The complete settings tutorial

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This is the settings interface. Here you can configure every feature of the system

Contents

Intro

Sitehood's settings interface provides editing and customize abilities for every feature in the system whether its auto messages, sentences reservoir, departments, users or chat bar display.

In any given time you can change settings, add messages, create users for operators and change their permissions, change the color and position of the chat bar and more.

In this tutorial we will walk through each and every setting option step by step and explain how to use it.


Settings topics

  • Chat and interface settings
    • Control Panel Settings
    • Messages settings
    • Content & toolbar design Settings
    • Department Settings
    • Feedback questions
  • Sitehood account settings
    • Account Details
    • Agents management
    • Add site
  • User settings (Agent)
    • Agent info
    • Agent's Prepared Messages

Chat and interface settings

In this section you can set most of the system's functions.

The settings are divided by topics:

Choose a site

Click on the site you would like to edit in the sites list

If you have only one site registered you can ignore this section.

If you have more than one website registered, remember that you have to choose the site whose settings you want to configure. Every website has its own separate settings.

Control Panel Settings

SetControlPanel.png

These settings relate to the control panel, the chat management and the site's details.

Sound control

Sitehood's system provides audio notifications for site entrances and incoming messages.

There are 4 different sound alerts

Sound type Meaning SoundControl.png
New visit sound This sound will be activated every time a visitor enters your website for the first time.
Returning visitor sound This sound is similar to first one but will only work if the visitor has already visited the site before.
Incoming message sound This is the most important sound of all! When a visitor sends a message, this sound will work along with the visual notifications.
Chat bar sound - Incoming message for the visitor This sound will be activated in your site when a visitor receives either manual or automated message. This sound will work only when the chat window is closed so it won't bother the visitor when having an active conversation.

For each of the four alerts you can choose one of three sounds. Click one of the musical note icons to check if you like the sound. Sound1.png Sound2.png Sound3.png

To enable the sound, select "Allow sounds" and choose one of the sounds by clicking on its number.

Sitehood's script

If you have already added this script you can ignore this section.

Sitehood's script is a line of code that needs to be installed in your website in order to activate the chat.

Every website has a unique script which is available always here in the settings page.

For more information about adding the script to your site visit registration page.

SetScript.png

Edit Domain name

SetDomain.png

This is where you change the registered site's name and domain just like adding a new site.

Note that the script will be activated only under the registered site address!


To set the script to work only on specific pages of your site, click the advanced settings and choose the relevant option:
AdvancedDomain.png


Site's hours of Operation

SetHours.png

The chat bar has two availability statuses that can be changed manually (online and offline). For more information about every status and its meaning visit the control panel page.

You can set hours of operation that will change the site status automatically. You can configure different time for each day of the week. The system will recognize if the current time is inside the hours of operation or outside it and will change the status accordingly.

This feature is meant to change operator’s status at the end of the business day in case they have not changed status to offline themselves.

First, check the box next to the sentence "activate operation hours". To set the time, choose the starting hour (change to online) and finishing hour (change to offline) for every day.

Lead system settings

LeadSystemSettings.png

This section allows activating the lead system

You can enable the lead form in the control panel and add Email addresses that will receive Leads produced by this form.

To learn about The lead system visit the page.

Delete Site

DeleteSite.png

If you like, you can remove the site from your account. This action will immediately remove the chat from your site.

Remember that you have to remove our script from your site in order to complete the disconnection.


Messages settings

SetMessages.png

In this section you can learn how to activate / deactivate and formulate all messages the system provides. Let's determine the significance of each message and learn how to activate it.

Auto Messages System

These messages operate according to the chat's availability status.

For more information about the online and offline statuses visit the control panel page.

There are 3 types of auto messages:

Message type Description Image
Opening message (online) The opening message operates in the online status only and its purpose is to contact each and every visitor the second they enter the site. Activating this message would focus the attention of the visitor to the availability of the live chat in the site.

You can select one of three options for this message:

  • Display entering the site - This is the recommended option. Every visitor will receive the message as he enters the site.
  • Display opening the chat - The visitor will only see the chat bar. The message will be sent to him only if he'll click the bar and open the chat window.
  • Do not display opening page - The message is disabled.

