How to set up WSChat – ELEX WordPress Live Chat Plugin?

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This article explains the step-by-step tutorial to set up WSChat – ELEX WordPress Live Chat Plugin. For more information on the plugin, refer to the product page.

Overview

Here are some of the major highlights of this plugin:

  • Instant chat with Customer support: Live chat interface on your WordPress website that allows your visitors to start conversion regarding your product/service.
  • Start conversation from Agent’s side: You can view details about the currently active users and can start a conversation from your (agent’s) side.
  • Unlimited agent profiles: You can create unlimited agent profiles for your customer support team.
  • Customize the chat widget: You can customize the chat widget based on your website theme. You can change the widget theme (includes background images), background color, text color, chat region color, button color, date & time color and so on.
  • Pre-Chat Form: You can create desired pre-chat forms that allow you to communicate with users when you are offline. You can then reply to the messages via emails. You can also show online/offline status to the users.
  • Easy integration with WSDesk: If you use our WordPress helpdesk plugin, WSDesk, you can easily import agents for it and use the same agents for WSChat as well.

Getting started with WSChat

Read an article to know how to complete the checkout process on ELEX. You can also read how to download, install, activate ELEX plugins.

To access the plugin settings go to WordPress Left Sidebar menu > WSChat.

Replying to Active Chats

Go to WSChat > Live Chat > Click on the Active Chats tab.

An active chat lasts as long as the customer’s session on your website, after which, it moves to the “Recent Chats” tab.

Here’s how a live chat conversation happens in WSChat:

  • A user starts a conversation in the chat widget on your website.
Set up WSChat - ELEX WordPress Live Chat Plugin | Chat Widget on the website

Chat Widget on the website

  • Agents are notified with a sound notification whenever a new chat arrives. All the conversation can be seen in the Active Chats section.
  • An agent can click on the desired chat and join to the conversation.

A sample Active Chat setup is shown in the screenshot below.

Set up WSChat - ELEX WordPress Live Chat Plugin | Joining an Active Chat

Joining an Active Chat

You can notice that some random unique code is given for some users in the active chats. These are users that are not logged into your website, in other words, the unregistered users of your website. Although this type of code is also given for registered users as well, they are replaced with respective usernames given on your website. The only purpose of this unique code is to identify each user on your website.

Viewing Recent Chats

Go to WSChat > Live Chat > Click on the Recent Chats tab.

After a user ends a chat session, the chat conversation from the “Active Chats” tab moves to the Recent Chats tab. The chats in this tab appear only for 10 minutes, after which the conversation moves to the “Chat History” dashboard.

To continue the conversation in the session, users can back within 10 minutes and reply to the messages. As a customer support agent, you can reply to them as required.

Set up WSChat - ELEX WordPress Live Chat Plugin | Replying to a Recent Chat

Replying to a Recent Chat

Viewing Chat History

Go to WSChat > Chat History.

All the chats in the “Recent Chats” will be moved to this Chat History dashboard after 10 minutes of ending the respective sessions.

Set up WSChat - ELEX WordPress Live Chat Plugin | Chat History

Chat History

The chat history table shows the Session ID, User name, User email address, Agent name (if assigned), and Last chat date.

If you wish to delete some chats, you can select the checkbox present at the prefix of each session, and click on the Delete button as shown in the below screenshot.

Set up WSChat - ELEX WordPress Live Chat Plugin | Deleting Chat History

Deleting Chat History

Tracking and Initiating a chat with Live visitors

Go to WSChat > Active Visitors.

The WSChat plugin allows you to view live visitors’ information on your website and initiate a chat with them. This allows you to help with their concerns beforehand and is a good approach for pre-sales queries.

Set up WSChat - ELEX WordPress Live Chat Plugin | Active (Live) visitors

Active (Live) visitors

The plugin shows live visitor information like –

  • Username
  • The IP address
  • The URL of the page on which the user is currently active
  • The logos of the user operating system and browser.
  • The total uptime.

To initiate a chat, click on the desired username. A new tab opens with the chat interface, where you can initiate your conversation with the user. A sample setup is as shown in the screenshot below.

Set up WSChat - ELEX WordPress Live Chat Plugin | Agent Initiated Chat

Agent Initiated Chat

Generic Settings

Go to WSChat > Settings.

