Setting up your Live Chat box 

Introduction

You have installed the 3CX Live Chat! This guide will get you through the main configuration options that will get the Live Chat up and running on your website. Either you choose to use the 3CX or Standalone mode, this is the guide for you to kick start.

Decide on which pages to add it

The Live Chat box will be enabled on all pages by default. Configure selectively to include/exclude on specific pages or posts. 

Go to “Live Chat > Settings > General Settings” and set it up accordingly

  • Exclude from home page
  • Include on the specific pages
  • Exclude from the specific pages
  • Exclude from specific post types

Customize Chat Box

Pre-Chat Information

Decide whether you want to require visitors to enter Name and Email before they can start talking with you.  Go to “Live Chat > Settings > General Settings > Required Chat Box Fields” where you will get options like:

  • Name only
  • Email only
  • Name and email
  • None

Chat Functionality

Live chat supports a number of functionalities depending on its configuration. Phone and Video eliminate the hustle of trying to explain or showcase what problem you are experiencing.

Agents on their end can use the 3CX mobile apps to provide support on the move. Go to 3CX Admin Guide to read more information about it.

  • Chat only
  • Phone and Chat (requires 3CX)
  • Video, Phone and Chat (requires 3CX)
  • Phone only (requires 3CX)

Avatars & Logos

Live Chat box can be personalized in a number of ways and image options is one of them.

Go to “Live Chat > Settings > Chat Box”

  1. “Icon”: Choose one of the pre-populated minimized bubble icons or upload your own.
  2. “Logo”: Select the logo of your organization. It will be shown on pre-chat and off-working hours windows.
  3. “Agent default picture”: Set the default profile picture to be shown on automated messages or prior taking the ownership (3CX). The same picture will be shown also on greeting messages.

For more information check the greeting options on “Live Chat > Settings > Chat Box”.

Branding

Adjust Live Chat colors by selecting one of the available themes or choose to customize it based on your branding preferences.

Go to “Live Chat > Setting >  Styling”

  1. Select one of the available themes – 3CX, Salty Water, Summer Vibes
  2. Choose Customize to set the colors on the chat functional areas.

Language

Select the Live Chat box interface language by navigating on

“Live Chat > Settings > Chat Box > System Language”.

Wording elements that are not available for configuration will be translated into the following languages – DE, ES, FR, IT, CN, RU, PL, PT.

Default texts

To configure the Live Chat box texts go to “Live Chat > Settings > Styling”. There are a number of options available for configuration. Some of those listed below:

  • Chat window title
  • Welcome message
  • Start chat button text
  • Auto-reply on visitor first message

As part of personalization in some cases there is the option to use the name provided by the visitor prior starting conversation.

Example:

Hello %NAME%, thank you for contacting 3CX. How can we help you today?

will be transformed to

Hello John Smith, thank you for contacting 3CX. How can we help you today?

Offline Mode – Out of office hours

Administrators can configure the Live Chat operating days and hours.

  1. Go to “Live Chat > Settings > Chat Operating Hours” and enable “ Configure the times that chat should be available”
  2. Configure the respective days and working hours.

During offline hours, administrators can choose whether to show a greeting message and what will be it’s content.

Go to “Live Chat > Settings > Offline Messages > Greeting”

  1. Set the “Visibility” to one of the options – Disabled, Only on desktop, Only on mobile, Both on desktop and mobile.
  2. Set the “Greeting text”.

Default texts for offline mode can be fully customized by the administrator.

In “Live Chat > Settings > Offline Messages”, adjust according to your preferences.

  1. “Intro message” – first message that appears as soon as you open the live chat while the agents are offline.
  2. “Submitted message” – the message that visitors will get as soon as they successfully provide their information.

Questions for users during offline automated conversation are also exposed for customization. .

Call to Action in Live Chat

By using WordPress’s Gutenberg editor, you can place a 3CX Live Chat call to action button in your post or page.

  1. Go to “Live Chat > Settings > Gutenberg Blocks” and ensure that the “Enable Gutenberg Blocks” option is enabled.
  2. Use the options in this panel to customize the block for the widget:
  • “Block size”: set to “Small”, “Medium”, or “Large”.
  • “Set block logo”:  select the logo to use in the block from the Media Library or upload a logo from your computer and click on “Select Logo” to set.
  • “Text in block”: Enter the text to be displayed.
  • “Use icon”: Enable and click on “Icon in block” to select the icon to display.
  • “Custom HTML Template” – use the editor to modify the HTML for the block.
  1. Click on “Save Settings” to apply.

To put it in action,

  1. Edit the post or page to insert the WP Live Chat Trigger block.
  2. Click the plus icon to add a Gutenberg block.
  3. Click on the “WP Live Chat Trigger” to add.
  4. Publish your post or page.

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