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3CX Live Chat: All you need to know about this Ultimate Software in 2022?

3CX Live Chat Software offers you to answer messages and calls from website visitors directly from 3CX. Unlike other live chats where more than 50% of queries can’t be solved due to no better understanding between agent and customer. In 3CX if the agent wishes they can change the live chat into a call for better understanding, to keep you updated blogs related to 3CX are regularly posted here and Team IHA stands for I Have Answer, and to offer what is being said, you could read regular updates and information about 3CX here. Still have any doubt, get in touch.

Why Live Chat by 3CX?

There are many live chat platforms available, but only a small number of them are free, and even among the free options, not many of them have the same features and capabilities as the 3CX Live Chat solution. In a previous blog post, we discussed the features of live chat.

Team IHA offers all the services related to 3CX and experts from Team IHA assist the clients in setting up Live Chat to all other things, when you get the work done from Team IHA you get free support lifetime and a dedicated accountant. Request a call back here.

Live chat software is a way to provide efficient and real-time service and communication online, to put it very simply. Through a chat window, it enables website visitors to receive immediate information, assistance, or support. The customer types a message, and the company’s “agent” responds by typing.

How does it work?

By adding a website plug-in and implementing a chat bubble or widget on the side of the screen, the live chat could be started. After that, users can click it to begin a conversation. We are unable to cover every aspect of how every platform works because they all function differently. However, 3CX Live chat is simple to set up and can be utilized as a stand-alone system, requiring agents to log into the “back-end” of the website to process their messages. As an alternative, it can be connected to a 3CX phone system, enabling simple management of all messages through the web client, desktop application, or even iOS and Android mobile clients.

How to Install Live Chat by 3CX?

On well-known platforms like WordPress, Drupal, Joomla, Wix, and Weebly, a plug-in called 3CX Live Chat is available and simple to install. The plugin’s configuration options allow for a wide range of customization features and tools once it has been downloaded and installed. 

Requirements 

  • Startup with V18 Update 5, StartUP users and Dedicated instances are covered by this manual. 
  • Update 4 instances will require the Management Console to set up live chat, but the features and options are limited, so we advise upgrading to Update 5. 
  • Existing installations of live chat made before V18 Update 4 will require reconfiguration. In order to give administrators time to migrate, older installations will be kept in the PBX’s “Facebook & SMS” section. To accomplish this, adhere to steps 1 and 2 below and change the URL and HTML code on your website to the new versions. Delete the previous installations from the PBX once you’re finished. 
  • Version 10.0.4 or higher is required for the 3CX Live Chat WordPress plugin.

Step-1 Add Live Chat in 3CX

Startup

Skip this step if you have already configured your live chat during the sign up process. If you have skipped it or want to add a new live chat configuration follow these steps;

  1. Sign in  3CX Web Client and go to “Office Settings > Voice & Chat”, select “+ Add live chat”.
  2. Proceed to step 2.

Dedicated

To add & configure live chat, a user with ‘System Administration’ advantges needs to log in on the 3CX Web Client. 

  1. Log in onto your 3CX Web Client and go to “Admin > Voice & chat”,select “+ Add live chat”.
  2. Proceed to step 2.

Step-2 Customization

When you click “Save,” changes are immediately effective, updating your preferences at a later date is simple and quick. You can always use the chat bubble’s preview to see how your customization will appear and function.

Move to the third step after customizing all as of your preferences.

Step-3 Enable Live chat over your website

You must now add your live chat to your website after configuring it. If you have a webmaster who handles the administration of your website, use the email box to automatically send them all the information they need to get you up and running.

(Though, you don’t need to take the hassle of this when Team IHA experts can handle it) 

  • To get your URL to use when configuring the plugin, click the “Copy” link. 
  • Log in to your WordPress website’s admin panel. 
  • Click “Add New” at the top of the page when you are on the “Plugins” page. 
  • When the “3CX Free Live Chat” result appears, click “Install Now” to begin the installation process. 
  • Click “3CX Live Chat” in the sidebar once it has been installed.
  • paste the URL you previously copied. It can be located once more in the “Information” field of the Web Client configuration. 
  • Use the check boxes below to select specific pages, or check the box to display the chat on all pages. Click “Save Changes” to finish.

The WordPress plugin will only support one Live Chat URL per website as of right now. Support for multiple chat bubbles will be made available soon. If multiple Live Chat options are needed then simply paste the various code snippets into the pages you need.

