Assistance and FAQ

All you need to know about TocToc

TocToc can be activated on any website, it requires no installation setup and it is compatible with all major Browser.

You can easily activate TocToc on your website embedding HTML code or by downloading the plugin of your CMS. .

Answer chats of your website visitors from your smartphone using Android and iOS TocToc App.


HTML code of incorporation

TocToc helps to build Your eSuccess providing all help and features You need.
The Power of Communication and online Support are Our Mission.

Video tutorial

TocToc.me Live Video Chat: Initial configuration

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TocToc.me Live Video Chat: tutorial embed code

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TocToc.me Live Video Chat: tutorial how to create a working Group

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TocToc.me Live Video Chat: tutorial how to create a Personal

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TocToc.me Live Video Chat: tutorial how to personalize Your contact banner

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TocToc.me Live Video Chat: tutorial how to customize the welcome note

FAQ

GENERAL INFORMATION

WHAT IS TOCTOC WIDGET/POP-UP?

TocToc is interfacing your website's visitors by appearing on their screen through a graphic widget or pop-up. Once the widget is clicked it activates a chat to an operator; transfers user to a predefined landing page or collects personal data and requests in order to activate a programmed Callback or an answer in a short time. TocToc widget allies online client with Your Company.

IS IT POSSIBLE TO USE TOCTOC FROM MOBILE DEVICES?

TocToc might be used also on Tablet and Smartphone. In case of some lack of technical support on different mobile devices only the video component might be excluded.

IS TOCTOC A SAFE SERVICE?

TocToc operates in a CLOUD server, allowing You to use all of its features with no need of hard disk and storage space. This system ensures maximum security of collected information and leads that are saved on a server cloud, inaccessible by others. All the personal data of our customers are also protected by HTTPS certificates.

HOW CAN I ENTER INTO MY TOCTOC CONTROL PANEL?

After configuring TocToc on Your website, You can access the TocToc control panel by Log In button on the TocToc.me site in the top right of the desktop.

IS IT NECESSARY TO INSTALL A SOFTWARE ON MY PC IN ORDER TO USE TOCTOC?

No, You do not have to install any software on Your PC. TocToc operates in CLOUD server, which allows You to use all the TocToc features and to use any document with no need for storage space.

HOW CAN I ACTIVATE CHATBOT?

To activate a default chatbot on your site between the AUTOMOTIVE CHATBOT and HOTEL CHATBOT, you must register on our site by clicking on the red button Try Now and follow the steps. To activate a personalized chatbot, contact us in chat and we will create a customized quotation.

WHAT CAN I DO WITH FREE TRAIL VERSION?

Within TocToc trial version You can take benefits of each Band TocToc Packet characteristic. Video chat user-operators interactions in real time, text chat, audio and Callback. Incorporating and administrating one or more working Groups and operators. Once Free trial period is over You should activate one of TocToc's packets, otherwise You will automatically get into Free version.

DOES EXIST A FREE CHAT VERSION?

Of course, our FREE packet allows you to use gratis the live-chat TocToc in its basic version. You will have one chat at time and you will have 1 operator license, 1 group and text-chat as the only interaction mode with your users.

HOW CAN I PURCHASE TOCTOC?

Once You activate the trial version it is possible to purchase one of TocToc's packets by choosing page Account on the administrator panel and clicking Payments and Renewals. The acceptable channels of payment are:

  • PayPal
  • Credit Card

toctoc-payment
CAN TOCTOC SUPPORT THE MULTILINGUAL SITES?

TocToc is suitable for any site, it supports the main languages and multilingual sites. In case You need a language, which is not available at this moment contact us.

WHAT PURPOSE HAS THE ADMINISTRATOR CONTROL PANEL?

Administrator control panel permits to manage interactions with users online of one or more web sites, by dividing it into issue areas (working Groups) and operators/Personal Shoppers. Administrator control panel allows to oversee every group activities and each operator/Personal Shopper activities. To entrust Callback tasks and to evaluate operators performance.

It is possible to monitorate any action, data and users' collected leads, to follow the development of offered service, helped by Report and statistics function as well.
Report and statistics shows the number of obtained site's visits (divided into timeline), number of requests, calls in Active Mode (Hunting) made by operators/Personal Shopper (their purposeful intervention towards user online), conversations made in chat

WHAT PURPOSE HAS AN OPERATOR'S CONTROL PANEL?

The operator control panel allows operators/Personal Shopper to interact with visitors in a passive way (Inbound) and active way (Outbound). The conversation can take place by text chat, video chat (only operator visible on video), audio or Callback.

