Live Chat Feature

Live Chat and Chat Schedules

The live chat feature on the Sequoia platform is integrated with the AIM system. Each Agent will must enter their own information associated with their AIM username. This includes their AIM Screen Name and AIM Wimzi key. Users are able to use the live chat feature when they are both signed into AIM and scheduled on your Live Chat schedule.

Setting Up a Live Chat Account

1. Sign up for a free AIM account if you do not already have one (go to www.aim.com)
2. Go to the user profile that the AIM Screen Name will be associated with and click “Edit” in the Actions table next to the user’s name
3. Enter the agent’s AIM Screen Name in the AIM Screen Name field
4. Retrieve the user’s AIM Wimzi Key by following these steps:
   1. Sign into AIM (with screen name of desired user)
   2. Go to http://wimzi.aim.com/
   3. Fill out the required form fields under the red highlighted headings
      1. Widget Name (ignore)
      2. Your display name (what clients will see – use your own name)
      3. iii. Location check enabled (check NO)
      4. Leave at Standard Size
      5. Choose theme if desired (does not apply to Sequoia)
      6. Add Messages if desired (does not apply to Sequoia)
      7. Agree to terms of services
      8. Click “Create”
   4. Copy the complete text that is in the Wimzi Key field on the next page and paste into a Notepad file
   5. Copy section in italics at the end of the string (ex: ok8Em7kK9y4RnPUg)
   6. Paste the key selection into the AIM Wimzi Key field on the open Edit User Profile form
5. Click “Update Agent” to save changes

The user is now set up to participate in Live Chat.

To schedule when your agents will be available to chat with leads, use the Chat Schedule tool, located as a sub-item under the Settings tab on the back end of your website.

To assign a broker or agent to a block of time for Live Chat

1. Select the agent’s name from the dropdown list of available agents and brokers in the top left corner of the Chat Schedule editor
2. Click the blocks of time for which you wish to schedule the agent or broker
3. Click “Save” next to the agent name dropdown to schedule the agent for Live Chat in the selected blocks
4. The Live Chat icons on your site will read “Live Chat” when an agent or broker is assigned, and “Chat Unavailable” when there is no assigned agent or broker
5. To set a block as unassigned, follow the above steps but choose the name “Unassigned” from the dropdown list. Live Chat will be unavailable during this time.

Tip: This is a weekly schedule, so signing up an agent for a block of time will assign them to that time for every week, not just the current week. Make sure you make a block of time unassigned if you have nobody available to chat during that period.