Difference between revisions of "Live Chat Addon"
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− | + | == About this Addon Module == | |
− | == | + | Live Chat allows you to chat and engage with customers. It includes in-chat access to customer products and billing, and chat transcripts become support tickets after the chat concludes. You can use Live Chat from a downloadable client that's available for most major mobile and desktop operating systems. |
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+ | <table class="table" style="text-align:center;margin:1em 1em 1em 0;background:#F9F9F9;border:1px #AAA solid;border-collapse:collapse;width:100%;"> | ||
+ | <tr> | ||
+ | <th style="border:1px #AAA solid;padding:0.2em;background:#F2F2F2;text-align:center;">Addon Name</th> | ||
+ | <th style="border:1px #AAA solid;padding:0.2em;background:#F2F2F2;text-align:center;">Latest Release</th> | ||
+ | <th style="border:1px #AAA solid;padding:0.2em;background:#F2F2F2;text-align:center;">Current Version</th> | ||
+ | <th style="border:1px #AAA solid;padding:0.2em;background:#F2F2F2;text-align:center;">Compatible With</th> | ||
+ | <th style="border:1px #AAA solid;padding:0.2em;background:#F2F2F2;text-align:center;">Included in WHMCS</th> | ||
+ | </tr> | ||
+ | <tr> | ||
+ | <td style="border:1px #AAA solid;padding:0.2em;">Live Chat Addon'</td> | ||
+ | <td style="border:1px #AAA solid;padding:0.2em;">17th May 2021</td> | ||
+ | <td style="border:1px #AAA solid;padding:0.2em;">5.8.9800</td> | ||
+ | <td style="border:1px #AAA solid;padding:0.2em;">WHMCS 8.0 and later</td> | ||
+ | <td style="border:1px #AAA solid;padding:0.2em;color:darkred;">No</td> | ||
+ | </tr> | ||
+ | </table> | ||
− | [[File: | + | [[File:Available_on_marketplace.png|link=https://marketplace.whmcs.com/product/34]] |
+ | == Activating Live Chat Addon == | ||
− | + | Before you can activate Live Chat, you must download it from the WHMCS Marketplace. | |
− | + | <html><a href="http://www.youtube.com/watch?v=fcCKomdCe4Y&hd=1" class="docs-video-tutorial"><em>Watch the video tutorial for this feature.</em><span> <img src="https://assets.whmcs.com/icons/youtube.png"> </span></a></html> | |
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− | + | To do this: | |
− | + | # If you have not already purchased it, purchase Live Chat from [https://marketplace.whmcs.com/product/34 the Live Chat listing]. | |
+ | # [https://www.whmcs.com/members/ Log in here]. | ||
+ | # Go to '''Services > All Products & Services'''. | ||
+ | # Perform one of the following actions: | ||
+ | ## If you purchased your WHMCS license directly, select your main WHMCS license, select the '''Information''' tab, and download Live Chat. | ||
+ | ## If you purchased your WHMCS license from a reseller, select your Live Chat purchase, select the '''Downloads''' tab, and download Live Chat. | ||
+ | # Unzip the ZIP file. | ||
+ | # Upload the contents of the <tt>upload_me</tt> directory to the root directory in your WHMCS installation. | ||
+ | # Check to ensure that the <tt>/modules/livehelp/templates_c/</tt> directory is writeable. | ||
+ | # Go to <tt><nowiki>www.example.com/whmcs/modules/livehelp/install</nowiki></tt>, where <tt>www.example.com</tt> is the domain for your WHMCS installation, to complete installation. | ||
+ | # Delete the <tt>/modules/livehelp/install/</tt> directory. | ||
− | + | <div class="docs-alert-warning"><strong><i class="fa fa-info-circle"></i> License Update</strong><br />If you purchased the Live Chat Addon prior to installation, you may need to force a license update for your WHMCS installation to recognise the purchase. If you receive a license error or have trouble logging in after installation, log in to the WHMCS Admin Area, go to '''Help > License Information''', and click '''Force License Update'''. Then, reattempt login.</div> | |
− | + | == Using this Addon == | |
− | < | + | To log in to Live Chat, visit <tt><nowiki>www.example.com/whmcs/modules/livehelp/admin</nowiki></tt>, where <tt>www.example.com</tt> is the domain for your WHMCS installation. |
− | You | + | You can log in using the same username and password that you use for the WHMCS Admin Area. |
− | + | === First Login === | |