You can choose what will be written in the message. Basic version for example: "Welcome to our site, A live representative is at your service"

OpeningMessage.png
Offline message An offline message as its name implies, is activated when the chat service is offline. This message will be sent to any visitor who opens the chat window when the chat status is offline.

Check the box next to the line "Apply offline messages" to activate it and write your own message. The purpose of this message is to inform the visitor that there is no operator to chat with and can offer him to write his contact details so you can call him back later. Basic version for example: "The chat service is currently unavailable. Please write your message and your contact details and we'll call you back soon"

OfflineMessage.png
Unanswered message (active conversation) This message is designed for backing up the operator in case he didn't answer the visitor's message in an active conversation. This message will only work when a conversation is related to an online operator and he doesn't answer to it for longer than a considerable amount of time. This message won't be sent if the visitor hasn't been related to an operator.

Check the box next to the line "Allow unanswered message".

Basic version for example: "I'll be right with you. Sorry for the delay" Set the number of seconds that should pass before the message will be sent. For example 45 seconds.

UnansweredMessage.png

Offline messages management

ManageOffline.png

In the offline messages management you can determine whether to send messages that were sent by visitors to your Email. Messages that the visitor writes while the chat is offline will be sent to you by Email so you can be notified about conversation you miss when being away.

Enabling this feature will also send you contact forms as they are filled by the visitors. When a visitor writes in the chat and there is no connected operator, he will automatically receive this form.

In order to activate the Email notifications, check the box next to the line "Allow offline messages to be sent to email".

Now select whether to receive each message separately or to receive a visit summery. This means that you will get a separate Email for every message or you will only get a single Email that will include all messages that a visitor sent during his visit in an offline mode (this Email will only be sent after the visitor leaves the site).

The next option prevents you from flooding your Email box. You can choose the minimal words number in a message to be sent. For example, a message that includes only one word such as "Hello" will not be sent to you while a longer message such as "please call me back to 818-5553215" will.

In the lower field, insert the Email address you would like the messages and form to be sent to. You can add multiple addresses separated by a comma (,).

Delayed messages management

SetDelayed.png

Delayed messages automatically address every visitor currently browsing the site according to the time passed since he entered the site. These messages only work when the site's status is online.

You can create number of messages and set a certain delay time so every message will be sent to the visitor after the time select will pass.

Note that these messages will be sent to the visitor only if he hasn't written anything in the chat so they won't interfere with an active conversation.

To activate the delayed messages, first check the box next to the line "Allow delayed messages". Write the text of the message you would like to be sent and set the delay time in seconds. For example, a message that was set to 15 seconds will be sent to any visitor that is currently browsing the site once 15 seconds have passed since he entered.

The purpose of these messages is to engage in a chat with the visitor. Therefore it is recommended to formulate message of personal nature. For example: "Hi, good afternoon, how do you do?".

Make sure the checkbox next to the word "active" is checked in order for the message to work.

The existing messages list:

Every message is added to the list once created. You can edit the message by clicking the edit button (SHedit.png) You can edit any message by clicking the delete button (Delete1.png) You can quickly enable or disable any message by checking/unchecking the box next to it. This allows the ability to use messages with a time relevancy (good morning, good evening).

Manage system messages

There are several system messages that are sent automatically to the visitors according to the routing system. For further explanation about the chat routing system visit the Agents management page.

You can choose whether to activate or deactivate any message and change its content. To enable or disable a certain message, check or uncheck the box next to it. To change the content of a message, insert your text in the text field under the title "Edit". Remmember to click the submit button at the end of the list so the changes will be saved.

The available messages:

Message type Description Picture
You are currently speaking with {1}. This message will be sent to the visitor the while he's being routed to one of the operators - When he sends a message or an operators sends him a message.

The parameter {1} is a variable the preserve space for the operator's name. An example for this message will be "You are currently speaking with John"

RepNameMessage.png
The representative went offline. You are redirected to another representative. This message is sent to a visitor if the operator disconnects while in an active conversation. Happens when the operator changes his status manually to "offline" closes the control panel.

The visitor will be automatically routed to another operator.

OfflineRepMessage.png
There are no available agents at the moment. Please fill in your details and we'll call you back soon. Thank you. This message will be sent when a visitor sends a message and there are no online operators.

This message works regardless of the chat offline status message.


This message will be sent at the same time as a contact form will be displayed.

