To register yourself follow the steps given below:
ICE offers a 30-day trial pack for free with all the features for the selected packages.
To get the trial version of ICE:
Follow these steps to change your password:
No, you can create only one account for one email address. Multiple accounts with the same email address cannot be created.
Yes. You can purchase all products i.e. ICE Chat, ICE Email and QEval under the same login.
You can be benefitted with a discount on a yearly subscription.
If you have purchased a paid and want to upgrade it, follow the steps given below:
Note: If you have already purchased the higher paid package as one of the Chat Ultimate or Email Ultimate, then the package can only be downgraded.
If a paid package is already purchased and you want to downgrade it, follow the steps given below.
Notes: If you downgrade the package without the completion of its expiry, you will not get a refund.
We support payments via a PayPal gateway.
ICE Chat & Email is a platform that provides an easy and effective way to engage visitors when they need assistance solving an issue. With ICE Chat & Email, agents can always guide your visitors to an adequate answer and assist them with anything that is needed. Visitors can initiate chat sessions or respond to chat invitations based on company- defined rules. ICE Chat & Email will help you and your organization resolve issues with higher productivity and boosts satisfaction. (Please refer the User Manual)
ICE Chat & Email does not have a limit when it comes to the number of buttons you can create.
Yes. A set of rules can be configured for different conditions that trigger invitations. A pop-up window appears on the visitor’s screen which prompts the visitor to chat with the operator. Invitation rules in ICE allow creating proactive chats.
ICE Chat & Email has what we call ‘Skillsets.’ Think of skillsets as groups of operators/Chat representatives. Operators can be part of one or more groups of skill sets. ICE allows your organization to separate/define who supports what.
Yes. ICE Chat & Email allows customers to choose from a variety of button styles and colors. Just go to the button’s dashboard and you will be able to customize your button.
We can do that too. Our ICE development team can take your request and customize a button that will meet your needs and specified requirements.
Of course! You have the flexibility of changing the chat window theme as well as the banner. It is a very simple process; you will just have to access the GUI editor to be able to change and customize your chat window as desired.
ICE offers offline surveys. These surveys are triggered when a visitor requests a chat after office hours. You have the option to email the survey information to a particular email address, or to store them into ICE.
(Secure Automation and Directed Remote Assistant).
Sandra offers an innovative way to allow custom and automated “assistance” to agents for more tedious aspects of chat sessions, increasing the number of chats they can handle and reducing the training required to present an Organization.
ICE Chat & Emails offers several reports out of the box. From chat reporting to email reporting, ICE offers the kind of reports needed for your organization to be effectively managed. Our ICE team can also work with you to be able to create a report that meets your requirements.
Yes. The Administrator of the ICE account will be able to have full access to the user setup module.
ICE allows adding Offline messages, Greetings, Waiting messages, Chat processing messages and Welcome back messages displayed at the visitors chat window.
To add or edit messages, go to Admin Console > Profile > Chat > Campaigns.
To get Chat Enterprise package, you need to contact our sales team or click Get a Quote link. A form appears as you click Get a Quote and you need to submit the details. Our sales team will contact you soon!
As you register yourself on https://enterice.com/ and subscribe a free or paid package of ICE, an email will be sent to your registered email address containing the link to login to ICE Admin Console. Click on the link or copy the link and paste it into the address bar of the browser. The login screen will appear where you need to enter the given credentials and start accessing ICE.
Once the ICE package is purchased, in registration email you will receive the Admin Credentials only. Hence, the first log into Admin Console and then create users with Supervisor and Operator roles respectively. Once the users with supervisor and operator roles are created, the users with respective roles need to login to ICE with their credentials.
No. ICE is a very simple and easy to install the product. All you need is an active account and a chat button that will need to be embedded into the customer’s website.
No need to install software. ICE is a web-based service.
Browser Support Browser Support (IE 10.0+, Firefox 11.0+, Chrome 18.0+, Opera 30.0+, Safari 6.0+ (MAC))
Browser & Device Support for Visitor Side Chat Window:
IE 8.0+, Firefox 30.0+, Chrome 30.0+, Opera 30.0+, Safari 7.0+ (MAC), iPad, iPhone, Android, Windows Mobile.
ICE is a secure and robust system. It is hosted on highly secured servers using Secure Socket Layer and Transport Layer Security protocols.
ICE is a secure and robust system. Aside from being PCI compliant, the ICE team takes advantage of SANDRA to assist and bypass the agent when there is a need to hide or collect sensitive information like credit card information and social security numbers.
There are two reasons, if you are not able to view chats on the Operator Console:
If you do not get answers to your questions in this FAQ list, you can refer to ICE help or email us your query at firstname.lastname@example.org, and we shall get back to you soon!
The chat button might be disabled from the Admin Console, and you need to enable it to make it visible.
Chat button might not work if there is some problem with the node server chat button will not work. You need to contact the support team at email@example.com
There can be two reasons for chat alert not ringing:
Yes. The supervisor can force log out any Agent or User if needed.
Follow the steps given below:
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