The operator control panel permits You to manage and to monitor in real time any action, personal data and information of online users.

Download the user manual of the operator panel
IS TOCTOC SUITABLE FOR ALL BROWSERS AND OPERATING SYSTEMS?

TocToc is compatible with the Major Browsers:

  • Google Chrome
  • Firefox
  • Safari
  • Internet Explorer
  • Opera

It works with the most used operating systems: Windows, Mac OS, iOS, Android and Linux systems.

WHAT IS THE FREE TRIAL LENGTH?

The trial period of the live video chat TocToc lasts 30 days and is free, does not require a credit card, and is without restrictions. It is the full version of our BAND profile that includes all the functions of video live chat. Once the free trial has been completed, the FREE version is activated (in standby mode), which allows you to have only one operator, only one working Group and a mode of user-operator interaction via text-only chat.

I DID NOT RECEIVE A CONFIRMATION MAIL OF REGISTRATION, WHAT SHOULD I DO?

Please check if the mail did not accidentally fall into SPAM. In case You still do not see the mail, use the form to indicate the email address used during the registration or contact us in real time through our widget TocToc.

INTEGRATION

HOW CAN I INTEGRATE TOCTOC ON MY WEBSITE?

To integrate TocToc Video Live Chat on your website no download or install programs is required, just click on our red button "Try Now" and fill the form that appears with the required data.

1. In the 30 day trial free registration form, enter the Your Company Name and the email address to link to your TocToc account.
2. In your inbox mail , you will receive a message asking for signing confirmation.
3. After confirming, create a password following the instructions for security indicated and click Login.
4. First Step Configuration: Enter the Domain of your website, www.ilmiosito.it, the languageyou use, and if you want to enable video-chat during interactions with your users (you can change this setting in a second moment).
5. Step Two: Create an Operator that will interact with users on your website by entering his name and surname and the name you want to show online.
6. Third Ste: Copy Incorporation Code reported between the parameters "script" and leave the configuration window open.
7. Paste Incorporation Code in your HTML website Footer before tag closure .
8. Go back to the TocToc configuration window, and then click NEXT.
9. In the window that appears overlaid, click the green LOGIN button to the right of the previously created operator.
10. Find out how your home website's chat looks like. Refresh the page and see the chat icon at the bottom right of your page to let your customers start an interaction with you or leave you a message if you are busy or offline.

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INTEGRATE TOCTOC ON WORDPRESS

  1. Download the plugin TocToc by clicking button "Download".
  2. Log in to Control Panel Wordpress, section "Plugin" -> "Add New" -> "Load Plugin". Upload the downloaded .zip file, and wait for downloading.
  3. In the menu click on "TocToc Chat" and start the agent configuration. Enter the Customer Code (Code You can see on TocToc's admin panel, the "Embed Code") and select the default language.
  4. Proceed to the groups configuration.

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INTEGRATE TOCTOC ON JOOMLA

  1. Dowload Plugin of TocToc by one click on "Download".
  2. Sign into control panel of Joomla, Section "Extenstions" -> "Extenstions Administration" -> "Install from file - compressed package". Charge the downloaded file in .zip format and wait until the charging process is completed.
  3. In "Extenstions" Menu->"Modul Administration" search for "TocToc Video Live Chat" module and click on link to configurate the agent. Insert the Customer Code, the Group Code (the code can be find in section "URL" on Admin TocToc panel) and the language by default.
  4. In order to configurate correctly the module click on the menu "Position" and choose option "Footer". Then click on "Menu assignment" and select pages where You would like to visualize the agent Toctoc.

ON WHAT CMS TOCTOC CAN BE INTEGRATED?

TocToc can be integrated on WordPress, Prestashop and Joomla

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INTEGRATE TOCTOC ON PRESTASHOP

  1. Dowload Plugin of TocToc by one click on "Download".
  2. Sign into Prestashop control panel, Section "Moduls" -> "Add New Module" -> "Charge module". Charge the downloaded file in .zip format and wait until the charging process is completed.
  3. Search for "TocToc" in Menu Module Administration and click "configurate" in order to initialize the agent. Insert the Customer Code (the code can be find in section "URL" on Admin TocToc panel) and the language by default.
  4. Proceed to groups configuration.

PROFILE

HOW CAN I CHANGE MY BILLING INFORMATION?

You can edit the billing information from the Account page of the Admin Control Panel, by accessing from the Profile menu.