These settings help you customize the widget, create agent profiles, and configure the pre-chat form settings.

Widget Settings

Go to WSChat > Settings > Click on the Widget Settings tab. The widget settings are as below.

Set up WSChat - ELEX WordPress Live Chat Plugin | Widget Settings

Widget Settings

  • Widget Status: Toggle the desired status – Online and Offline, to show in the chat widget in the front-end of the site.
  • Widget title: Give a custom online or offline status text.
  • Header Text: Provide a desired header text for the widget.
  • Pre-Chat Form: Enable this setting to create a pre-chat form in your chat widget, that will accept user information before proceeding with the chat. Additionally, you can choose to enable this form, when you are offline.
Set up WSChat - ELEX WordPress Live Chat Plugin | Pre-Chat Form settings

Pre-Chat Form settings

You can add desired input fields like a textbox, text area, checkbox, radio button, and drop-down.

  • Pre-Chat For Label: Customize this label for pre-chat form. This label will be visible on top of your pre-chat form.

Widget Appearance

Go to WSChat > Settings > Click on the Widget Appearance tab.

If you wish to customize the chat interface based on your requirement, the plugin provides some handy settings for this. You can preview the widget settings in a sample chat widget placed on the bottom right corner of the settings.

Set up WSChat - ELEX WordPress Live Chat Plugin | Widget Appearance settings

Widget Appearance settings

You can customize the following widget entities:

  • Select Theme: Choose a desired theme for the widget –
    • Standard – A medium-sized widget with options to customize the color of each aspect of the widget.
    • Modern – A large widget with options to choose attractive predefined images for chat background and to customize colors of header, text, and text area.
    • Tiny – A small widget with options to customize the color of each aspect of the widget.
Set up WSChat - ELEX WordPress Live Chat Plugin | Widget Themes

Widget Themes

  • Header Background color
  • Header Text color
  • Chat Background (Predefined images for Modern theme and colors for Standard and Tiny theme)
  • Agent Message Background color
  • Agent Message Text color
  • Visitor Message Background color
  • Visitor Message Text color
  • Marketing Content Text color
  • Attachment Button’s Color
  • Date and time color
  • Submit Button color

The below image shows the above entities in the widget.

Set up WSChat - ELEX WordPress Live Chat Plugin | Widget Entities

Widget Entities

Agents

Go to WSChat > Settings > Click on the Agents tab.

Click on the Add Agents button on the top right corner to reveal further settings. You can create a new WordPress user by ticking the “Create New User” checkbox or select an existing WordPress user of your website from the drop-down list.

Set up WSChat - ELEX WordPress Live Chat Plugin | Creating an Agent Profile

Creating an Agent Profile

WSChat allows you to create any number of user profiles. You can click on the Remove button of the respective agent to delete the agent profile. One important point to remember is that a WordPress administrator cannot remove another administrator profile from WSChat.

Email Settings

Configure these email settings to let users send emails from pre-chat form. You need to provide details like sender name, sender email address, and a common subject line.

A screenshot with sample settings is shown below.

Set up WSChat - ELEX WordPress Live Chat Plugin | Email Settings

Email Settings

Reports

Analyze your customer support performance in the reports dashboard. You can choose the desired date range to view reports. You can view ratings, quality score, and the number of tickets associated with all agents.

Set up WSChat - ELEX WordPress Live Chat Plugin | WSChat Reports

WSChat Reports

Integrating with WSDesk

If you handle your customer helpdesk with our WSDesk plugin, you can easily import the agent profiles from WSDesk to WSChat. This integration will be an advantage when you have the same customer support agents working on both WSDesk and WSChat.

When WSDesk is installed on your WordPress site, a new feature to import appears in the WSChat Agent’s tab, as shown in the below screenshot.

Set up WSChat - ELEX WordPress Live Chat Plugin | Importing WSDesk Agents

Importing WSDesk Agents

Click on Import WSDesk Agents button to start importing agents from WSDesk.

This should help you get started!

 


To explore more details about the plugin, go check out WSChat – WordPress Live Chat Plugin.

check out the product documentation section for more related articles.

You can also check out other WooCommerce and WordPress plugins in ELEX.

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