Category Archives: Live Chat

Firefox 3 is released later today — SUMO needs your help!

Posted on June 17, 2008 by David Tenser

The SUMO contributors have all worked incredibly hard to make our user-to-user support experiences for our users positive. Today they will need our help in order to maintain the quality, as the services will explode with new Firefox 3 users. … Continue reading →

Posted in Announcements, Contributor News, Live Chat | 3 Comments

Live Chat meeting today!

Posted on June 13, 2008 by Majken "Lucy" Connor

Just a reminder that the Live Chat meeting is today at 12pm PDT/GMT -7 (3pm EDT/GMT -4). We’ll be discussing any special measures we want to take during release week as well as answering any other questions that come up. … Continue reading →

Posted in Live Chat | 1 Comment

Live Chat meeting Friday

Posted on June 9, 2008 by Majken "Lucy" Connor

After having a few chances to speak together on the phone, our Live Chat contributors agreed it was something we should do more often.  On that note, I’d like to invite you all to our first open meeting dedicated to … Continue reading →

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Suggestions and improvements for Live Chat

Posted on May 20, 2008 by Majken "Lucy" Connor

With SUMO, we make it a practice to regularly reevaluate what we’re doing well, and what we still need to improve on.  We’ve made some changes to the Live Chat software in the last little while, like playing with the … Continue reading →

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Live Chat “trial” shift

Posted on April 16, 2008 by Majken "Lucy" Connor

This week and next week (April 16th to 25th) I’ll be leading a “trial” shift from 10am to 12pm PDT (19:00 to 21:00 CEST) to give our European community a chance to help users through Live Chat. At this time … Continue reading →

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Live Chat Queue Timeout should be fixed!

Posted on April 8, 2008 by Majken "Lucy" Connor

For some time now, users have been redirected out of the queue if one of our helpers hasn’t accepted their chat after 4 minutes.  Obviously this is a very short amount of time given the number of requests we can … Continue reading →

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Transcripts now available!

Posted on March 25, 2008 by Majken "Lucy" Connor

We’re happy to announce that the transcript feature for Live Chat is now enabled and working. When your chat is finished, the closing page will now include a field for you to provide an email address to have the chat … Continue reading →

Posted in Live Chat | 1 Comment

Pick a day for the SUMO Day

Posted on March 21, 2008 by David Tenser

The Firefox Support project (a.k.a. SUMO) community has grown lately, with new knowledge base content writers and localizers, forum moderators, and live chat helpers. This is really exciting news, as the project depends heavily on the community to succeed. Thank … Continue reading →

Posted in Contributor News, Discussions, Live Chat | 5 Comments

Live Chat meeting follow-up

Posted on February 21, 2008 by Majken "Lucy" Connor

We’ve created a spreadsheet of the issues we felt would be worth having fixed in the next 3 months.  Beside each issue is a priority number which corresponds to the description in the legend.  If something isn’t on the list … Continue reading →

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Meeting to discuss bugs and missing features in Live Chat software

Posted on February 19, 2008 by Majken "Lucy" Connor

As the, fairly lengthy, title of this post indicates we’re having a phone meeting to hash out which bugs and missing features in the Live Chat software are most important, or are giving us the most trouble currently.  The goal … Continue reading →

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