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Frequently asked questions

Welcome to ChatMarshal’s FAQ page! Here, you’ll find answers to the most commonly asked questions about our 24/7 live chat services.

Whether you’re curious about how our service works, the benefits it brings to your business, or specifics about our zero-risk trial, we’ve got you covered.

Explore our detailed responses to ensure you have all the information needed to enhance your customer engagement with ChatMarshal. For further assistance, feel free to reach out to us directly.

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  • Where are your live chat agents based?

    We are in South Africa with our HQ In Rivonia, Sandton. We operate 24/7 for any region.

  • What security do you have for my chats and data in your live chat tools?

    Please follow the link to read about security and legal from our supplier

  • Please tell me about your BOT hardware and software Infrastructure and security?

    System Architecture

    ChatMarshall is a two-tiered distribution web application that was designed and built using the Microsoft® .net framework and sql server 2016.

    User Application Interface

    This module is built using Microsoft .net framework 4.5, Telerik 2016, DevExpress v17 Ajax, Linq. All user authentication is done via the Microsoft user profiling, Session variables are only used to pass user insensitive values and primarily used to speed up. CSS Caching is being used

    Data Tier

    ChatMarshall uses of Microsoft® SQL Server 2016. As a precursor to the development goals of the system it was essential that the design of the database, stored procedures and associated front-end functionality always be created with expansion in mind. To this end, the concept of relational database architecture ensures that the system will not be restrictive in terms of its growth from both a business and technical perspective. Microsoft® SQL Server 2016 relational databases incorporate a process called normalization, which ensures that the set of tables one defines will optimise data flexibility. To ensure both speed and maximum data integrity, clustered indexes, primary and foreign key constraints and relationships have been set up on all tables. This enforcement of uniqueness on the rows, in specific tables enhances the integrity of key underlying data.


    ChatMarshall is hosted using Hetzner Data Centre in Midrand. The Data Centre facilities provide security, fire protection, cooling and cable management according to a N+1 redundancy policy, with power provided according to a 2N redundancy policy allowing us to offer Service Level Agreements guaranteeing 99% availability. Skilled technical staff ensures 24×7 support.

    The hosting service is administered and maintained for ChatMarshall by Euphoria. Euphoria administrators are full time employees and have access to all servers and operated under a non-disclosure agreement. Maintenance, security and backups are managed and maintained by Euphoria Software.

    The server specifications are as follows:

    4 x Server Specification:

    • Intel Xeon E3-1230 Quad Core 3.2GHz
    • 32 GB ECC DDR3 1333MHz
    • 2 * 1TB SATA
      HDD (Enterprise-class)
    • Raid: Yes


    • Operating System: Windows Server 2016 Standard
    • Database: SQL Server 2016



    Database and Web Site Backups

    Data is every company’s most valuable asset and no company can afford to lose data. ChatMarshall backup service simplifies and contains the cost of backup planning by using tried and tested processes and procedures. Euphoria ensure that our most current data is always backed up and can be quickly restored.

    • Full System and Content Backup – Full backups capture all data on the system and data drives. Full backups are performed on the last day of the working week.
    • Incremental System and Content Backups – ChatMarshall performs incremental backups daily. This captures any changes to the data since the last backup, whether it was a full or incremental backup. Incremental backups are not performed on scheduled full-backup days.
    • A nightly schedule copies the backups to a secure location on the Hetzer network as well as off site


    Disaster Recovery Protocol (DRP)

    The ChatMarshall server makes use of RAID 5 technology. This means that all content on the hard drives are replicated, so should any problems arise with the primary hard drive, the server will automatically switch over to one of the backup drives.

    To ensure minimum downtime the following components are also in place:

    • Should server crash, the faulty hardware will be replaced within 8 Hours, should a software re-installation be required this will take a further 3 Hours.
    • Should the downtime be expected to exceed 12 hours, we will move the website and database to one of our alternate servers hosted within Hetzner Business datacentre.
    • Should all Hetzner Business data centers be down for longer than 2 days, Euphoria will move the system to dedicated servers located in another data center


    Climate Control

    The heat output of servers is considerable, and without environmental control, servers will fail or have their lifetime reduced considerably. To compensate for the heat output of Hetzner servers, all Data Centres are fitted with Air Conditioning systems designed to provide maximum cooling for the server environment. The Air Conditioners were installed and are maintained by experts, ensuring maximum efficiency.

    The Remote Technology (RT) systems provide an early warning of air conditioner failure or other unusual environmental conditions. Should a fault or failure be detected, all our Data Centres are equipped with redundant Air Conditioner capacity.


    Security and Monitoring

    Biometric/Magnetic Access Control

    All visitors to the Data Centres must be accompanied by a authorised employee at all times.