NoRepMessage.png
The conversation was closed by the representative. When a conversation is concluded, the operator closes the conversation in order to make room for new conversations.

This message is sent to the visitor after the conversation was closed.

In addition, a reopen link will appear.

ClosedMessage.png
All agents are currently busy. Please hold This message is sent to a visitor once he enters a waiting queue.

If the visitor sends a messages and all operators are busy (filled their conversation limit), he enters a waiting queue until one of the operators is available.

PleaseHoldMessage.png

Prepared sentences

The system provides the ability to set a reservoir of sentences prepared in advance to save time typing a message.

During the chat conversations there are certain sentences that are most likely to be sent many times. The operator will have to write them all over again. The prepared sentences feature is designed to answer this phenomenon.

You can learn more about using the prepared sentence in the chat conversations on the Chat management page.

There are two similar components for creating a sentence reservoir. This one is related to the site itself. The sentences you add here will be available for any operator when chatting with the selected site's visitors.

There is a separate reservoir for every operator in the agent settings section, where every operator can set his own sentences for his use during conversation with any visitor in any site he operates in.

You can add unlimited number of sentences and divide them into categories.

Site's prepared categories
SitesCategories.png

First, you have to create the categories which will include the soon to be created sentences.

Insert the category name. Check the box to indicate whether it is going to be active or not. Click on the "send" button to save. Every category you create will be added to the list below.

In the list you can edit the category by clicking on the edit button (SHedit.png). You can delete the category by clicking the remove button (Delete1.png). Likewise, you can change the sort order of the categories by clicking on the arrows.

Site's prepared messages
SitesSentences.png

To create a sentence, insert its content in the text box. The system will keep the structure of the text and allow adding paragraphs. Thus you should pay attention to the gaps in the sentence.

Select the preferred category from the drop down menu of categories you created earlier. Check the sentence to be active. Click on the "sent" button to save. Every sentence you create will be added to the list below. In the list you can edit the sentence by clicking on the edit button (SHedit.png). This is how you move a sentence from one category to another. You can delete the sentence by clicking the remove button (Delete1.png). Likewise, you can change the sort order of the sentences by clicking on the arrows.

Content and toolbar settings

SelectContent.png

In this section you can set the chat bar's appearance, change its color and location and add content on it.

Display and components settings

SetDisplay.png

This section includes several appearance changes.


To enable or disable each of the options, respectively check or uncheck the box next to it.

Option Meaning
Allow bubble message This option determines whether any message that is sent to the visitor will open the entire chat window or will be displayed as an half sized cube on the bar.

Any message regardless to the fact it is manual or automated will appear in the visitor's chat bar. You can decide how. If you check the box, an incoming message will appear in a quad Bubble on the chat bar. If you leave this option unchecked, an incoming message will open the entire chat window.

Online.png
Display the shop feature on SiteHood's tool bar This option determines whether to activate the shop feature or not. Further information about the shop feature can be found in the shop feature section.
Display the news feature on SiteHood's tool bar This option determines whether to activate the news feature or not. Further information about the news feature can be found in the news feature section.
Minimize the chat bar This option is only relevant if you use one of the above features. If this option is unchecked and one of the above is, the chat bar will be displayed in the center of the screen and every feature will be displayed on the bar next to the chat.

If you do check this option, the chat will remain in its minimized size when every feature will have its icon.

Minimised chat bar
Spread chat bar
Contact form before starting a conversation This option is designed for site owner who would like to make sure they will only chat with visitors who first filled a contact form.

If this option is checked, the visitor will have to fill the contact form before he can chat with the site's operator.

Enable requesting Facebook details By activating this feature you can ask your visitors to log in with thier Facebook account to you can identify them by their profile details. More information can be found on the Social Sitehood page.
Chat bar Location:
SetLocation.png

In this section you can decide where the chat bar will be displayed in your website.

There are three preset locations that ensure the chat bar will be aligned to the bottom of the page when scrolling. It means that no matter if you scroll the page down or up the chat bar will remain in its position.

In this example you can see that the distance from the right side on the X axis and form the top in the Y axis is 300 pixels.

You can also set a manual location for the chat bar by selecting "Custom settings".

This option will open selectable fields for setting the location on the X and Y axis (horizontal and vertical).

