Plugin Features

Learn more about the live chat features available for our Plugin.

 


 

  1. Initiate Chat
  2. Surveys
  3. Chat History
  4. Missed Chats
  5. Offline Messages
  6. ROI Goals
  7. Reporting
  8. Departments
  9. Documentation Suggestions
  10. Triggers
  11. Custom Fields
  12. Agent-to-Agent Chat
  13. Typing Preview
  14. Localization
  15. Chat Transfers
  16. Gutenberg
  17. Blocking Visitors
  18. Font Awesome
  19. Quick Responses
  20. Encryption
  21. Chat Emoticons

 


 

1. Initiate Chat

To initiate a chat with your customers, navigate to your WordPress Dashboard and set your chat status to Online. Once visitors start populating your Dashboard, an initiate chat button should become available. Click this button to open the chat box and start chatting with your site visitors.

*This feature is available in the Pro only.

 

initiate chat button

 


 

2. Surveys

By integrating with NimbleSquirrel, WP Live Chat Support allows you to create chat surveys and lead forms. This will allow you to gain more insight from your customers and so improve their experience on your site.

nimble squirrel survey form

 

 Creating Surveys/ LeadForms

 Enabling your Surveys/LeadForms

 


 

3. Chat History

WP Live Chat Support allows you to keep track of your chats by keeping a record of your chat history. To view this, navigate to Live Chat  History.

Alternatively, click the Chat History shortcut on your Chat Dashboard.

 

chat history on the dashboard

 

From within your chat history, you can View, Download or Delete certain chats, or clear all your previous chat data with the Delete History button.

 

chat history

 


 

4. Missed Chats

This feature allows you to follow-up with visitors in instances where a chat has been initiated by your website visitor, but was missed or not answered by an agent.

To view your missed chats, navigate to Live Chat Missed Chats.

 

missed chat history

 


 

5. Offline Messages

For time periods in which you or your chat agents are unavailable, WP Live Chat Support provides an Offline Message form. Offline Messages are enabled by default and recorded in your WordPress Dashboard (Live Chat → Offline Messages) and can even be set to forward to your email account. This way, you are still able to respond back to customers in an efficient and timely manner.

 

setting the offline message form

 

 More about Offline Message Settings

 


 

6. ROI Goals

WP Live Chat Support allows you to set ROI (Return on Investment) Goals for your Live Chat. With this, you are able to specify goals for certain or all pages on your site. Goals are measured by the total chats received per page.

*This feature is available in the Pro only.

 More about setting up ROI Goals

 


 

7. Reporting

This feature enables you to view various statistics about your Live Chat usage. Reporting records data such as total chats, agent count to date, chats per day ratios and URL totals.

*This feature is available in the Pro only.

 

measure chat totals per day

 

 More about Reporting for your Live Chat

 


 

8. Departments

With WP Live Chat Support, you are able to create departments to help you route chats or categorize queries. By navigating to Live Chat → Departments you are able to create a department by clicking Add New. 

 

creating departments for live chat

 

From this page, you can also edit or delete existing departments.

 

creating departments

 

To enable these departments to work with your Live Chat in Department Settings, please consult this article.

*This feature is available in the Pro only.

 


 

9. Documentation Suggestions

This feature allows the plugin to automatically retrieve information related to the visitor’s first chat message from Posts or Pages and suggest them to the visitor. Links to the appropriate information (Documentation Suggestions) are then displayed via the chat interface.

Documentation Suggestions is aimed at helping the website visitor, while they are waiting for the agent to answer their chat.

*This feature is available in the Pro only.

 

documentation suggestions

 

 Enabling Documentation Suggestions for your Live Chat

 


 

10. Triggers

Triggers allow you to set up prepared chat messages which are sent to your visitors when they take a certain action (an automatic initiate chat feature). This creates for more personalized, targeted messaging, increasing your chances of interaction. Triggers are created based on certain rules, such as a page or time trigger, and can be customized to your preferences.

*This feature is available in the Pro only.

 

adding custom triggers

 

 More about Creating Triggers for your Site

 


 

11. Custom Fields

Added by popular demand, WP Live Chat has enhanced the ability to customize our chat by allowing users to add their very own custom fields.  Whether for a mobile number or country selection, you can specify the field name and type (text or drop-down) in order to obtain the needed information from your site visitor.

 

adding custom fields

 

Simply navigate to Live Chat → Custom Fields and click Add New to get started.

*This feature is available in the Pro only.

 


 

12. Agent-to-Agent Chat

Our smart solution to internal notes, Agent-to-Agent chat enables agents to initiate a conversation with each other, on the go. Without needing to interrupt a Live Chat with a customer, agents are able to exchange information as and when needed.

Agent-to-Agent chat is a great tool for ensuring internal efficiency, customer transparency, supervision of new agents and improving your overall communication.

*This feature is available in the Pro only.

 More about using Agent-to-Agent chat

 


 

13. Typing Preview

Know what your site visitors are thinking and typing, before they have even sent a message. Formulate comprehensive responses faster and guide your customers in the right direction.

*This feature is available in the Pro only.

 

previewing messages on live chat

 


 

14. Localization

WP Live Chat Support is fully translatable into the language of your preference. Even more so, we compensate users who provide us with translated files of our plugin and make them available for future users. To view our existing language-base, please download our basic version and find the languages folder inside.

To find out more about translating our plugin, please refer to this article. To contribute to our existing translations, please get in touch with us.

 


 

15. Chat Transfers

Chat transfers enable you to send a chat or customer to a specific agent or department, for further help. This is especially useful to control the total chats an agent or department is dealing with and to ensure that certain queries are directed to designated individuals.

To transfer an open chat, navigate to right-hand top corner of the chat dashboard and click on the drop-down burger menu.

From here, you can choose between “Transfer” chat to another agent, or “Department Transfer” to transfer the visitor and the chat to a different department (if previously created).

*This feature is available in the Pro only.

 

transferring chats

 

 More about Creating Departments

 


 

16. Gutenberg

If you use WordPress’s Gutenberg plugin (soon to be added to WordPress Core) as your WordPress Editor you can now place a WP Live Chat Support chat widget into a Gutenberg block.

 

More about using Gutenberg

 


 

17. Blocking Visitors

Block certain visitors from chatting with you. Navigate to Live Chat → Settings → Blocked Visitors.

 

blocking visitors on live chat

 

Blocking a user’s IP Address here will hide the chat window from them, preventing them from chatting with you.

 

 Recording a Visitor’s IP Address

 


 

18. Font Awesome

Font Awesome (FA) is an icon font that lets you use almost a thousand free icons on your website. FA has been integrated into WP Live Chat Support in version 8. FA icons are enabled by default. You should disable loading these with the plugin if they are already being loaded by your theme or another plugin.

To disable Font Awesome loading with WP Live Chat Support, please see this article.

 


 

19. Quick Responses

Quick Responses (or macros) is an handy tool that helps you answer frequent questions swiftly. By setting up pre-written answers for certain queries, your agents can simply select a Quick Response to add it to the response field. Save time and energy by enabling your agents to respond faster.

 

 Creating Quick Responses

 More about Quick Responses Settings

 


 

20. Encryption

Chat encryption allows you to encrypt or ‘hide’ your messages. In short, the ability to encrypt your messages means that you can keep your chats between clients and your chat agents secure so that no one will be able to see what you are talking about.

 

 Benefits of Encryption

 More about enabling Encryption for your Live Chat