Configure firebase

The first step in plugin configuration consists in creating a Firebase account (skip to the next step in case you already have one)
Create a new application, so that you can get the parameters required by the plugin.

Go to https://console.firebase.google.com/ and click on the “Create a project” button.

Now give a name to your project by entering it to the related field.

Activate Google Analytics for your Firebase project by enabling the option Enable Google Analytics for this project and click on Create project.

Wait until your project is created then click on Continue.

Now go to Firebase settings and select Project settings like in the image below.

In the tab General > Your project of Firebase settingsyou will find the project ID. Copy it…

…and paste it in the field Firebase project ID that you find in the plugin General settings.

Go back to the tab General > Your project where you will find the Web API key. Copy it…

…and paste it in the field Firebase API key that you find in the plugin general settings.

Now go to the section Service accounts of your project and click on Generate new private key. Copy the file content and…

…paste it in the field Firebase Private key that you find in the plugin general settings.

From the next field, Firebase Database Rules, copy the text and…

…go to your project Database.

Click on the button Create database available in Realtime Database.

In the Security rules for Realtime Database, remove the text shown and paste the one you previously copied from Firebase Database Rules. Now click on Enable.

The last step is to publish by clicking on the button Publish that you find in the Database Rules section.

 

 

 

Choose where to show chat popup

If you have entered the required data correctly and if you have enabled the chat plugin in the General settings, the chat window will be automatically enabled on every page of the site.

In case you wished to show the popup only in some specific pages, you can select them using the specific entry available in the plugin options panel.

In addition to these pages, you can also choose the show the chat popup on the home page, blog pages and/or on shop and product pages by enabling the related options.

Please note – to show the chat popup on Shop and product pages, you must activate WooCommerce.

To show the chat pop-up correctly, the theme installed on your site needs to use the function “wp_footer()” in its templates. 

Hide chat popup

From the same section, you can choose to hide the popup for the following options:

  • on mobile devices
  • to not-logged users
  • when chat operators are offline

Customize messages

In the tab “Messages”, you can find the options to customize the messages showed to users.

  • Chat Title: the title of the chat showed in the pages of your site.
  • Welcome Message: the text showed in the login form of the chat.
  • Starting Chat Message: the initial message showed when opening the chat.
  • Closing Message: the text showed closing the chat.
  • Offline Message: the message showed when the operator is offline.
  • Busy Message: the message showed to a new user when the maximum number of active chat conversations has been reached.
    With the premium version of the plugin, you can set the maximum number of simultaneous chat guests in the option Maximum Connected Guests in plugin options panel.

 

Customize colors

The chat window appearance can be customized in “Appearance” within the plugin options panel.

 

Offline messages

Offline messages exist to give users the possibility to submit their request when the chat is busy or when no operator is online.
To allow offline messages, you should first ensure that the option “Hide chat popup when operators are offline” in the tab Display has been disabled.

On the contrary, if you want that the form is available when operators are busy, enable the option “Show the offline message form even when all the operators are busy”.

The form appears as in the following image.

Offline message form

Offline messages settings

All the offline messages written by your users will be sent through the email you have set in Sender’s E-mail. Be sure to use a valid email address in order to receive correctly the messages.

In the Recipients’ E-mail option, you can specify the email address you want to use as the sender of your emails. If you want to use more than one address, add them and separate them with commas (e.g.,[email protected],[email protected]).

If you want to send an email as an automatic response to the user that sent an offline message, activate the Send Copy Of Message To Visitor option and add your message in Message Body field.

Offline messages sent to users are also stored in “YITH Live Chat > Offline Messages”.

Open chat from a link

By setting #yith-live-chat as an URL link, the popup will automatically show when you click on it.
As an example, you can assign the above mentioned URL to a new entry of the menu.

Open chat from link

Assign role “Live Chat Operator”

Every user who has been assigned the role “YITH Live Chat Operator” can access the chat console, except for the site admin, who is automatically enabled.

Role chat operator

In the tab “users” you can configure general settings about chat operators.

  • Operator Default Role: this option allows “YITH Live Chat Operator” users to have the same privileges as the assigned role once logged in the site. The “YITH Live Chat Operator” role must be set in the users’ profile.
  • Operator Default Avatar: the default avatar for each operator. It can be modified from each user’s profile and by changing the option of the “YITH Live Chat” section.
  • Maximum Connected Guests: the maximum number of possible conversations to held at the same time. The default value is 2, but it is possible to set manually the desired limit. If users try to access the chat when it is impossible to start new conversations, they will see the “Busy Message” of the “Messages” section.
To edit the chat operator nickname, go to the user profile and insert the new name in the “Operator Nickname” entry.

 

Chat popup

Enable user roles to be chat operators

The plugin allows choosing which user roles you want to enable to give them chat operator capabilities. The roles selected will be able to manage chats just like the other operators.

Enable conversation copy request

 

Activating the Enable Conversation Copy Request option (from the “Conversation Copy” section), your users will be free to request a copy of the happened conversation: this will be sent to the email specified during the compilation of the form.
Users can request a copy of the conversation only after one of the two speakers (chat operator or user) has ended it clicking in the available button.

Button End Chat

Request a chat copy by email

This is an example of the email that users will receive after their request.

Email example

A conversation copy for administrator

Activating the Send A Copy To Administrators option, the copy of the conversation is sent also to all the email addresses added in the Administrator’s Email Addresses option (remember to separate them with commas).
If no email address is specified, the email will be sent to the WordPress email address.

Conversation evaluation

If you want to allow your users to evaluate (positively or negatively) the conversation they had, activate the Enable Conversation Evaluation option: by the end of the conversation, users will see a form with two buttons and a checkbox to ask for a copy of the conversation.

Convesation evaluation

You can see evaluation for each conversation into conversation detail page.

Conversation details

Chat logs

All conversation details, and so also its evaluation by the user, are stored in section “Chat logs”.

Chat logs

The Chat logs section contains all the conversations held in your site. As you see in the available screen, the main page shows some summarizing details about each conversation:

  • User Name: the username used by the user to access to the chat.
  • E-mail: the email used by the user to access to the chat.
  • IP Address: the IP address of the user.
  • Date: the date of the conversation.
  • Total messages: the amount of messages of the conversation.
  • Chat duration: the duration of the conversation.
  • Evaluation: the final evaluation of the user (it is not mandatory).
  • Request Copy: this is showed only if the user requests a copy of the conversation.

Note: if two or more conversations are generated during the same session with a different username, all the previous conversations of the same session will be updated with the username of the last opened conversation.