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How to Set Up WSChat – ELEX WordPress Live Chat Plugin?
This article explains the step-by-step tutorial to set up WSChat – WordPress Live Chat Plugin.
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 WSDesk – WordPress Helpdesk & Customer Support Ticketing Plugin, you can easily import agents for it and use the same agents for WSChat as well.
- AI chatbot integration with Dialogflow: Integrating chatbots with AI using Google’s Dialogflow for making your customers get automated answers as soon as possible when they raise a query through chatbots.
Getting Started with WSChat
Replying to Active Chats
Go to WSChat > Live Chat > Click on the Active 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.
- 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 the conversation.
A sample Active Chat setup is shown in the screenshot below.
All incoming messages from the customers will be listed on the Active chat tab from where agents can click ‘Join’ and send responses.
You can find the name, email ID, and phone number of the customer who has sent the message to you, if you have enabled the pre-chat form. Because, before initiating a chat, an unregistered user has to fill up a form by entering the details such as name, email ID, and phone number. These are the 3 options available on pre-chat by default. You can add any custom fields. So it will be easy for the agents to assist the customers.
Sometimes, 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. This usually happens when you are disabled the pre-chat form. Check the screenshot below.
You can type the message and click Send. If you need to search a chat thread, you can type the letters or words into the Search field to find the thread.
This reply will reflect on the customer side as in the below screenshot.
When the agent has joined the conversation, the customer will get notified. If the agent is typing something, that typing signal can also be seen by the customers.
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’ tab moves to the ‘Recent’ chat tab. The chats in this tab appear when the session is active, after which the conversation moves to the ‘Chat History’ dashboard.
Viewing Assigned Chats
All chats assigned to agents will be listed in this tab. That is, when an agent click ‘Join’ for replying to a message from a customer, the chat will come under assigned chats.
Go to WSChat > Live Chat > Click on the Assigned tab.
Viewing Missed Chats
With this option, you will not miss any chats. You can click on the button on the chat dashboard header. Additionally, missed chats will be shown on the Active chat tab as well. It will show all the skipped chats. If there are no missed chats, it will display as ‘there are no missed chats’. Check the screenshot below.
Missed chats will show on the Active chat header as in the below screenshot.
Changing the theme of agents’ chat dashboard
On the chat dashboard header, you can find an option to change the theme color. You can choose any color, which is comfortable for you. It will change the color in just one click.
Get customers’ information
You can get your customers’ information such as their name, last seen, email ID, phone number, location, the current page they are viewing on your website, and the date & time in their country or location. You can view their location on the Google map as well.
For that, click on the 3 dots on the right side of the dashboard.
After clicking on the button, a tab will be opened.
If you click on the current location of the customer, you will be redirected to the Google Map location. If you click on the Current page link, it will be redirected to the webpage which the customer is viewing.
You can also find the products in their shopping cart if your website is a WooCommerce store.
You can also see the user reaction for your chat assistance as a like or dislike.
If you have integrated WSChat – ELEX WordPress Live Chat plugin with WSDesk – ELEX WordPress Helpdesk & Customer Support Ticket System plugin, you can invite agents from it and make the chat as a ticket to WSDesk by entering the raiser email, subject and description.
When you click Invite Agent, a pop-up window will appear to choose an agent. You can choose the agent and send an invite email by clicking the Invite button.
To send the chat as an email, you can enter the desired email ID and send by clicking the Send as E-Mail option.
When you click the Create WSDesk Support Ticket option, a pop-up window will appear. Using this, you can raise a ticket.
If you click on the Search tab, you can send a product from your store if your site is a WooCommerce site, and see the order placed by the customer with the details such as order ID that redirects to the respective order page, created date, and amount.
You can search for a product in your store by entering the first few letters of it, and select the product from the list. For sending to the customers, you can click the Send button after choosing the required product.
If you hover the mouse on the product, you can see the product details.
If the customer clicks the Cart button, they will be redirected to the Cart page. It will reflect on the customer’s side as in the below screenshot.
Viewing Chat History
Go to WSChat > Chat History.
All the chats in the ‘Recent’ tab will be moved to this Chat History dashboard after ending the respective sessions.
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 the Delete button as shown in the below screenshot.
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.
The plugin shows live visitor information like –
- 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.
This will reflect on the customer’s side as in the below screenshot.
Go to WSChat > Settings.
Go to WSChat > Settings > Click on the Chat Settings tab. The widget settings are as below.
- Agent Notification Sound: You can choose a notification sound for the agents when a message has been received from a customer. You can choose an option from the drop-down list. There are 4 sounds such as Messenger, Hangout, Bell, and Popup.
