Set up Live Chat on my phone but no chats coming thorugh

[grahamcopestake]

Hi,
I have setup the Live Chat app on my iphone and have installed and setup the plugin on wordpress.
I entered the live chat url into the 3cx settings area and saved this.
I then did a test send from the live chat facility on the website as a pretend visitor and received confirmation email, but no notification on my iphone.
The idea is to receive and respond to the live chat through the iphone app, but no chats are showing at all on there.
Please help
many thanks
Graham

 

[ChrisC_3CX]

Just to first confirm a few things, in the Wordpress Console, have you selected 3CX under "Live Chat >> Advanced features >> Chat Server"? If yes, which URL did you put in the field, is it the same as the "Click2Talk" URL found in the "Management Console >> Extensions >> Edit >> Click2Talk/Click2Meet" options of the same extension that is provisioned on the iPhone?

 

[grahamcopestake]

Hi there, The url i add was from the Management Console >> Messaging >> Webhook/Live Chat URL. I cannot see Management Console >> Extensions anywhere

 

[grahamcopestake]

Also for some reason now the live chat icon on my website has greyed out so it is no longer clickable? What is happneing! My website url is https://yourhousesale.co.uk/briggs/.
Please help as i am very new tho this and only want to be able to answer the live chat on my mobile thats all

 

[grahamcopestake]

I currently only have one user which is myself. I want this to work correctly before adding in the other five users.

 

[ChrisC_3CX]

Also for some reason now the live chat icon on my website has greyed out so it is no longer clickable? What is happneing! My website url is https://yourhousesale.co.uk/briggs/.

In the 3CX Management Console go to "Messaging >> Edit the Lice Chat Integration" and make sure the 2nd field that says "Specify your Website's URL" contains the following only: https://yourhousesale.co.uk/

Also, make sure that the 3rd field has the required extension selected and click on OK.

Then go to Extensions, Edit the same Extension, click on the "Click2Talk" tab. Make sure that the "Click2Talk" checkbox is enabled.

 

[grahamcopestake]

Ok so this is the thing. I don't have Extensions at all on the left hand panel. It isn't showing Extensions! How or where do i find this please?

 

[grahamcopestake]

Also the https://yourhousesale.co.uk/briggs is a subdomain website i using before the actual domain goes live. Hence why it has /briggs after it.

 

[ChrisC_3CX]

Ok so this is the thing. I don't have Extensions at all on the left hand panel. It isn't showing Extensions! How or where do i find this please?

If you don't see the "Extensions" option on the left, it may be because you're running 3CX V18, if that's the case, the option you're looking for should be "Users"

Also the https://yourhousesale.co.uk/briggs is a subdomain website i using before the actual domain goes live. Hence why it has /briggs after it.

Have you tried using the main website's URL and it still doesn't work?

 

[grahamcopestake]

ah yes Users is what i have here

 

[ChrisC_3CX]

By the way I now see Live chat active on the site. Are you still having the issue?

 

[grahamcopestake]

No it appears to be working now

However I think my client will only really want one or two users to have access via their mobiles as they are out and about most of the time, the other four users will be in office so can access the website to respond.
How do i go about setting that up please?

 

[ChrisC_3CX]

No it appears to be working now

Great!

However I think my client will only really want one or two users to have access via their mobiles as they are out and about most of the time, the other four users will be in office so can access the website to respond.
How do i go about setting that up please?

You can add all users to a Call Queue and then set the 3CX Live Chat Integration in the "Messaging" section to route chats to that Call Queue, Anyone using the 3CX Mobile client will see those chats in their 3CX Mobile Client, the rest can see them in any other 3CX Client such as the 3CX Webclient which only required that you have a compatible web browser.

 

[grahamcopestake]

Oh right. So how do i set that up then please? Sorry i sound naive, but before i talk this through with the client i need to ensure I know what I'm doing

That sounds like a good idea as it means anyone can respond to the live chat that comes through. When you say 3cx Webclient could this simply be just their website? As in they just respond on the pop up with the website itself instead of having to install software on their work desktop machines.

 

[grahamcopestake]

In the Messaging tab point 3. 'Specify to which extension or queue you want to route chats and calls to' has my User ID in there. If i have 3 or four users how do i know what User to put in this field?

 

[ChrisC_3CX]

Oh right. So how do i set that up then please? Sorry i sound naive, but before i talk this through with the client i need to ensure I know what I'm doing

All you need to do is:

1. Access the Management Console
2. Go to Call Queues(Available on Pro and Enterprise editions)
3. Create a Call Queue
4. Go to Agents and add the extensions you want as Agents.
5. Click on the Click2Talk tab and enable it by selecting the checkbox, then click on OK.
6. Go to the Messaging section of the Management Console and edit the 3CX Live Chat Integration.
7. Where it says "Specify extension" select the Call Queue's extension number of the Call Queue you created (usually something like 800) and copy then link, then click on OK.
8. Go into your Wordpress Console, click on "Live Chat >> Settings >> Advanced Features" and paste the URL you copied in the "Chat Server URL" field and save settings.

Chats should now be viewed by all agents, just make sure they are logged into the Call Queue. Agents will have the option to pick up a chat, which when done, assigns the chat that picked it up and removes it from view for the other agents. You can have chats automatically assigned to the first agent that replies to it. Just edit the Call Queue in 3CX, go to Advanced and scroll down where it says "Chat ownership assignment". When the agent is done, he/she can mark the chat as "Dealt with"

I highly recommend going through our training material or at least the training material related to the configuration you'll be applying such as "Call Queues" and "Messaging"

Messaging: https://www.3cx.com/3cxacademy/videos/advanced/configuring-messaging/
Call Queues: https://www.3cx.com/3cxacademy/videos/advanced/call-queues/