Live Chat Addon

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available_on_marketplace.png

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 Video Tutorial


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.

Install GeoIP Location Data

Install the optional MaxMind GeoIP data which allows you to see where visitors are located (recommended).

The MaxMind GeoLite City (free) and MaxMind GeoIP City (paid with higher accuracy) databases are supported. These databases are not included with the Live Help downloads (due to the size of the database) so you will need to download the latest database from the MaxMind web site. The following instructions are for installing the database:

  1. Download the MaxMind GeoLite City database at GeoLite City (Approx. 18MB): http://geolite.maxmind.com/download/geoip/database/GeoLiteCity.dat.gz
  2. Unzip the file on your local PC, you can use a free tool like 7zip for unzipping the GeoLiteCity.dat.gz file.
  3. Upload the GeoLiteCity.dat file to the /modules/livehelp/plugins/maxmind/ directory. The file is approximately 30MB so this may take some time.
  4. The GeoLite database should be located at /modules/livehelp/plugins/maxmind/GeoLiteCity.dat when finished uploading

The MaxMind GeoLite database is updated each month (normally on the 1st of each month) so you can replace this file every month if you wish to use the most accurate location data. Further details on the MaxMind GeoLite City database is available at http://www.maxmind.com/app/geolitecity

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" src="http://www.example.com/whmcs/modules/livehelp/scripts/jquery-latest.js"></script>
<script type="text/javascript">
    var LiveHelpSettings = {};
    LiveHelpSettings.server = 'www.example.com/whmcs/modules';
    LiveHelpSettings.embedded = true;
    (function(d, $, undefined) { 
        $(window).ready(function() {
            // JavaScript
            var LiveHelp = d.createElement('script'); LiveHelp.type = 'text/javascript'; LiveHelp.async = true;
            LiveHelp.src = ('https:' == d.location.protocol ? 'https://' : 'http://') + LiveHelpSettings.server + '/livehelp/scripts/jquery.livehelp.js';
            var s = d.getElementsByTagName('script')[0];
            s.parentNode.insertBefore(LiveHelp, s);
        });
    })(document, jQuery);
</script>

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

Note: You don’t need to include the <script> tag to /whmcs/includes/jscript/jquery.js if your web site already includes the jQuery JavaScript library.

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/include/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://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.

signin.jpg

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 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.

Once you have signed into the Live Help Messenger application you will be able to quickly sign-in again using the previous account.

previouslogin.jpg

The previous sign-in area only requires you to enter the password of the account.

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.

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.

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.