− | + | The first time that you use this, a login prompt will display. Enter your account, username and password: | |
− | + | * '''Account or Server:''' Enter the full path to the <tt>modules</tt> directory for your WHMCS installation. | |
+ | * '''Username / Password:''' Enter the same username and password that you use to log in to the WHMCS Admin Area. | ||
+ | * '''Enable Secure Sign In:''' Enable this if your WHMCS installation uses SSL. | ||
+ | * '''Sign In Automatically:''' Enable this to sign in automatically for future logins. If you enable this, in the future on this device you will only need to enter your password. | ||
− | + | For more information, see [https://www.chatstack.com/kb/category/apps/ the ChatStack website]. | |
− | + | === Desktop Applications === | |
− | + | Downloadable clients are available for Windows®, Mac®, and Linux®. Mobile Apps are also available for iPhone® and Android™. | |
− | + | [https://www.chatstack.com/kb/download-live-chat/ Download the latest version of the Windows desktop application] and follow the automated installation process. | |
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− | + | The Windows app has the following minimum requirements: | |
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− | The requirements | ||
*Windows 7 / Vista / XP SP 2 | *Windows 7 / Vista / XP SP 2 | ||
*Internet Explorer 7 or above | *Internet Explorer 7 or above | ||
− | * | + | *[http://www.microsoft.com/downloads/details.aspx?FamilyId=333325FD-AE52-4E35-B531-508D977D32A6 .NET Framework 3.5 SP1 or above] |
*Internet Connection | *Internet Connection | ||
− | + | For other operating systems, check their app stores for the downloadable clients. | |
− | + | == Upgrading == | |
− | + | If you have an earlier version of the Live Chat Addon, perform these steps to upgrade to the latest version: | |
− | + | # Log in [https://www.whmcs.com/members/ here]. | |
+ | # Go to '''Services > All Products & Services'''. | ||
+ | # Select your Live Chat purchase. | ||
+ | # Go to the '''Downloads''' tab. | ||
+ | # Download Live Chat. | ||
+ | # Unzip the ZIP file download. | ||
+ | # Upload the contents of the <tt>upload_me</tt> directory to your WHMCS installation's root directory. | ||
+ | # Log in to the Live Chat Addon administration panel to complete the upgrade process at <tt><nowiki>www.example.com/whmcs/modules/livehelp/admin</nowiki></tt>, where <tt>www.example.com</tt> is the domain for your WHMCS installation. | ||
+ | # Delete the <tt>/modules/livehelp/install/</tt> directory. | ||
− | + | == Uninstallation == | |
− | + | To remove the Live Chat Addon from your installation, delete the <tt>/modules/livehelp/</tt> directory and the <tt>/includes/hooks/livehelp.php</tt> file. | |
− | + | Optionally, you can also remove the database tables that begin with <tt>mod_livehelp</tt>. | |
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− | + | == Integration Outside of WHMCS == | |
− | < | + | <div class="docs-alert-warning">'''Do Not Attempt''' to add this code to WHMCS templates. Those templates handle it automatically.</div> |
− | + | To integrate visitor tracking and live help in pages outside of your WHMCS installation (for example, your main website), perform the steps below: | |
− | == | + | # Add the following lines to each page, once per page, after the <tt><title></tt> tag and jQuery call and before the <tt></head></tt> tag: <br /><source lang="js"><script type="text/javascript"> |
+ | <!-- | ||
+ | var Chatstack = { server: 'www.example.com/support/modules' }; | ||
+ | (function(d, undefined) { | ||
+ | // JavaScript | ||
+ | Chatstack.e = []; Chatstack.ready = function (c) { Chatstack.e.push(c); } | ||
+ | var b = d.createElement('script'); b.type = 'text/javascript'; b.async = true; | ||
+ | b.src = ('https:' == d.location.protocol ? 'https://' : 'http://') + Chatstack.server + '/livehelp/scripts/js.min.js'; | ||
+ | var s = d.getElementsByTagName('script')[0]; | ||
+ | s.parentNode.insertBefore(b, s); | ||
+ | })(document); | ||
+ | --> | ||
+ | </script> | ||
+ | </source>Make certain to update<tt><nowiki>www.example.com/support/modules</nowiki></tt> with the path to your WHMCS installation's <tt>modules</tt> directory. | ||
+ | # Optionally, you can either or both of these chat initiation methods: | ||