WHAT SHOULD I DO IN CASE I FORGOT MY PASSWORD?

You can recover Your lost of forgotten password through simple steps:

  1. Log In on TocToc site
  2. Click on "forgot password?"
  3. Enter your registration email. Your password will be immediately sent to the email address entered.

HOW CAN I INSERT OR CHANGE A PHOTO OF OPERATOR?

  1. Open admin panel control
  2. Enter Operators page
  3. Click on the selected operator Options menu
  4. Go to Photos and click on Upload Photo

CAN I CHANGE MY PASSWORD?

You can change Your password on the page Account , which You can find on administrator's control panel, by using Change Password menu.

IN CASE THERE IS NO AN AVAILABLE OPERATOR ON MY SITE, HOW CAN I OBSCURE THE TOCTOC WIDGET?

Follow the instructions below:

  1. Go to admin control panel
  2. Enters the Groups page
  3. Click on the Options menu of the Group You want to make offline and out of the group Status.

HOW CAN I CHANGE OPERATORS' USERNAME AND PASSWORD?

  1. Open admin panel control
  2. Enter Operators page
  3. Select Operator to which You want to edit username and password
  4. Click menu Account
  5. Insert new username and password

FEATURES

I INSERTED MY SITE'S URL HOWEVER I DON'T SEE TOCTOC WIDGET, WHY IS THAT SO?

  • TocToc might be not configured correctly due to wrong domain
  • You could've made copy and paste of HTML URL on Your site wrongly at the moment of configuration
  • Your operators are not online and the Callback function is not activated

HOW MANY REQUESTS CAN MANAGE THE SAME OPERATOR?

In text chats one operator might interact with one or more users simultaneously, while in video chat the conversation is between two of them only. In Free version an operator can interact with only one user per time within text chat.

HOW CAN I READ AGAIN THE CONVERSATIONS ALREADY DONE IN CHAT?

  1. Open the Dashboard of Administrator control panel
  2. Click on menu Chat Details
  3. Choose options You wish to visualize according to period of time, working Group or operator

HOW CAN I PERSONALIZE AN INTERACTION FUNCTIONS OF EACH WORKING GROUP?

  1. Get inside the Administrator Control Panel
  2. Go to the page Groups
  3. Click on menu of chosen group Campaign
  • Put on Active Mode (Hunting) in case You wish Your working Group's operators to contact proactively online users
  • Choosing Passive Mode You can:
    - decide to follow online customer's routs of navigation, without possibility of interaction between customer and operator (mode Silent)
    - choose a way of interaction between customer and operators, text chat only (Chat Live Support), Chat+Video (Chat and video Live Support) or through chat+video+banner (Click Through).
  • Put on Offline Mode (Callback) if You wish customers fill the form with their personal data while operators are offline. Once operators are back online, they will be able to contact customers or plan the contact.

IS IT POSSIBLE TO ASK FOR OTHER FUNCTIONS?

Of course, we are able to provide a functional characteristics You wish to have in Your TocToc. We are always here to enrich our product with new functions and make Your work more efficient towards the success. Do not hesitate to contact us!

WHAT SHOULD I DO IF TOCTOC WIDGET DOESN'T SHOW WHETHER THE OPERATORS ARE AVAILABLE?

  1. Get inside the administrator control panel
  2. Sign into page Groups
  3. Click on Your left on working Group of Your operators
  4. Click on menu of chosen operators Operators
  5. Click on checkbox of one or more operators (whom You wish to see available online) Qualified

IS IT POSSIBLE TO SEE FROM WHICH PAGE CHATS ARE COMING?

Yes, it is possible to see from which page of the website the user are actives a chat in real time by menu Live of the panel chat. This function permits to offer personalized assistance, to estimate a future requests and to be purposeful while helping a user.

MAY I SEND FILES DURING THE CONVERSATION?

Yes, it is possible to send a file to user (technical data, instructions manual, services menu etc.) in a main formats. Users might receive, however not send files. This arrangement permits major protection against viruses and malware.

WHAT IS CAMPAIGN?

The campaign is a complex of variety of interaction modes between users and operators, who perform through the TocToc widget in a working Group.

WHAT ARE WORKING GROUPS?

Working Groups allow operators/Personal Shoppers to be tagged and organized according to working issues and online response towards faster assistance and personalized interaction. The same Working Group might operate on one or more pages of the same site or different sites. For example, on e-commerce site it is possible to create a technical support Working Group, which will be active on "Technical Support" page only. Another Group can be created for commercial assistance and might be active on "Cart" page only etc.