Support Documentation

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Support Documentation

WP-Live-Chat-Support

2/5/2014

This document is here to help WordPress Users and Developers Install and Troubleshoot WP-Live-Chat-Support

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General Info Before you begin

First of all, thank you for buying our plugin!

We are based in GMT +2 time zone and will try to answer all support requests sent within 24hrs. Any requests sent in on public holidays or weekends will be answered on the following working day. You can contact us via email or through our support forum

At the time of writing this the latest version of WordPress is 3.8.1 and of the plugin is 2.8 – Basic & 2.7 – Pro. We recommend you keep your WordPress and WP-Live-chat-support up to date. We try to test our plugin extensively but testing it with every theme and plugin combination is impossible. If there are bugs we ask of you to bear with us and we will do our best to fix them on your system. We keep track of these fixes and incorporate them into following updates.

The WordPress support forum is for the free version of the plugin. PLEASE DON’T POST ANY PROBLEMS ON THIS FORUM DEALING WITH THE PRO VERSION. Rather send us an email or post on our support forum.

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Legal

Each purchase is valid for three domains (unless you bought the developer edition), unlimited upgrades for a year (you will be notified via email of updates to the Professional edition) and email support.

The files within the ZIP file are not allowed to be shared, hosted anywhere other than wp-livechat.com or resold without the explicit permission of its owner.

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Installing the plugin

Basic

Downloading to your PC from WordPress.org

If you downloaded the plugin through your browser from WordPress.org you will then have a .zip folder saved to your PC called wp-live-chat-support.zip.

Mac Users

Please note that the zip file you downloaded may automatically un-zipped. Please re-zip this file before uploading it to your WordPress site.

Open your browser and navigate to your WordPress WP-Admin section. Login and go to “Plugins”. Click “Add New” Plugin. Under the heading “Install Plugins” click “upload”. Use the file uploader to find the zip file you downloaded. Click Install and WordPress will install the plugin. Once installed, click “Activate Plugin” Your plugin is now activated and ready for use.

Download Directly to your WordPress site

WordPress offers the ability to download plugins from WordPress.org directly to your site with having to first download to your pc.

Navigate to the “Plugins” and go to “Add New”. Search for” Wp-Live-chat-support”. Click the “Install Now” link and WordPress will install the plugin on your site.

Once the plugin is installed click “Activate Plugin”. Your plugin will now be activated and you will be able to chat to your visitors.

NB: Downloading plugins through your WordPress site connects to WordPress.org where only free plugins are listed.

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Pro Add-On

Before you begin please make sure you have the basic installed as the pro

requires the basic to function properly

After purchasing the plugin you will be sent the download link to your email address you used for your purchase. Click this link to download the .zip file. Wp-live-chat-support-pro.zip

Mac Users

Please note that the zip file you downloaded may automatically un-zipped. Please re-zip this file before uploading it to your WordPress site.

After downloading the .zip navigate to your WP-admin section. Click “Plugins” -> “Add New” -> “Upload”. Browse for the plugin on your PC and click install. Once installed click “Activate Plugin” link. You are now ready to use WP-Live-Chat-Support-Pro.

Developer

The developer edition includes WP-Pricing-Table-Pro in the zip folder. This folder must be unzipped before uploading. You should have 2 zip folders inside that folder. Live-Chat-Support & WP-Pricing-Table-Pro. Do not un-zip these. These zips can then be uploaded individually by following the instructions for the pro.

NB: Like WP-Live-Chat-Support, WP-Pricing-Table requires the basic to function as-well. Download here

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Using the Plugin for the First Time

Basic

Running the basic version is very simple. It requires almost no setup. Navigate to “Live Chat” -> “Settings”. From here you will be able to enable or disable the chat. You can also set the styling of the chat box. Set this to match your websites colour scheme and you are done.

Pro

Setting up Email

All fields for email setup are required.

Email Address – Insert the email address you wish to receive emails to

Host – This is the host you will use to send. Please do not put “localhost” as a host as it is not setup for this. You can use Gmail or your website’s hosting email. Gmail’s host is smtp.Gmail.com.

Port – This is the port number you need to have. Most email servers are 25, 26, 465 or 587. Gmail is 465.

Username – Your username used to log onto the email account. This is usually just the email address but some accounts generate a username for you. Your Gmail username will be your email address. Eg. me@gmail.com

Password – The password used to access the email account. Using Gmail this will be your Gmail password.

