will show the date and time of the chat as well as the duration of the chat itself and the name of the Agent or Moneypenny PA who took the chat.

You can also export your Logs so you can download and save all of your chat data. You can either choose to export from a pre-populated monthly report or manually from a custom export by selecting exactly which dates you wish.


This overview will show a summary of your chat activity. You can choose to search by a specific time range or chat type, such as manual or proactive.

Your Portal will generate an Overview Report for you. This report is a breakdown of your Online contact points which can be searched for by most recent or chosen time range.

Your Portal will also create an Hourly Contact Count Report for you. This report will calculate the amount of customer contacts your live chat receives every hour.

You can choose to export any of these reports for your own records.

Visitor information

This section of the Portal is split into 3 categories; Environment, Pages and Audience.

Environment: shows the different browsers your live chat visitors are using.

Pages: shows a summary of URLs where chats were started.

Audience: shows your visitor’s language preference and location.

Visitor experience

This is where you can see an overview of your visitor’s average wait time before entering into a chat. Again, this can be categorised by a particular time range.




Within your Agent Settings tab, you’ll be able to create your own Shortcuts. These Shortcuts are canned responses for the Agent to use during a chat and can be added or edited at any time. You can also export these Shortcuts for your own records.

Configure messages

Click into your Design Studio to access your Configure Messages section. This section is where you customise all of your visitor-facing messages such as confirmation messages or visitor survey requests. These can be edited at any time.

Design studio

The Design Studio is where you create your chat widget, pre-chat forms and chat buttons. You can choose from a range of colours, fonts, styles and templates to ensure your live chat reflects you and your business perfectly. You can design as many themes as you wish and can also go back and edit the styles at any time.

Proactive chat

This section is where you can create, edit and configure your Proactive Chat and Triggers. Here you’ll be able to enable your Proactive Chat and choose how often you nudge website visitors. You can add as many Proactive Triggers as you like and can also edit these at any time.

Get the code

In this tab you can find the code needed to add to your website. If you need any help with this please get in touch.


This tab gives you a selection of settings such as agent alerts/links, Sneak Peak, widget names and transfer, security, Agent Survey, custom variables and more.


Here you can set your labels for tracking contact information.

We know the portal will be super-useful to you and you’ll get to know its features really quickly. If you need anything explained or require any support, just pick up the phone and talk to one of our technical experts on 0333 202 1005.

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