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1 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

2 Contents General Info Before you begin... 2 Legal... 3 Installing the plugin... 4 Basic... 4 Downloading to your PC from WordPress.org... 4 Download Directly to your WordPress site... 4 Pro Add-On... 5 Developer... 5 Using the Plugin for the First Time... 6 Basic... 6 Pro... 6 Setting up General Settings... 6 Chat Box Settings... 6 Offline Messages... 7 Styling... 7 Testing the Plugin... 9 Trouble shooting Chat Box Not Showing At All Chat box showed once and not again s Not Working Installed Pro Not showing Up Settings Page Blank

3 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 or through our support forum At the time of writing this the latest version of WordPress is 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 or post on our support forum. 2

4 Legal Each purchase is valid for three domains (unless you bought the developer edition), unlimited upgrades for a year (you will be notified via of updates to the Professional edition) and support. The files within the ZIP file are not allowed to be shared, hosted anywhere other than wplivechat.com or resold without the explicit permission of its owner. 3

5 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. 4

6 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 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. WP-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 5

7 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 All fields for setup are required. Address Insert the address you wish to receive s 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 . Gmail s host is smtp.gmail.com. Port This is the port number you need to have. Most servers are 25, 26, 465 or 587. Gmail is 465. Username Your username used to log onto the account. This is usually just the address but some accounts generate a username for you. Your Gmail username will be your address. Eg. Password The password used to access the 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 6

8 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 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 (Offline Message) with a message from the user. Offline Messages Address Insert the address you wish to receive s 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 . Gmail s host is smtp.gmail.com. Port This is the port number you need to have. Most servers are 25, 26, 465 or 587. Gmail is 465. Username Your username used to log onto the account. This is usually just the address but some accounts generate a username for you. Your Gmail username will be your address. Eg. Password The password used to access the 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. 7

9 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. Other Text Text shown just above the text area where the user types there message. 8

10 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 and click Start chat Navigate back to your other browser and click accept chat. 9

11 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. 10

12 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 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 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. 11

13 s Not Working Please check your 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 . Settings Page Blank If you have an empty page when the settings page is loaded you may have an older version of wplive-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. 12

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