Live chat support in plain English

As with many new and specialized web tools it can be cumbersome to learn and understand their technical lingo. Check this section for beginner-friendly explanations:

• Setting up live chat on your website
• Chat client for your customers
• Chat console / instant messengers
• What are proactive chats and automatic triggers?
• Offline mode: what happens when no agent is online?
• How do shortcuts and canned messages work?
• Tracking and live analytics: how can you use them effectively?
• How can you use live chat support on non-English or multi-lingual websites?
• How can your company use live chat as a team?
• What is cobrowsing?
• What happens when you ban annoying users?