Difference between revisions of "Live Chat Addon"
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If you have installed Live Help and the Live Help popup window is showing a blank chat window then we recommend the following troubleshooting steps. | If you have installed Live Help and the Live Help popup window is showing a blank chat window then we recommend the following troubleshooting steps. | ||
| − | * Check that the /livehelp/templates_c/ directory exists. If this directory doesn’t exist then please create it. | + | * Check that the /modules/livehelp/templates_c/ directory exists. If this directory doesn’t exist then please create it. |
| − | * If the chat window is still blank then make the /livehelp/templates_c/ directory writable. We recommend that you try the following permissions in this order 755, 775 and 777. | + | * If the chat window is still blank then make the /modules/livehelp/templates_c/ directory writable. We recommend that you try the following permissions in this order 755, 775 and 777. |
| − | The /livehelp/templates_c/ directory should be writable so that the Live Help templates can be created. | + | The /modules/livehelp/templates_c/ directory should be writable so that the Live Help templates can be created. |
Revision as of 16:17, 17 February 2011
For information, screenshots & to order, please visit www.whmcs.com/livechat.php
Contents
Installation
Once you've purchased the Live Chat Addon for WHMCS, you will be able to download the files for it from our client area (it will show as an available download under the license you have purchased it for in My Licenses & Services > View Details > Downloads) and can then proceed to install it as follows:
- Begin by unzipping the contents of the download and upload all the files contained in the upload_me folder to your main WHMCS directory
- Next, visit www.yourdomain.com/whmcs/modules/livehelp/install/ to begin the installation process
- Accept & Agree to the Software License Agreement to continue
- On the next step, confirm the Offline Email Address (that will default to the first public support department configured in your WHMCS system)
- Choose whether to install the optional GeoIP data which allows you to see where visitors are located (recommended)
- And finally enter the desired username & password for your primary live chat operator
Then submit to complete the installation. If you get any errors, go back and correct them and then delete the /modules/livehelp/install/ directory from your server to finish.
Integration
You're now just one step away from integrated Live Chat & Visitor Monitoring with WHMCS.
This is where you add the javascript tracking code to your template. It couldn't be easier, all you need to do is add {$livehelpjs} to the <head> section of your template in the header.tpl template file as shown below.
You don't have to do anything else in order to be able to monitor visitors and proactively iniate chats with them, however if you want the visitor to be able to initiate a chat, then you will want to add the live help button somewhere.
You can display a live chat status button by simply inserting {$livehelp} into any template file where you want it to appear, for example you could add it to the order form, ticket submission page, or the footer as demonstrated below.
Outside WHMCS
You can of course also add the visitor tracking and live help buttons to pages outside of WHMCS (for example on your main website). Remember to replace yourdomain.com/whmcs with the location of your WHMCS installation.
For visitor monitoring only, you only need to add this line to the <head> section of your page:
<script type="text/javascript" src="http://www.yourdomain.com/whmcs/includes/jscript/jquery.js "></script> <script type="text/javascript" src="http://www.yourdomain.com/whmcs/modules/livehelp/plugins/whmcs/jquery.livehelp.js"> </script>
And then to display a live chat button you will also need to add this code to your file where you want the button to display:
<a href="#" onclick="openLiveHelp(); return false"> <img src="http://www.yourdomain.com/whmcs/modules/livehelp/include/status.php" id="LiveHelpStatus" name="LiveHelpStatus" border="0" alt="Live Help" />
If you prefer a text link will also work to initiate a chat as below:
<a href="#" target="_blank" onclick="openLiveHelp(); return false">Chat With Us Live</a>
Javascript Frameworks
If you are using a javascript framework on your pages other than jQuery (such as MooTools) we recommend using the jquery.livehelp.noconflict.js file instead.
Windows Application
Requirements
The requirements for the Windows App are as follows:
- Windows 7 / Vista / XP SP 2
- Internet Explorer 7 or above
- .NET Framework 3.5 SP1 or above - Download
- Internet Connection
Installation
You can download the latest version of the Windows Desktop Application at any time from https://secure.stardevelop.com/downloads/download-latest.php and then follow the automated installer process to install on your computer.
First Use
When you first attempt to sign-in to the Live Help Messenger application you will be presented with the following window.
You will need to enter your Account, Username and Password to access the Live Help system, these are described below.
- Account or Server: If Live Help is installed at http://www.yourdomain.com/whmcs/modules/livehelp/ then your account or server would be entered as www.yourdomain.com/whmcs/modules/
- Username / Password: The default username and password is configured when you complete the Live Help installation at /livehelp/install/index.php The Live Help operator username and passwords are case-sensitive.
- Enable Secure Sign In: You can login to the Live Help administration via. SSL if your installation is accessible at https://www.yourdomain.com
- Sign In Automatically: This option will automatically sign-in a given account the next time the Live Help Messenger application is opened.
Once you have signed into the Live Help Messenger application you will be able to quickly sign-in again using the previous account.
The previous sign-in area only requires you to enter the password of the account.
Web Browser Admin
You can also login to the Live Help web-based administration using your web browser at http://www.yourdomain.com/modules/livehelp/admin The web-based administration area allows your operators to access the Live Help system from any computer but the Windows application is recommended whenever possible for full functionality.
Upgrading
Upgrading the Live Help Addon is easy. So if there's a new release, simply follow the steps below to update:
- Begin by downloading the update from our client area
- Now unzip the folder and delete /modules/livehelp/include/database.php from the new files
- Next, upload the files from the upload_me directory to your main WHMCS directory overwriting any existing files
- Then to complete the process, simply open the Live Help Windows Application and sign-in to Live Help to complete the database upgrade process
- Finally delete the install folder from the /modules/livehelp/ directory and you're done.
Further Reading
StarDevelop provides documentation covering how to use the live help software at: http://livehelp.stardevelop.com/documentation/
Error Messages
Incorrect Server/Host
If you get this error then it indicates that the Live Help installation cannot be found at the supplied URL. Double check the URL you've entered. If Live Help is installed at http://www.yourdomain.com/whmcs/modules/livehelp/ then your account or server should be entered as www.yourdomain.com/whmcs/modules/
License Invalid
If when first opening the live chat admin interface or connecting via the Windows Desktop App you get a "License Invalid" warning message, this indicates that your WHMCS installation has not yet updated to recognise your purchase of the addon. Your WHMCS install only calls home to validate your license with us periodically and so if you have only recently bought the addon, you may need to force a local key update by going to Help > Check for Updates inside your WHMCS admin area to get rid of this message.
If it continues after that, please get in touch with us for assistance.
Blank Live Help Chat Window
If you have installed Live Help and the Live Help popup window is showing a blank chat window then we recommend the following troubleshooting steps.
- Check that the /modules/livehelp/templates_c/ directory exists. If this directory doesn’t exist then please create it.
- If the chat window is still blank then make the /modules/livehelp/templates_c/ directory writable. We recommend that you try the following permissions in this order 755, 775 and 777.
The /modules/livehelp/templates_c/ directory should be writable so that the Live Help templates can be created.