+ | ## To display the Live Chat Operator status and end user chat initiation button:<source lang="js"> | ||
+ | <a href="#" class="LiveHelpButton"><img src="http://www.example.com/whmcs/modules/livehelp/status.php" id="LiveHelpStatus" name="LiveHelpStatus" class="LiveHelpStatus" border="0" alt="Live Help" /></a> | ||
+ | </source> | ||
+ | ##To display a static text link for chat initiation:<source lang="php"> | ||
+ | <a href="#" class="LiveHelpButton">Chat With Us Live</a> | ||
+ | </source> | ||
− | + | == Troubleshooting == | |
− | == | + | ===Chat button non-functional / Blank live chat window=== |
+ | If clicking the chat button results in nothing happening or the live chat popup window is showing a blank chat window, make certain that the <tt>/modules/livehelp/templates_c/</tt> directory both exists and is writeable. | ||
− | + | We recommend that you try the following permissions in this order: <tt>755</tt>, <tt>775</tt>, and <tt>777</tt>. | |
− | + | ===The requested content cannot be loaded. Please try again later.=== | |
− | + | This message may appear when you click '''Chat Now'''. This indicates that the system cannot create the templates cache. | |
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− | + | To resolve this, make certain that the <tt>/modules/livehelp/templates_c/</tt> directory exists and is writeable. | |
− | + | We recommend that you try the following permissions in this order: <tt>755</tt>, <tt>775</tt>, and <tt>777</tt>. | |
− | + | ===License Invalid / Unable to login=== | |
+ | If you see a "License Invalid" warning message when you open the Live Chat admin interface, your WHMCS installation has not yet updated to recognise your purchase of the addon. Your WHMCS installation only calls home to validate your license with us periodically. If you recently purchased the addon, you may need to force a local key update to have it take effect. | ||
− | + | To do this, navigate to '''Help > [[License Information]]''' and click '''Force License Update'''. Then, attempt logging in again. | |
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− | + | ===Connection Error=== | |
+ | Connection errors when attempting to log in to the Live Chat administration area are typically due to misconfigured file and folder permissions. | ||
− | + | This configuration varies depending on your particular server environment. For example, the permissions setting for the <tt>/modules/livehelp/xml/WebService.php</tt> file should be <tt>644</tt>. | |
− | + | * suPHP and PHP suEXEC require more restriction. If you use DSO as your PHP handler, you '''must''' use <tt>644</tt> permissions. | |
− | + | * Limit access to only the account that owns the web server process. Make sure that no other system or user accounts can read your configuration file or modify any WHMCS-related files. | |
− | + | If the issue persists, enable your [https://help.whmcs.com/m/troubleshooting/l/1312423-an-error-occurred-while-communicating-with-the-server-please-try-again browser network console] and examine the response for more information. | |
===Incorrect Server/Host=== | ===Incorrect Server/Host=== | ||
− | + | Receiving this error message in one of the Desktop or Mobile clients indicates that the Live Help installation cannot be found at the given URL. Make certain that you entered the correct URL. | |
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− | + | ===Sending Emails=== | |
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− | + | By default, the Live Chat addon will use the <tt>PHP mail()</tt> function, and '''not''' the WHMCS mail configuration, to send emails. To configure sending via SMTP, see [https://www.chatstack.com/kb/setup-smtp-authentication/ Setup SMTP Authentication]. | |
− | === | + | == Change Log == |
− | |||
− | + | See the [https://marketplace.whmcs.com/product/34-live-chat-visitor-tracking Live Chat] Marketplace listing. |
Latest revision as of 12:57, 2 October 2023
Contents
About this Addon Module
Live Chat allows you to chat and engage with customers. It includes in-chat access to customer products and billing, and chat transcripts become support tickets after the chat concludes. You can use Live Chat from a downloadable client that's available for most major mobile and desktop operating systems.