Set the coordinates by pixels and choose where they will be calculated from:

In the X axis:

  • Right-hand side
  • Center of the screen
  • Left-hand side

And in the Y axis:

  • Top of the screen
  • Bottom of the screen

Note that when choosing the coordinates the actual location can be altered in other screens according to different resolutions.

Scroll the chat with the website: Decide whether the chat bar will remain fixed when scrolling much like the standard locations (remain in the same spot even when scrolling upwards or downwards) and will be floating on the site if you will.

If you leave this option unchecked the chat bar will act as an internal part of the site and will scroll down or up with all other of the site's components (just like one of the sites images).

Renaming the chat bar components

SetNames.png
BarNames.png

In this section you can change the names of the components as they appear on the bar itself. If you choose to leave these fields empty, the default names will be displayed.

  • The chat - Online chat
  • The shop - Add-ons
  • The news - News

Sitehood recommend changing the chat name "online chat" to an inviting phrase such as "Click to chat" or an individual phrase related to your site.

Panel design

PanelDesign.png

In this section you can choose the most suitable color to your site.

Sitehood provides variety of colors and adds more colors every once in a while.

Click the desired color to select it.

You can see a preview of the selected color.

The shop settings

PanelDesign.png
ShopList.png

You can add your marketing material on the chat bar.

The shop feature provides the ability to add products or services in a specialized window on the chat bar.

When adding a product, you can write three lines of text, upload an image and add a link to the product's page in your site.

First, select an appropriate title for the shop. For example you can write "this month specials". You can add 3 lines of text that will appear one after the other. For example:

  1. The product's name
  2. Short description
  3. Price

By clicking on the image square, you can upload the product's image. The images preferred size should be 60X60 pixels. If no image was uploaded the system will display the default image. Empty.png

You can add a link to the product's page. The link will be displayed in the shop under the phrase "more info".

The existing products list

Every product you create will be added to the list. In the list you can edit the product by clicking on the edit button (SHedit.png). You can delete the product by clicking the remove button (Delete1.png). Likewise, you can change the sort order of the products by clicking on the arrows.

The system also provides a preview of the shop feature with the added products.

An example of the shop feature on the chat bar: ShopBar.png

The news settings

SetNews.png

Sitehood provides an option to keep the site's visitors posted by using a scrolling news window on the chat bar. You can add news that will appear in sequence of creation date and will be scrolled from bottom up. When adding a new post, you have to insert a subject and the content. After adding the content, check the post to be active.

Every post created will be displayed in the list where you can edit or delete existing posts.

An example of the news window on the chat bar: NewsBar.png

Manage chat bar Language

SetLanguage.png

Sitehood's chat is available in more languages other than English. In this section you can decide what language the chat will be displayed in. The Chat's language expressed in constant phrases such as "Online chat", "Writing" "Welcome" and more.

This option is available for website with a non-English speaking audience.

Remember that in order to see the language change you have to delete your browser's cache.

Facebook

SetFacebook.png

Sitehood provides sending the visitors a "like" button (Like.png) of your fan page inside the chat.

The option saves you the need to convince the visitor to search for your name on Facebook, enter your page and click the like button there.

The visitor receives the your like button inside the chat conversation and all he has to do is one click.

To learn how to send a like button visit the chat management page

Department Settings

Depatments.png

The system allows creating departments and dividing the web pages and operators accordingly. Using departments, you can provide priority to operators during the chat routing, activate delayed messages in certain pages and more. Further explanation about the departments can be found in the Departments and skills page.

Feedback questions

SetFeedback.png

In this section we will learn how to create feedback questions and what do they mean.

As you can see in the Chat management page, you can manually send a feedback form to the visitor with questions you set earlier.

The visitor can choose to answer these questions and send the feedback.

In the feedbacks page you can see statistics regarding the feedbacks answers.

FeedbackList.png

To create a feedback question, click on the feedback questions section in the settings page.

Insert the question content and set it to be active.

Pay attention! The question can be only answered in grades of 1 to 5 (Not satisfied - Very satisfied)

Every feedback question will be displayed in the list below. In the list you can edit the question by clicking on the edit button (SHedit.png). You can delete the question by clicking the remove button (Delete1.png). Likewise, you can change the sort order of the question by clicking on the arrows.

The feedback form containing the question will appear on the visitor's chat bar once sent. BarFeedback.png

Feedback results

FeedbacksResults.png

The feedbacks result can be found in the feedback page.

