# WChat Live Support Addon

https://docs.wisecp.com/de/wchat-live-support-addon

WChat puts a live chat widget on your website. You decide who sees it and when. Every conversation becomes a support ticket, with files and encrypted messages carried along.

## Reaching the Screen

Go to **Tools → Add-ons → WChat**: `{admin}/tools/addons/WChat`

> **Premium Feature**
> 
> This module is included with the **Business Plan** at no additional cost. On other WISECP license plans you can add it to your existing license.

The page stays open while the add-on is off, so you can review the configuration. Serving the widget needs WChat enabled and the license active.

## What the Add-on Does

| Area | Administrator capability | User and staff result |
| --- | --- | --- |
| Audience and hours | Pick one audience and an optional daily time interval. | The widget appears only when identity, service status and schedule all match. |
| Conversation behavior | Require contact fields. Allow attachments, encrypted messages, automatic opening and permanent hiding. | The conversation starts with enough identity and respects the enabled controls. |
| Support workflow | Watch conversation counters and open the related support ticket. | Chat stays linked to a ticket instead of forming a separate inbox. |
| Appearance and embed | Set colors, header image and per-language texts. Copy the embed code and allow external hostnames. | The same widget matches your brand on your site and on approved external sites. |

### Privacy and support functions

WChat keeps contact and ticket continuity through encrypted identifiers and records the embedding domain. Staff see WChat markers and a conversation panel inside the ticket. They can block an abusive contact, which also hides that person’s window.

### Appearance and embed functions

A live preview sits beside the settings. It shows the widget as the visitor will see it and follows every change you make, including the colors, the texts and which icons the message box offers. The domain allowlist is normalized one hostname per line. Your own installation hostname stays allowed automatically.

## Before You Configure It

1. Enable WChat and confirm the license. Decide which team owns incoming chat tickets.
2. Decide the audience, the support hours and the contact data you will require.
3. List every external hostname that will embed WChat.

## Access, Conversation and Embed Controls

- **Who Sees the Chat**: Required. One of: Everyone, Visitors Only, Signed-In Clients, Clients with an Active Service.
- **Services That Unlock the Chat**: Only for the active-service audience. Empty means any active service qualifies.
- **Only During Working Hours**: When enabled, the widget is available only during the saved 24-hour start/end range.
- **Require Contact Information**: Requires the selected name, email and/or phone fields; full name is forced when none is selected.
- **Allow File Upload**: Lets users attach files within the installation’s support attachment limits.
- **Enable Encryption**: Lets users mark private values such as passwords as an encrypted message.
- **Allow Permanent Hiding**: Lets the user hide the widget in the current browser until that site data is cleared.
- **Trigger Chat Window**: Opens the widget after the configured delay; disabled leaves opening to the user.
- **Allowed Domain Names**: One external hostname per line. The installation domain is always allowed.

## Installation and Operation

### Define audience and operating hours

1. In **Who Sees the Chat**, pick one audience. For **Clients with an Active Service**, search and add the qualifying products, or leave the list empty to accept any active service.
2. Turn on **Only During Working Hours** if support runs on a schedule, then enter the start and end values.
3. Save and test one eligible and one ineligible identity. Only the matching user within the schedule should receive widget configuration.

### Configure identity, files and privacy

1. Choose the required contact fields and check that the widget wording explains how the data is used.
2. Turn on file upload, encrypted messages and permanent hiding only if your support process handles each one. Set the automatic opening delay if you want it.
3. Save, start a test conversation and confirm contact creation, attachment limits, encrypted display and hide/reopen behavior.

### Customize visual and localized content

1. In **Colors and Header**, pick a ready palette or set accessible primary/secondary colors, and optionally upload a header background.
2. In **Widget Texts**, pick each active language and edit the title, subtitle and opening text.
3. Check the live preview beside the settings as you type, then save. New widget loads use the revised presentation.

### Authorize and embed external sites

1. In **Put WChat on Another Website**, add each exact external hostname on a separate line.
2. Copy the generated code into the approved site and load it from that hostname.
3. Save, then verify the widget loads and a non-allowlisted hostname is rejected. The main installation hostname works without being listed.

### Verify and maintain

1. Send a test message, an attachment and an encrypted message, then open the related ticket and reply from the staff workflow.
2. Review the counters, unanswered tickets and service eligibility regularly.
3. Repeat the eligible/ineligible and external-domain tests after any audience or domain change.

## Things to Watch

> **An empty service list accepts every active service**
> 
> With the active-service audience, an empty list lets any client with any active service reach the chat. Add products only to narrow it.

> **Domain and privacy controls are security boundaries**
> 
> Allow only hostnames you operate. Keep required contact data to a minimum. Encryption is not permission to ask for unnecessary secrets.

> **One Save covers the whole page**
> 
> Audience, behavior, colors, texts and embed settings are saved together. Discard Changes reloads the page and drops everything not yet saved.

## Privileges

**Tools Add-ons** (`TOOLS_ADDONS`) is required to configure WChat. Staff also need the ticket privileges to read and answer conversations.

## Related Screens

- [Tickets](https://docs.wisecp.com/en/tickets)
- [Module Management](https://docs.wisecp.com/en/module-management)