    To access the Johannesburg Data Centres, employees need to pass through the building’s security check points as well as Biometric Access control before reaching the actual Data Centre’s keypad access system. A unique combination is entered into the keypad which will then disengage the magnetic hold on the doors.


    24/7 Monitoring of premises

    All South African Data Centres are monitored by CCTV cameras. In addition each building premises is patrolled by 24/7 on-site security guards.


    UPS and Generators

    A redundant Uninterruptible Power Supply (UPS) is installed to ensure clean power is delivered to our network and to instantly protect servers from any power interruptions. A diesel power generator takes over in the case of an outage. All HETZNER UPS’s have battery backup.


    Fire Protection

    Hetzner Data Centres are fitted with fire detection and fire suppression systems. When there is confirmation of a fire, the Suppression system releases an Argon-Nitrogen mixture which decreases the oxygen level to below the point at which combustion can take place.


    Network Framework

    Hetzner primary uplink is managed by a redundant pair of Juniper edge routers in both Cape Town and Johannesburg. In addition two redundant fibre routes connect Hetzner edge routers to its upstream network provider from where the network breaks-out onto the internet. By using the Border Gateway Protocol (BGP), Our engineers are able to manage routing between Hetzner and other upstream providers, minimising the impact of network abuse and degradation.

    The core network in all Hetzner data centres makes use of the latest Juniper technology boasting a high level of redundancy and network throughput. With the implementation of Virtual Chassis technology HETZNER has created a single logical network in each geographic location where its data centres are based. This technology increases the internal redundancy of the network and ensures a robust core network while allowing for greater flexibility.


    Web Security

    • Client-side – All client-side interaction via the internet is currently transacted using Secure Socket Layering (SSL) based upon a 256-Bit Encryption Strength and authentication supplied by All users of the system are allocated a secure username and password.

    In addition, the following safety and redundancy measures are in place to ensure continuity and stability in our service:

    • N+1 redundancy – All critical systems in the hosting centres are N+1 redundant, and HETZNER regularly audits and tests all data centre systems to ensure their readiness and smooth operation. (N+1 redundancy indicates having a complete replica of the system in place, as backup should the primary system fail.)
    • Environmental monitoring – The data centres have N+1 redundant heating, ventilation and air conditioning systems to ensure that, even in the event of a system failure, your hosting environment will not be affected. HETZNER also has an advanced fire suppression system in place to contain fire.

    Additional internet security is based on methodologies applied in the current Internet Banking environment (ongoing research may result in additional enhancements):

    • SSL technology will be increased to the maximum available capacity (Currently 256-bit with lowest possible encryption level of 128-bit protection for 99.9% of users even with older browsers with symmetric and asymmetric authentication and encryption).
    • Message integrity will be introduced to ensure that messages sent by the system arrive without being copied or changed.
    • MIS audits will be performed at agreed periods (annually, bi-annually) to identify all the controls that govern the system, assess their continued effectiveness, and explore newer security technology.
  • Can I become an affiliate reseller of your live chat service?

    Resellers wanted – If you’re a marketing agency responsible for your clients’ websites, search engine optimization (SEO) or digital marketing, you may want to partner with ChatMarshal.

    We are offering a very lucrative revenue share to approved resellers. Added to this, all approved resellers will have the option of having ChatMarshal do their own live chat at 50% of the cost (Half Price)

    Affiliate resellers are welcome to increase profitability and add extra fees over and above our charges. E.G. management fees, SEO services, Web and UX Design, content, etc

    To become a reseller please start a  live chat with one of our agents and give them your Contact details and URL of your website. We will then call you to take this further.

    Terms and conditions

    • In order to qualify for the 10% or 20% revenue share, you need to be an active digital agency or marketing agency with the likelihood of referring 3 or more clients to ChatMarshal.
    • ChatMarshal will supply you with a free live chat service on the hybrid solution only after you have brought in your first client
    • When you become an affiliate reseller, ChatMarshal will supply you with the live chat tool free for one month. Once you get your first client your service will remain free
    • You’ll receive 20% of turnover for the life of the paying client even if the client is no longer being serviced by your agency,
  • What is Live Chat (Livechat)?

    Live Chat is when one of our professional live chat operators interacts with one of your website visitors. Our trained live chat sales agents learn about your business and your website so they can assist your visitors. Our ultimate goal at Chat Marshal is to increase your sales by helping your website visitors right when they are ready to make a decision.

  • How do I cancel my service with Chat Marshal?

    Removing Chat Marshal’s live chat from your website is as easy as deleting two lines of code. As easy as that. But it’s important for us to know why you cancelled. Please send an email to and let us know? We can always learn from you.