- Visitor Notification Sound: You can choose a notification sound for the customers when a message has been received from the agent. There are 4 sounds such as Messenger, Hangout, Bell, and Popup from which you can choose one.
- Live Chat: Enable this option to allow customers to live chat with you.
- Widget Status: Toggle the desired status – Online and Offline, to show in the chat widget in the front-end of the site.
- Chat Access: Choose the user roles who can access to the chat on your website. Choose the webpages as well to display the chat widget on those specific pages exclusively.
- Widget Font: Choose a font for the text to display on the widget. You can choose any option from the drop-down list. There are 5 options available other than the default font such as Sans-serif, Monospace, Fantasy, Roboto, and Cursive.
- Header Text: Provide a desired header text for the widget.
- Chat Header Settings: By default, a ‘mute’ option will be there on the chat header. In addition to that, you can add Attachment, Video Recorder, Send chat history, and Chat rating.
- Powered by WSChat Tag: Disable this option to remove the ‘Powered by WSChat’ tag.
- Auto Reply for Offline Mode: You can enable this option to leave a reply to the customer automatically if you are not available online. This option will be activated if you have disabled Dialogflow option(for AI integration).
- Pre-Chat Form: Enable this setting to create a pre-chat form in your chat widget, that will accept user information from unregistered users before proceeding with the chat. Additionally, you can choose to enable this form, when you are offline.
- Pre-Chat Form Label: Add a custom text to display on the top of the pre-chat form.
- Only for Offline Mode: Enable this option to make the pre-chat form available only when you are offline.
- Add/Edit Fields: By default, there are 3 options such as name, email, and phone number. You only need to activate or deactivate it according to your needs.
To add a new field, click Add Fields.
- Field Type: Choose a field type such as textbox, text area, checkbox, radio button, and drop-down.
- Field Name: Add a name for the field, for example, zip code.
- Mandatory for End users: Enable this option to make the field mandatory to be filled by the customers.
After adding the details, click Add.
Check an example.
Here, I have chosen Checkbox, added the label ‘Category of products’, and added 3 values for that. I have made the field mandatory for end users.
This will reflect on the user side when they skip the mandatory field as in the below screenshot.
Send Chat History To an Email
Enter the email ID to which you need to send the chat history.
Attach and Send Files
There is an option for customers to attach and files.
Record and Send a Video with WSChat
Customers can record and send the video as a query or response using WSChat.
Customers can like or dislike to indicate their satisfaction by clicking on the buttons.
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 customize the colors of the following widget entities:
- Header Background
- Header Text Color
- Chat Background
- Agent Message Background
- Visitor Message Background
- Message Text Color
You can also reset the colors to default by clicking Reset to Default.
You can see the widget as,
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.
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.
Configure these email settings to let users send emails from pre-chat form. You need to provide details like a sender name, sender email address, and a common subject line. If you enable the ‘Email Notification’, an email notification will be sent to the configured ‘from’ mail ID when a chat is initiated.
A screenshot with sample settings is shown below.
Chatbot AI (Dialogflow)
Integrate WSChat with Google’s Dialogflow to generate AI and NLP based automated responses to the customers’ queries even if you are not online to answer immediately.
Enable Dialogflow, enter the project ID and paste the JSON file format Google service account private key file in the respected fields. Choose an agent language if required.
- Create training phrases and set responses: You can easily add training phrases for comparing it with queries raised by the customers and add corresponding responses to be triggered.
- Fetch values and include it in your responses: You can fetch values from the users and include them in the corresponding response by prompting.
- Create custom payloads: You can create custom payloads to trigger video, audio, image, and documents as responses.
- Integration of Facebook, Google Assistant, and Slack: Set different responses by integrating different platforms such as Facebook, Google Assistant, Slack, and Telegram, etc.
- Quick replies to the customers even if you are offline: You can improve the customer experience by automating the responses and providing fast answers for their problems even if you are offline.
- Easy integration with Firebase: Store the image, audio, video and document files in Firebase and add the link to Dialogflow as responses.
- Generate project ID and Google service account private key file: You can copy the project ID and a link will be provided to Google cloud platform to generate Google service account private key file in JSON/ P12 file format.
Check Integrate WordPress Live Chat with AI Chatbot Powered by Google Assistant to know how to generate project ID and Google service account private key file. Choose your respective agent language and click on Submit to integrate Dialogflow with WSChat.
Analyze your customer support performance in the reports dashboard. You can choose the desired date range to view reports. You can view ratings, quality scores, and the number of tickets associated with all agents.
Integrating with WSDesk
If you handle your customer helpdesk with our WSDesk – WordPress Helpdesk & Customer Support Ticketing 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.
Click on the 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.