Non-WordPress Sites

  1. You can copy the HTML code from the Web Client if you don’t have WordPress. 
  2. Put the code in each of your individual web pages before the /body> tag.

Don’t worry as Team IHA stands for I Have Answer and do what it says, our experts will assist you till it is installed properly to any error you might face. Still have doubts regarding the live chat or its installation process or if you are facing an error get in touch with Team IHA and get it fixed immediately. Team IHA experts are well-trained software engineers who know what their job is. 

How does it work for agents?

Receiving 

All agents who are a part of the queue designated to handle chat messages will see the notification appear in the chat window whichever client they are using as soon as a visitor starts a conversation. Until someone takes ownership by pressing the “Take” button, any agent can participate in the conversation and see what is being said. The conversation will now belong exclusively to this person, and other agents will no longer be able to access it.

Transferring 

A chat can be forwarded to another agent to handle if a customer question or support request is outside the agent’s knowledge base or area of expertise. To do this, click “Transfer” and choose the agent to whom the chat should be transferred. The customer won’t have to repeat themselves after a chat has been moved because the new agent will still be able to see the previous chat history.

Resolving

The conversation can be easily marked archived if no response is coming from the customer and the customer has become unresponsive, or the chat needs to be kept for the future.

Features of 3CX Live Chat

More companies, regardless of size or industry, are leveraging live chat. No matter what platform or CMS a website is built on, 3CX has created a live chat solution to make adding a plugin simple.

Chat Customization

There are numerous features and customization options available once the initial 3CX Live Chat extension has been set up and connected to a 3CX phone system (or even as a standalone software solution). Following your preferences, you can select:

  • Which pages display the chat bubble
  • Logos & Avatars
  • The first form fields for visitors to complete (e.g. Name only, email, name, and email or none)
  • actions after hours to make sure visitors are aware of whether or not agents are on duty.
  • Color styling, including three template styles and a full-color customization
  • Languages

When linked with 3CX Phone System

Website visitors can chat with agents in real-time and switch to a live call or video call with just one click thanks to the integration of Live Chat with our phone system, which eliminates the need to dial any phone numbers. The 3CX Web Client, Windows Desktop App, or mobile app can be used by the same agent to answer calls right away from their extension, ensuring smooth call flow.

SMS & Facebook Integration

Live Chat offers all the customization and features a user could desire. Multiple communication channels are supported by 3CX. It is possible to integrate Facebook Messenger and business SMS into 3CX to give agents a single window through which to communicate with all customers, regardless of how they choose to contact the company.

Additional Features

Google analytics integration

The chat bubble and greeting message interactions between website visitors can be tracked and reported by admins, which works to help increase conversion rates.

Chat Reports

To find out how many chat sessions have been started, answered, and abandoned, Live Chat includes the ability to run reports. The reports could run only when a  3CX phone must be linked.

Sales & Support

Before starting a chat, visitors can choose which department they want to speak with.

Agents Transfering and Assigning

A group of agents may receive chat messages, and any one of them may choose to “take” the chat and handle it. The chat can be moved to another agent while keeping the previous chat transcript if the visitor requires more experienced assistance.

Summary

No matter their level of technical expertise, anyone can integrate instant messaging and support right into their website using 3CX Live Chat. Implementing specific business rules for managing conversation timing is easy, and customization is intuitive. Conversion rates and visitor satisfaction will be guaranteed by visitors having the option to convert the chat into a live call inside the browser.

Why Choose Team IHA?

Team IHA offers various free services when you opt for Team IHA, such as; 24/7 support, a dedicated accountant, and so on, that too free. If you have installed the PBX or want to renew it or you need to set up a live chat or facing any issues or errors while using 3CX Live Chat based on 3CX you can get in touch with Team IHA. We have one motto to serve our customers with the best service.

After installing Live Chat based on 3CX many errors can occur or you might want to shift to another feature or update somewhere you can face problems or need to pay a large sum to the technicians and this could happen several times.

Still, with Team IHA you get free lifetime tech support, Team IHA helps you to reduce cost management and boost your business. With top-notch experts, Team IHA which stands for I Have Answer works magnificently to offer the best 3CX Services and solutions. Over a course of time, Team IHA has been leading in the market and working with tons of clients around the world. Team IHA has changed the growth graph for their clients. We post blogs related to 3CX on a frequent basis. Stay updated with us as we are the best 3CX service provider.

Author

Harshit Rawat

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