  • Who are your live chat clients?

    We work for 100’s of clients at the moment in every industry. CLICK HERE TO SEE OUR PORTFOLIO OF CLIENTS.

  • What countries do you operate in?

    We offer a global service to any country on the planet. We focus our live chat service in the USA, Canada, UK, Africa, Australia and New Zealand but will service any live chat website in English.

  • What are the main benefits of website live chat?

    There are two main benefits to adding live chat to your website. The first is an increase in sales because your visitors are engaged at the point of decision. The second main benefit is that live chat is a great customer service tool that allows people to ask questions and have them answered immediately. Any questions our professional live chat operators can’t answer will be escalated to you, the client, immediately.

    Live chat is the web’s biggest untapped tool. See what Neil Patel has to say

    What are you waiting for? Why not give it a try? Start a 30-day POC now, Only Pay if you want to continue past the POC, no obligation. Our super quick setup will have a live chat operator working your site absolutely free, 24 hours a day and 7 days a week

  • How can I improve my website and visitor engagement?

    The great thing about setting up Chat Marshal on your website is that, after the first month we are able to identify the most common questions and can advise you on how to create your own visible FAQ for your website. Not only does this improve your visitors’ experience but is great for SEO (Search Engine Optimization).

  • How are you able to answer questions about my company / organisation / business / products / service?

    Our team is made up of live chat professionals. Before we go live with your service, a member of staff assigned to your account takes the time to learn the basics of your business and studies the structure and content of your website. We then develop a knowledge base of FAQ’s for your business so we can answer 100% of the most common questions your website visitors might ask, all the while escalating leads and questions that need attention from you directly. After that, we role play with you to start teaching the software. The more we role play the better the system becomes. We keep learning all through the life of the account and never stop

    When it comes to sales you may want us to answer simple questions and escalate sales leads to you immediately. Or maybe your sales are of the nature that all we need to do is give information and direct people to a sign-up page.

    But let’s say the chat requires more depth
    Example 1: Let’s use the 80 / 20 principle here and say that 80% of your enquiries can be answered very easily on only 20% need to be escalated. We would work with you to create an internal knowledge base of questions, answers and procedures. It’s like having a smart receptionist or sales assistant inside your websites 24 hours a day.

    Example 2: Let’s imagine you supply a technical 3D software product that needs support when connecting to different 3D printers. If you had a library of manuals we would make sure they are online and we would simply help visitors navigate to the correct URL.
    If you have YouTube videos we would help people navigate to your YouTube channel.
    Although we cannot be expected to have in-depth technical knowledge we can help people find the info. Or at very least we can get the visitors info and escalate the call back to the client immediately

    Example 3: Let’s imagine you supply electronic gate motors and you get a lot of calls when people’s gates don’t work. We could simply send them a troubleshooting document to go through. If the client’s gate still doesn’t work we can send out a technician. We would always use a friendly helpful tone and ask visitors if they would like to speak to a technician over the phone

  • How do I set up live chat on my website?

    Set up is as easy as copy and paste! When you sign up we send you two lines to copy and paste into your website. If you are using WordPress then we even have a simple plugin for you. We do all the rest here. Why not give it a try? Start a 30-DAY POC now , Only Pay if you want to continue past the POC obligation. Our super quick setup will have a live chat operator working your site absolutely free, 24 hours a day and 7 days a week

  • What are your operating hours?

    Our live chat agents are online 24 – 7 for your visitors. As long as your website is live we are live for you. Because it is all automated and we have set up in advance, the service is 24 hours per day. Unless your website is down.

  • How does the 30-Day Proof of Concept work?

    We will run your website live chat on a 30 day POC. During the POC we will get an accurate picture of how many chats you get in 30 days. Based on the volume we will calculate the costs and present the fee to you at the end. You only pay the fee if you are happy with the results and choose to continue into the next month.

    What are you waiting for? Try our 30-day POC. Only Pay if you want to continue past the POC, , no obligation. Our super quick setup will have a live chat operator working your site absolutely free, 24 hours a day and 7 days a week

    If you want to cancel (we’re sure you won’t, 99% of businesses that try Chat Marshal continue to use it after the free trial!) all you have to do is delete two lines of code. That’s it. Select. Delete. Done.

  • How do I load the code?

    Please start a live chat with the agent and ask them to send you the code or email

  • Can I use your service if i don’t have a website?

    We are able to assist businesses that has a Facebook pages, WhatsApp or running websites. If you are in the building phase, we can load our code and start chatting when you go live. We will only charge you from the date of your first live chat.

  • Do you build websites?