Addon Name | Latest Release | Current Version | Compatible With | Included in WHMCS |
---|---|---|---|---|
Live Chat Addon' | 17th May 2021 | 5.8.9800 | WHMCS 8.0 and later | No |
Activating Live Chat Addon
Before you can activate Live Chat, you must download it from the WHMCS Marketplace.
Watch the video tutorial for this feature.
To do this:
- If you have not already purchased it, purchase Live Chat from the Live Chat listing.
- Log in here.
- Go to Services > All Products & Services.
- Perform one of the following actions:
- If you purchased your WHMCS license directly, select your main WHMCS license, select the Information tab, and download Live Chat.
- If you purchased your WHMCS license from a reseller, select your Live Chat purchase, select the Downloads tab, and download Live Chat.
- Unzip the ZIP file.
- Upload the contents of the upload_me directory to the root directory in your WHMCS installation.
- Check to ensure that the /modules/livehelp/templates_c/ directory is writeable.
- Go to www.example.com/whmcs/modules/livehelp/install, where www.example.com is the domain for your WHMCS installation, to complete installation.
- Delete the /modules/livehelp/install/ directory.
If you purchased the Live Chat Addon prior to installation, you may need to force a license update for your WHMCS installation to recognise the purchase. If you receive a license error or have trouble logging in after installation, log in to the WHMCS Admin Area, go to Help > License Information, and click Force License Update. Then, reattempt login.
Using this Addon
To log in to Live Chat, visit www.example.com/whmcs/modules/livehelp/admin, where www.example.com is the domain for your WHMCS installation.
You can log in using the same username and password that you use for the WHMCS Admin Area.
First Login
The first time that you use this, a login prompt will display. Enter your account, username and password:
- Account or Server: Enter the full path to the modules directory for your WHMCS installation.
- Username / Password: Enter the same username and password that you use to log in to the WHMCS Admin Area.
- Enable Secure Sign In: Enable this if your WHMCS installation uses SSL.
- Sign In Automatically: Enable this to sign in automatically for future logins. If you enable this, in the future on this device you will only need to enter your password.
For more information, see the ChatStack website.
Desktop Applications
Downloadable clients are available for Windows®, Mac®, and Linux®. Mobile Apps are also available for iPhone® and Android™.
Download the latest version of the Windows desktop application and follow the automated installation process.
The Windows app has the following minimum requirements:
- Windows 7 / Vista / XP SP 2
- Internet Explorer 7 or above
- .NET Framework 3.5 SP1 or above
- Internet Connection
For other operating systems, check their app stores for the downloadable clients.
Upgrading
If you have an earlier version of the Live Chat Addon, perform these steps to upgrade to the latest version:
- Log in here.
- Go to Services > All Products & Services.
- Select your Live Chat purchase.
- Go to the Downloads tab.
- Download Live Chat.
- Unzip the ZIP file download.
