Enabling Automated Live Chat Systems

Liferay 7.4+

Liferay now offers integration with several live support chat platforms. Enabling this integration adds a chat window to sites on your Liferay instance and can be used to enable improved support and site experience for your users.

Enabling Click To Chat

1. Go to the Global Menu () → Control Panel → Instance Settings.

   

2. Under the Content and Data section, click Click To Chat.

   

3. To enable Click to Chat for your instance, switch the Enable Click to Chat toggle.

   

4. Once enabled, you must select a Site Settings Strategy. Your Site Settings strategy determines how Click to Chat is enabled across sites that exist on a given Liferay instance.

   

   Always Inherit: Click To Chat is enabled for all sites on the instance and ignores configurations made in Site Settings.

   Always Override: Configuration for Click to Chat configured in Site Settings always takes priority over configurations made in Instance Settings.

   Inherit or Override: Sites inherit configuration from Instance Settings, unless configured otherwise in the site’s Site Settings.

5. Select your chat provider and enter the Account ID or token given to you by your Chat Provider.

   

6. (Optional) Click the Guest Users Allowed toggle to enable guest users (unauthenticated users) to have access to the Click to Chat feature for your sites.

7. Click Save.

Click To Chat integration with your live chat provider is now configured.

Getting The Chat Provider Account ID or Token

Each provider requires a two step process to enable the feature:

1. Find your Account ID.

2. Copy and paste it into the Chat Provider Account ID field.

   Note

   Unlike Zendesk Web Widgets Classic, Zendesk Web Widgets requires an Key ID and a Secret Key.

You can grab keys from these supported providers:

• Chatwoot, under Create a contact.

• Crisp, under How to find the WebsiteID?.

• Hubspot, under Locate your NetSuite Account ID, Access Token ID and Access Token Secret.

• Intercom shows your account ID in the URL between /apps and /home. If the URL is https://app.intercom.com/a/apps/abcdefg1/home, after /apps the sequence of letters and numbers is your ID. In this example, Intercom’s Account ID is abcdefg1.

• Jivochat, under How to find the HTML code to install on your website.

• LivePerson, under Find your account number.

• Smartsupp, under Configuration.

• Tawk.to, under Here’s how to find the Direct Chat Link:.

• Tidio, under Installation.

• Zendesk Web Widgets Classic, under Adding the Web Widget (Classic) on your web page. The Account ID is the portion of the snippet after ...snippet.js?key=.

• Zendesk Web Widgets is the same as in the Classic version. You can find the Key ID and Secret key under Generating a signing key.