General Settings

Enable Chat – Use this if you want to disable the chat but still work in the admin console without people trying to chat to you

Hide Chat – If a user presses “X” the chat will be hidden 24 hours from that user. This is done by means of a cookie

Chat Box Settings

Chat Box Alignment – Where the chat box will be position. Bottom Left or Bottom Right Name – Your Name. Can be an alias if you desire

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7 Picture – This is your “profile Picture” that your visitors will see. You can set this to be what you like Logo – You can put your site logo in the header of the chat

Chat Delay – The Delay from when the page is loaded to when the chat box appears on screen to a visitor

Chat Notifications – You will receive an email informing you that a person wants to chat. This is only if you are online in your WP-Admin panel. If you are offline you will receive an email (Offline

Message) with a message from the user. Offline Messages

Email Address – Insert the email address you wish to receive emails to

Host – This is the host you will use to send. Please do not put “localhost” as a host as it is not setup for this. You can use Gmail or your website’s hosting email. Gmail’s host is smtp.Gmail.com.

Port – This is the port number you need to have. Most email servers are 25, 26, 465 or 587. Gmail is 465.

Username – Your username used to log onto the email account. This is usually just the email address but some accounts generate a username for you. Your Gmail username will be your email address. Eg. me@gmail.com

Password – The password used to access the email account. Using Gmail this will be your Gmail password.

Offline Chat Box Title – The title shown in the chat box, when you are offline.

Offline Text Fields – These are the other fields that are shown when a user sends an offline message in descending order. The first text field will be the first message shown before a message is sent. The second box is the message shown wile sending the message and third is the last message shown after the message is sent.

Styling

Here you can change the colour of the chat box along with the text that is shown to the user. First Section Text – This is the title of the chat box. The first text box font will be bold. The second font will be normal.

Intro Text – The text the user is greeted with when they open the chat box and have to insert there details

Second Section Text – First Text box is the button text. Second Textbox is the text shown while a user waits for admin to answer.

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8 Reactivation Chat Text – If the user has visited the site previously and has a chat history it will

reactivate the chat if the user wants to chat and show them this message. User Chat Welcome – The text the user sees when the chat has initiated.

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Testing the Plugin

If you want to test the plugin, open 2 browsers (Preferably 2 different browser). Navigate to your wp-admin in the one browser. Open “Live Chat” page.

In your second browser, go to the home page of your website. After 10 Seconds the chat box will appear at the bottom of the page.

Click on the chat box and it will maximise.

Input your name and email and click “Start chat”

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10 A New window will open where you will then be able to chat to you visitors. As the Admin, you may also end the chat by pressing the relevant link in this window. Ending the chat will notify the user that you have left the chat.

And this is what the user will see. If they press “X’ the chat will also be ended and will not show up on their screens for the next 24hours until the cookie has expired.

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Trouble shooting

Chat Box Not Showing At All

Step 1:

Check that “chat” is enabled in the chat settings page of the plugin. If the chat box still does not show up, proceed to step 2.

Step 2:

Please delete all cookies and refresh the page. If the problem still persists, please move to step 3 Step 3:

Deactivate all other plugins and see if the problem persists. If the problem persists, move to step 4. If the problem disappears then reactivate each plugin one by one to find the plugin that is causing the issue. Please send us a mail with the plugin name to nick@wp-livechat.com so we can attempt to help you resolve this issue.

Step 4:

Check your theme’s footer.php file and ensure that <?php wp_footer(); ?> appears anywhere in the file. If you cannot find it, please insert it just above the </body> tag. If the problem still persists, please move to step 5.

Step 5:

Temporarily change your theme. Some themes are not set up correctly. If changing your theme to a standard wordpress theme fixes the issue, please contact us with the name of your theme so that we may try help you resolve this issue. If the problem still persists, please move to Step 6.

Step 6:

If you have tried all the above steps and the chat box still does not appear on your website, please use Google Chrome or Firefox to open your website. Right click anywhere on your site and select “Inspect Element”. Find the “Console” tab. Within this tab you may see JavaScript errors – this may provide you with clues as to what may be going wrong. If there are any JavaScript errors on your site, it can stop our plugin from functioning correctly. If you need more help with this or if you need help resolving any JavaScript errors you may find, please contact us on nick@wp-livechat.com

Chat box showed once and not again

This is cause by a cookie hiding the chat box. If you are testing the chat box, please un-tick hide chat box in the settings. Then clear the cookies from your site and the chat box should re-appear.

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Emails Not Working

Please check your email settings. You need to have a mail address where you want to send your mail, a host, a port number, username & password. Also if you believe all this information to be correct, please check your spam folder. Sometimes mail can land in spam. Check if there is an error in the error log in the “Live Chat” Menu in the left navigation of your wp-admin section.

Installed Pro – Not showing Up

The pro requires the basic to be installed as well and activated. Please make sure you have the basic installed. You can download it from WordPress.org.

If you are running both and it isn’t working, please review the section above labelled “Chat Box Not Showing At All” or you can contact us via our support forum or email.

Settings Page Blank

If you have an empty page when the settings page is loaded you may have an older version of wp-live-chat-support. Please update both basic and pro to the latest versions. You can send us a mail requesting the latest version and we will send you a download link.

Support Documentation