What is Keen Chat?
Keen Chat is an instant messaging interface similar to other live communication applications used across the Internet. It allows real-time conversation between two Keen members. Once a chat has been initiated, either user can enter text, which will then appear on the other user's monitor.

How will the chat window appear to a new customer?
When a customer clicks to initiate a chat and after they register, they will see a new window similar to the example below.



What is a closed beta test?
You probably know that open beta tests happen when a new feature is released to all users. Conversely, a closed beta involves only a select group of users in order to focus on testing the product and feedback gathering.

Why are you having a closed beta for advisors?
We're excited to release the chat feature to everyone, but we need to limit the number of users during the beta while we work out any kinks.

How long will the beta period last?
The beta period has not officially started yet. While we're anxious to launch this exciting new feature, there is no predetermined duration for the beta test. It will continue until it meets our usability standards.

Can Customer Support add my account to the beta test?
Sorry, CS cannot add additional accounts to the beta test.

Are there rules and regulations related to using Chat?
Yes indeed. Please review the Keen Chat Policy.

What are the user requirements for Keen Chat beta?
Keen Chat is only available to new customers with valid credit cards. The customer can only chat with advisors participating in the beta test.

What are the technical requirements for Keen Chat beta?
The chat feature is download free. Your browser must be compatible and set to allow pop-ups from Keen.com. Compatible browsers include: Internet Explorer v6 or higher; Firefox v2.5 or higher; Safari and Chrome are not supported at the current time.

How do I enable Keen Chat?
Follow these easy steps:

1. Log in to Keen and go to the My Account page
2. Click the Edit link for your listing
3. Put a check in the box next to "Yes! I want to offer chat to my customers".

Your listing is now chat enabled!

How do I set my chat availability to Online?
First, enable Keen Chat on your listing (see prior question) and then follow these steps:

1. Log in to Keen and go to the My Account page
2. Click the Launch Chat button.
   
   
3. Follow any instructions that tell you to always allow pop-ups from Keen.com
4. Keep the Chat Monitor pop-up window open. Closing it will sign you out of Chat.

How will advisors be notified of a chat request?
During beta, you'll be alerted in real-time when there is an incoming chat request. The alert should appear on your screen automatically, accompanied by an audible sound. Unfortunately, the audible alarm is inconsistent across browsers and operating systems. We'll be testing and documenting which OS/browsers combinations allow an audible alarm and will share the results with the advisor community.

Does Listing Acceptance need to approve after I add chat to it?
No. Adding chat to your listing will not require your listing to be reviewed again.

What happens if I decline a chat session?
If you click the "decline" button when a chat request appears, you will remain logged into chat and the customer will be notified that you are not available.

What happens if I miss a chat request?
IF you do not respond to a chat request within 30 seconds, it will automatically decline the session and log you out of chat.

How do I turn off chat if I no longer want to offer it?
To make yourself unavailable to receive chat requests, simply do not click the Launch Chat button. To completely remove Chat from your listing, edit your listing and remove the check in the box next to "Yes! I want to offer chat to my customers".

Why aren't customers charged for chat sessions during beta?
Potential customers are more likely to commit to payment after a free trial, even if the free period is very brief. This is your opportunity to let the customer know what you have to offer and why they should pay you for your time. We're also restricting it so only those customers who are new to Keen will see chat links.

Can customers leave feedback for chat sessions?
Since the beta is free, no feedback can be left by the customer. When paid chat launches, chat feedback will work like calls. We'll share more information as we get closer to paid chat.

How can I monetize free chat?
After chatting for a few minutes, you can transition customers from the free chat to a phone call. Simply ask them to click the call button to speak to you in person. The customer can also opt to send you a payment mail for your time.

Can my current customers get free chat sessions during the beta?
Not during the beta period. Until the chat feature is officially released, only new customers will be able to try Keen Chat.

Can I take a call and still be available for free chat?
Yes. Call and chat statuses will operate independently of each other during the beta period.

Where will chat links appear during the beta period?
Chat links will only appear on advisors' listing details pages in the left-hand column. This is where call buttons, send mail, add to my favorites and other links appear today.



When will Keen Chat be available to all advisors?
Once the closed beta period is over and we've ensured the product is ready for use, we will deliver chat to the entire Keen community.

Will Keen Chat be available to advisors in categories other than Psychic Advice on Keen?
Yes. After the official launch, Keen Chat will be available in all Keen categories.

Can I market this feature during the beta period?
Of course! Reach out to new customers and promote the fact you have chat enabled on your listing. Keep in mind that existing customers will not have access to chat, so your marketing should be focused to new customers who do not have a Keen account.

Will there be a chat button I can post on my website?
Yes! Embeddable chat buttons will be made available with a future release. Stay tuned.

Can I initiate a chat with one of my customers?
Sorry, only customers can initiate chat sessions.

Can advisors chat with other advisors during beta?
No. Only new customers will be able to initiate chat sessions.

Can advisors chat with other advisors once paid launches?
Of course! Padi chat will function very similar to the way calls do today. If an advisor wants to initiate a paid chat session with another advisor they will be able to do so.

Is Keen Chat compatible with SMS, AIM, Yahoo Messenger, MSN, Jabber, ICQ, etc.?
Keen Chat is a proprietary system that's fully integrated with your Keen account and preserves the privacy of both the Advisor and the Customer. Therefore, it is not compatible with other instant messenger networks or client applications.

Is there a Keen Paid Chat feature on the horizon?
Yes! More details to come. We're working feverishly to bring you Keen Paid Chat in early 2011.

Will advisors be required to offer Keen Paid Chat once it launches? Will Calls be going away?

Absolutely not! Advisors will be able to offer chat entirely at their discretion - both during the beta period and when paid chat launches. If you have no interest in offering the chat service, then you do not have to - it's an additional opportunity for you to sell your services, not a replacement of any other Keen service.

My question isn't listed here. What should I do?
Send us a support request via Customer Support and we'll get right back to you!