Select the date range for search the results.

The number of answered feedback will be displayed next to the questions. The average answer grade will be displayed next to each question.

Sitehood account Settings

In these sections you can edit the users account details, create new agent accounts and add new websites to the account.

Account.png

Account Details

AccountDetails.png

Here you can change the details you added during the registration process. Note that these details are relevant to the account itself. During the registration process, there was also an administrator agent user created. You can edit this agent as well as others in the next section.

Agents management

AgentsManagement.png

Sitehood provides an advanced agent system allowing to add multiple operators and select their permissions. Detailed explanation about permissions, call routing and the meaning of the agents system can be found in the Agents management page.

In this section you can learn how to add or edit agents.

Note that you cannot login to sitehood using the same username and password from more than one computer at the same time. That is why every agent has his own user account. To login from another computer, first logout of the previous one!


Adding a new agent

AddAgent1.png

Here you can create a new agent (administrator or minor operator).

The agent creation process includes several steps:

  • Create a user in Sitehood
  • Chat display details
  • Account type and conversation limit
  • permissions
  • Sites activity

1.First add the agent's details. The purpose of those details is to create a user account on Sitehood and won't be available for the site's visitors.

As you can see in the picture (1), you have to add first and last names, a valid Email address, a username and a password. You are creating a new user account on Sitehood so you have to add a username that haven't been taken yet.

2.Now add the display details of the agent. These details will be displayed to visitors while they chat with this agent.

As you can see in the picture (2), you can add a nickname, an opening sentence and a Role. If these fields will remain empty, the default names will be used:

  • Name: Site representative
  • Opening sentence: Welcome
  • Role: won't be displayed

You can also add an image by clicking on the default agent image and choosing a file to upload.


3.Now you can determine whether the agent will be active or not (it allows you to suspend the agent without deleting him).

Decide whether this agent will be an "operator" or an "administrator".

  • Administrator - Receives all permissions automatically. Can change any setting in the settings page.
  • Operator - You can limit his permissions as you like. Can only change his own settings in the settings page.

Determine the conversation limit for this agent - Limiting the number of visitors that can be assigned to this agent at the same time. An explanation can be found in the Agents management page. The default conversation limit is 3. Note that if you set it to be 0 the agent will not receive any conversations.

If you would like this agent to be a lead coordinator check the box next to it. A lead coordinator does not receive new conversation automatically but can receive conversation manually by chat transfer being done by another operator.

AddAgent2.png

4.You can grant the agent with access permissions to the system's pages and with conversation permissions.

As you can see in the picture (4), you can decide which pages will the agent be able to enter and which permission will he be able to use during a conversation.

  • Control panel - In this page the operators conduct the chat.
  • Settings - As long as this agent is not an admin he will only be able to edit his own account details in this page.
  • History - The agent will be able to visit the history interface, watch visitors details and conversations and export it (For more information visit the history interface page).
  • Statistics - The agent will be able to visit the statistics interface and watch the full information about the site's traffic and statistics (For more information visit the Statistics and reports page).
  • Leads Terminal - The agent will be able to watch the leads terminal where any leads produced by the chat is saved (For more information visit the the lead system page).

Conversation permissions

  • Authorized to see all visitors - The operator can see visitors that are related to other operators and visitors in lobby (not related to anyone)
  • Authorized to send public messages - The operator can send a public message
  • Authorized to take over conversations - The operator can take over a conversation from another operator
  • Authorized to transfer conversation - The operator can transfer a conversation to another operator

5.Select which of the websites listed will the operator be active in

There might be several websites listed to the account but an operator is destined to handle only one of them. If the website is unchecked, the operator will not be able to see this site or its visitors in the control panel.

Note that if you add a new website to the system, you have to edit all existing agents and check the new site for any agent who should handle it. Moreover, if you add a new agent make sure he is related to the appropriate websites. The first agent created during registration will be automatically related to the first registered website.

The existing agents list

AgentsList.png

Every agent you create will be added to this list. You can see his name, his username and you can tell if he's an administrator (User admin.png) or a regular operator (User user.png).

In the list you can edit the agent by clicking on the edit button (SHedit.png). You can delete the agent by clicking the remove button (Delete1.png). Note that you cannot delete an administrator. In order to delete an administrator, first edit him, change him to be a regular operator, then delete him. Your account has to have at list one active administrator!