    No, we do not build websites or e-commerce platforms. You will need to have that set up before using our service. However, we can make recommendations to increase sales.

  • Are you a digital marketing agency?

    No, we are totally independent and do not do any digital marketing on behalf of our clients. We focus 100% on live chat and chatbots to increase conversions and sales for clients. Added to that, we assist with 1st line support where needed

  • When should I use live chat and when is a Chatbot or Virtual Assistant better?

    A ChatBot or Virtual Assistant is best for support based businesses where you don’t want to pay for human interactions. However, when it comes to sales and lead generation nothing beats humans dealing with humans. We offer three services – Human only – Chatbot only – and hybrid Chatbot then to a human agent. Start a live chat and let us know what you need?

  • What is a Chatbot or Virtual Assistant?

    A ChatBot or Virtual Assistant as it applies to our services is a communication tool that allows visitors to ask common questions and receive instant correct answers – As long as that question and answer has been loaded into the system.

    CHAT MARSHAL offers a hybrid Chatbot Virtual Assistant / Human Live Chat solution for any organisation. If you want to increase sales and customer service then live chat is for you. We help you sell more!

  • What makes you different from other live chat tools? is for businesses who want to offer superior website live chat to their visitors, but do not want to staff it themselves. We provide live chat sales agents and system design over and above the tools. The difference between other live chat tool providers and is that we do the live chat chatting for you through our 24-hour contact center. We supply the live chat tool (Software) free, you only pay for the agents.

  • Are there contracts?

    No there are no contracts with us or any up-front fees. This is a pay as you use solution.
    Please click on the following link to see our pricing;

  • What does your service cost? Can you break down the pricing?

    This is a pay-as-you-use solution with no setup fees or monthly platform costs.
    Please click on the following link to see our pricing;

  • Should I use free live chat tools?

    You should only use the free live chat tool (or fancy paid for tools) if you can do live chat properly. If not, you could end up doing brand damage.

    If you are constantly offline, or the person managing the live chat isn’t any good, you will lose customers. There is nothing worse than seeing a live chat and opening it only to see a Leave a message note.

    Rather outsource the entire live chat system to a specialist company like ChatMarshal. It does not cost a lot and it will be the best employee you ever hire. Guaranteed.

  • How do I get started with your Service?

    1. To get started with your 30-day proof of concept (POC) trial, our team (Lyne and Shayna) will first begin by creating a knowledge base built off the content of your website. We will then set up a video meeting with you and your team to ask you for some common FAQs and the procedures you want to be followed when an issue or hot lead comes in that needs to be escalated to you.
    If you already have an FAQ in place, please send it to us as this will assist in the knowledge base creation.

    2. Please choose the platforms you want our 24-hour agents on, by replying to this email and highlighting any or all of the below services.

    3. We will set up the software on our end, and our team will email you with FOUR items.
    1. A snippet of code that you can add to your website.
    2. A special hyperlink that you can include in your e-mail signatures advertising banners and any other digital marketing you want live chat integrated into.
    3. A unique e-mail address that you can use as a forwarding address for your group e-mail like info@ or sales@ or support@.
    4. An image of a QR code that you can print out and stick on any products or boxes or shelving. This enables anyone to start a live chat using their phone and phone’s camera.

    This all allows our agents can communicate with your prospects and leads instantly, all day, every day.

  • How can live chat improve sales online?

    A live chat solution that is active 24 hours per day and managed properly, will guarantee more sales and lead escalations. If you are spending time and money driving traffic to your website you want to manage and improve the conversion rate.

    Having a live human 24 hours a day inside your website to handle common enquiries and escalate any leads to the appropriate person is the answer. Or at least one of the answers. Live chat is proven to increase sales and new leads by between 20% and 40%

    The ChatMarshal service has even advanced to the point where we can do quotes and backend integration on behalf of our client. Our live chat service can even act as your admin office and reduce your staff load.

  • What is ChatMarshal Live Chat?

    ChatMarshal is a live chat service that offers both a chatbot and a human sales agent. Most common questions can be answered by a well-designed chatbot, however, people still need to speak to humans. That’s where we come in.

    You can have a real person handling the live chat service on your website all day, every day! Want to see how it works? Click on the live chat button at the bottom of your screen and start a chat with one of our highly trained operators right now.

    A little bit of background about us. We actually started as a sales and lead generation service back in 2006. We started using live chat ourselves and quickly realized the benefits to any website owner. We already had the contact centre in place and started offering 24-hour outsourced service to website owners.

    Over the years we have grown and now work with companies like Betchain, Renault, PG Glass, City Lodge, and Telljoy as well as wedding venues, solar installers, and even swimming schools. We offer live chat services to companies in the USA, Canada, UK, and Australia.