Live Chat Addon

For more information and to order, please visit https://marketplace.whmcs.com/product/34

Download

To download the latest version of the live chat add-on, visit https://www.whmcs.com/members/ and login using your registered email address and password.

If your WHMCS licence is purchased directly

Live Chat Direct Download

Once logged in, navigate to Services > All Products & Services, select your main WHMCS licence (Leased- or Owned-) and the download will be available from the Information tab within that licence.

If your WHMCS licence is purchased from a reseller

Live Chat Reseller Download

Once logged in, navigate to Services > All Products & Services, select your live chat purchase, and the download will be available from the Downloads tab within that product.

Installation

Watch the video tutorial for this feature  

To install, perform the steps below.

1. Unzip the zip file download.
2. Upload the contents of the ‘upload_me’ directory to your WHMCS installation root directory.
3. Ensure the /modules/livehelp/templates_c/ directory is writeable
4. Visit the url below in a browser to complete the installation: www.yourdomain.com/whmcs/modules/livehelp/install

After the installation has been completed, delete the installation directory located at /modules/livehelp/install/

 License Update
If you recently purchased the Live Chat Add-on 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, login to your WHMCS Admin Area, navigate to Help > License Information and then click the Force License Update button. Then try logging in again.

To login to Live Chat, visit www.yourdomain.com/whmcs/modules/livehelp/admin

You will be able to login using the same username and password as you use for the WHMCS admin area.

Upgrading

If you have an earlier version of the Live Chat Add-on installed follow the steps below to upgrade to the latest version.

How to find the Latest Version
To download the latest version, visit https://www.whmcs.com/members/ and login using your registered email address and password. Once logged in, navigate to Services > All Products & Services, select your live chat purchase, and the download will then be available from the Downloads tab within that product.

1. Unzip the zip file download.
2. Upload the contents of the ‘upload_me’ directory to your WHMCS installation root directory.
3. Login to the Live Chat Add-on web based administration panel to complete the upgrade process: www.yourdomain.com/whmcs/modules/livehelp/admin

After the upgrade has been completed, delete the installation directory located at /modules/livehelp/install/

Integration Outside of WHMCS

To integrate the visitor tracking and live help buttons to pages outside of your WHMCS installation (for example your main website pages), follow the steps below.

Do Not Attempt to add this code to WHMCS templates - it is handled automatically as described above

Step 1 The following lines should be added on each page after your <title> tag and just before your </head> tag (this should be added once per page):

<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>

You need to customise the URL specified in the Chatstack.server parameter in the above code with the domain and path to your WHMCS installations modules directory.

Note: For this code to properly run on your website, jQuery must be called on your website prior to the code.

Step 2 The following lines can be optionally added to the page anywhere you wish 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>

Alternatively if you would prefer a static text link for chat initiation, that can also be achieved as follows:

 <a href="#" class="LiveHelpButton">Chat With Us Live</a>

Web Admin Interface

The Live Help web-based administration interface can be accessed at

http://www.yourdomain.com/whmcs/modules/livehelp/admin/

Desktop Applications

Downloadable clients are available for Windows, Mac and Linux.

Mobile Apps are also available for iPhone and Android.

In most cases, these apps are available through the respective App Store's for these devices. The Windows app is available via the download link below.

Windows

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://www.chatstack.com/kb/download-live-chat/ and then follow the automated installer process to install on your computer.

First Use

Open first opening the Live Help Messenger application you will be presented with the following window:

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 username and password are the same as those used to login to the main WHMCS administration area.
• 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.

When opening the Chatstack Windows app in the future you will only be prompted for your password. The Windows app will remember your server and username and only the password is required.

For further information on the Windows app and its usage, please refer to the ChatStack website at https://www.chatstack.com/kb/category/apps/

Uninstallation

To remove the Live Chat Addon from your installation, perform these steps:

1. Delete the /modules/livehelp/ directory
2. Delete the /includes/hooks/livehelp.php file

You may also optionally remove/drop the database tables that begin mod_livehelp* however this step is not required.

Further Reading

Chaststack provides additional documentation covering how to use the live help software at: http://www.chatstack.com/kb/

Common Troubleshooting Tips

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, first ensure 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.

Upon clicking the "Chat Now" link, this message appears in the centre of the screen. This behaviour indicates that the templates cache cannot be created.

To resolve ensure 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.

License Invalid / Unable to login

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 purchased the addon, you may need to force a local key update to have it take effect. To do that, navigate to Help > License Information and then click the Force License Update button. Then try logging in again.

If it continues after that, please get in touch with us for assistance.

Connection Error

Experiencing a connection error when attempting to login to the live chat addon administration area is typically the result of misconfiguration permissions of the addon files and folders.

This is most likely caused by a permission issue on the /modules/livehelp/xml/WebService.php file. Make sure it's CHMOD 644.

If the issue persists, enable your browser netwrok console and see what is returned in the response.

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. Double check the URL you've entered. If Live Help is installed at http://www.yourdomain.com/whmcs/modules/livehelp/ then you should enter it in the format www.yourdomain.com/whmcs/modules/

About

The WHMCS Live Chat & Visitor Tracking Add-on is developed in partnership with Chatstack bringing a feature rich and powerful integrated chat solution to WHMCS users. Featuring benefits including automatic client detection, loginshare, shared access to WHMCS predefined responses, integrated logging of chat transcripts and more.