The agent created during the registeration will always be an administrator.


Relate an agent to the site's pages

Besides relating an agent to a department (for information visit the Departments and skills page), you can also relate him to single pages.

When clicking on the button Users to pages.png, a window will pop with the webpages list. In one side you can see all of your site pages and on the other side the list of pages related to this agent. Note that the list will contain only pages that Sitehood system indexed meaning only pages in which at least one visitor entered after adding the script.

In order to relate pages to the agent, choose the pages and click on the button with the arrow pointing to the related pages list. If you would like to remove pages make the opposite action.

To select and relate more than one page at a time you can use the Control button on your keyboard (Ctrl).

After relating the pages to this agent, visitors who send messages while browsing one of these pages will be identified to be in this agent's field and he will get precedence when the system will rout them to an agent.

Add site

AddSite.png

As explained, you can manage more than one website simultaneously under one interface.

In this section you can register another website to your existing account.

Further explanation about the site adding process can be found in the Sitehood registration process page.

Pay attention! After adding a new website return to the agents management and check this site for every agent you want to be active in this site so they can see this site's visitors in the control panel.

Agent settings

AgentInfo.png

These settings are the only settings an agent can see in the settings page (as long he is not an administrator).

These setting are similar to the settings in the agents management settings.

Agent info

In this section an agent can change his user details, edit his display details and change his password.

Setting Description Image
Agent's user details In this section you can change the user details of the agent as they were first added by the administrator in the agents management section. Changing these details does not affect the base account nay the agents user account itself.
AgentUSer.png
Display info Here the agent can change his "business card" in front of the site's visitors. He can change his image, name, opening sentence and role. You can find more info in the adding a new agent section.
AgentDisplay.png
Change password In this section the agent can change his login password. To do so he has to insert his old password. In the agents management section, the admin can change he's password without having to insert the old one.
ChangePassword.png
Advanced Info The agent can see his granted permissions, his conversation capacity (limit) and the websites he is active in.
AgentAdvanced.png

Notice that in order to prevent the agent from receiving this details, you can easily unchceck the "settings" in the access permissions when editing his account in the agents management page.

Prepared Messages

AgentsPrepered.png

The system allows the establishment of prepared sentences pool for saving typing time.

During the chat conversations you can see that there are certain sentences the operator has to write every time.

You can visit the Chat management page to learn how to use these sentences.

There are two similar prepared sentences components. This section belongs to the operator. The sentences created here will only be available for the operator who set them. He will be able to use them during a conversation with any visitor from any site.

There is a separate section for prepared sentences by sites where you can create sentences available for every agent.

You can add unlimited number of sentences and divide them to categories. Additionally, you can add prepared links to be sent to visitors under a clickable text (blue and underlined).

Agent 's Prepared Categories
AgentsCategories.png

First, you have to create the categories which will include the soon to be created sentences. Insert the category name. Check the box to indicate whether it is going to be active or not. Click on the "send" button to save. Every category you create will be added to the list below.

In the list you can edit the category by clicking on the edit button (SHedit.png). You can delete the category by clicking the remove button (Delete1.png). Likewise, you can change the sort order of the categories by clicking on the arrows.

Agent's prepared messages
AgentsSentences.png

To create a sentence, insert its content in the text box. The system will keep the structure of the text and allow adding paragraphs. Thus you should pay attention to the gaps in the sentence.

Select the preferred category from the drop down menu of categories you created earlier. Check the sentence to be active. Click on the "sent" button to save. Every sentence you create will be added to the list below. In the list you can edit the sentence by clicking on the edit button (SHedit.png). This is how you move a sentence from one category to another. You can delete the sentence by clicking the remove button (Delete1.png). Likewise, you can change the sort order of the sentences by clicking on the arrows.

Agent's link reservoir
AgentLinks.png

To add a link, add its address location (url) to the first text box and its description in the second box.

When sending this it, the link will appear in the chat as a clickable phrase directing to the url you add. For example you can add the link "https://wwww.sitehood.com" and write in the description "Sitehood's homepage". In the chat conversation, the link will be displayed in this manner: Sitehood's homepage.

Every link you create will be added to the list where you can edit it just like the regular prepared sentences.

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