- Upload the contents of the upload_me directory to your WHMCS installation's root directory.
- Log in to the Live Chat Addon administration panel to complete the upgrade process at www.example.com/whmcs/modules/livehelp/admin, where www.example.com is the domain for your WHMCS installation.
- Delete the /modules/livehelp/install/ directory.
Uninstallation
To remove the Live Chat Addon from your installation, delete the /modules/livehelp/ directory and the /includes/hooks/livehelp.php file.
Optionally, you can also remove the database tables that begin with mod_livehelp.
Integration Outside of WHMCS
To integrate visitor tracking and live help in pages outside of your WHMCS installation (for example, your main website), perform the steps below:
- Add the following lines to each page, once per page, after the <title> tag and jQuery call and before the </head> tag: Make certain to updatewww.example.com/support/modules with the path to your WHMCS installation's modules directory.
<script type="text/javascript"> <!-- var Chatstack = { server: 'www.example.com/support/modules' }; (function(d, undefined) { // JavaScript Chatstack.e = []; Chatstack.ready = function (c) { Chatstack.e.push(c); } var b = d.createElement('script'); b.type = 'text/javascript'; b.async = true; b.src = ('https:' == d.location.protocol ? 'https://' : 'http://') + Chatstack.server + '/livehelp/scripts/js.min.js'; var s = d.getElementsByTagName('script')[0]; s.parentNode.insertBefore(b, s); })(document); --> </script>
- Optionally, you can either or both of these chat initiation methods:
- To display the Live Chat Operator status and end user chat initiation button:
<a href="#" class="LiveHelpButton"><img src="http://www.example.com/whmcs/modules/livehelp/status.php" id="LiveHelpStatus" name="LiveHelpStatus" class="LiveHelpStatus" border="0" alt="Live Help" /></a>
- To display a static text link for chat initiation:
<a href="#" class="LiveHelpButton">Chat With Us Live</a>
- To display the Live Chat Operator status and end user chat initiation button:
Troubleshooting
Chat button non-functional / Blank live chat window
If clicking the chat button results in nothing happening or the live chat popup window is showing a blank chat window, make certain that the /modules/livehelp/templates_c/ directory both exists and is writeable.
We recommend that you try the following permissions in this order: 755, 775, and 777.
The requested content cannot be loaded. Please try again later.
This message may appear when you click Chat Now. This indicates that the system cannot create the templates cache.
To resolve this, make certain that the /modules/livehelp/templates_c/ directory exists and is writeable.
We recommend that you try the following permissions in this order: 755, 775, and 777.
License Invalid / Unable to login
If you see a "License Invalid" warning message when you open the Live Chat admin interface, your WHMCS installation has not yet updated to recognise your purchase of the addon. Your WHMCS installation only calls home to validate your license with us periodically. If you recently purchased the addon, you may need to force a local key update to have it take effect.
To do this, navigate to Help > License Information and click Force License Update. Then, attempt logging in again.
Connection Error
Connection errors when attempting to log in to the Live Chat administration area are typically due to misconfigured file and folder permissions.
This configuration varies depending on your particular server environment. For example, the permissions setting for the /modules/livehelp/xml/WebService.php file should be 644.
- suPHP and PHP suEXEC require more restriction. If you use DSO as your PHP handler, you must use 644 permissions.
- Limit access to only the account that owns the web server process. Make sure that no other system or user accounts can read your configuration file or modify any WHMCS-related files.
If the issue persists, enable your browser network console and examine the response for more information.
Incorrect Server/Host
Receiving this error message in one of the Desktop or Mobile clients indicates that the Live Help installation cannot be found at the given URL. Make certain that you entered the correct URL.
Sending Emails
By default, the Live Chat addon will use the PHP mail() function, and not the WHMCS mail configuration, to send emails. To configure sending via SMTP, see Setup SMTP Authentication.
Change Log
See the Live Chat Marketplace listing.