Live Chat by Formilla – Real-time Chat Plugin

Description

Formilla Live Chat Software offers FREE and Premium services for your WordPress site. Allow your visitors to chat with you live if they have any questions or need support.

Formilla Live Chat Features:

  • Installs Instantly: Use the out-of-the-box Formilla Live Chat web interface to begin live chat online immediately. The live chat button will appear on your WordPress or WooCommerce site upon installation/activation of this plugin.

  • Mobile Apps for iPhone, iPad, and Android Devices: Live chat via your mobile device or tablet by using our iPhone/iPad or Android apps! Install our app and simply login to your Formilla Live Chat account to chat with customers from anywhere! This feature is available with any Premium package.

  • Mobile Ready Chat Widget: The Formilla Live Chat widget has a responsive design that adapts to smartphones of any size, making it easy for your website visitors to interact with.

  • Real-time Visitor Monitoring: Formilla Live Chat real-time visitor monitoring/tracking allows you to see the number of active visitors on your website, and initiate live chats with them. View what country the visitor is accessing your site from, their recently viewed web pages, operating system in use (Windows, Mac, iOS, Android, etc.), internet browser, referring site, new user vs. returning, IP address, and more. Formilla Live Chat visitor monitoring comes with any of our Premium account packages.

  • Language Support (International): Our Language support option allows you to customize the text of the live chat widget in online and offline form. Our Premium packages allow you to customize your live chat widget in any language, including Spanish, French, German, Dutch, Portuguese, Chinese, Hindi, Italian, and much more!

  • Smart Messages: Target visitors like never before! With Smart Messages, you can automatically display custom messages to your website visitors in many different scenarios (Premium Plus package).

  • Pro-active Chat: Enable pro-active chat to trigger live chat automatically with a visitor after a defined number of seconds.

  • Canned (Saved) Replies: Use simple keyboard shortcuts to access saved replies and quickly respond to commonly asked questions via live chat (Premium option).

  • Chat Broadcast: With Chat Broadcast, all your online chat agents are notified of an incoming chat and can accept or decline the chat based on their immediate availability.

  • Chat Transfer: Transfer a chat message back and forth with other available chat agents and provide a private message to provide additional details with the transfer.

  • User/Agent is Typing a Message…: Now you don’t need to wonder if the person you’re chatting with is even on the other end! Formilla Live Chat keeps visitors and agents informed if the User or Agent is typing a message. This improves usability and makes conversations more enjoyable.

  • Desktop Notifications: Make sure you don’t miss any chats by enabling Desktop Notifications to see an alert box displayed every time you receive a chat. This feature currently works with Chrome, Firefox, and Safari.

  • Custom Banners, Colors, and Themes: Formilla Live Chat software Premium packages allow you to customize your chat widgets to match your site. Change the color of the chat button/widget, chat message and font color, backgrounds, etc. Upload your own online and offline live chat images to use in your header, footer, etc. to encourage customers to live chat!

  • Advanced Customization: Formilla Live Chat software gives you the ability to stretch the width and height of the live chat button, and control the location down to the pixel. You get access to the CSS for the live chat button and widget to make it look perfect! (Premium option)

  • Require Email Address: Before visitors start a live chat, you can require them to supply their email address first.

  • Contacts Management: We’ll store your contacts in Formilla whenever you have a live chat conversation, or receive one while offline. You can segment contacts automatically into separate groups to target them effectively. You can also tag high-value prospects for follow-up, as VIP customers, or really anything else. Use our super fast search and filtering options to find your contacts quickly.

  • Chat Button Location: Easily move the position of the live chat button and widget to the bottom left or right of your website with our customization options (Premium option).

  • Multiple Live Chat Agents: Our Premium packages allow you to add multiple chat agents to your Formilla account to support incoming live chats from your customers.

  • Offline Chats: Formilla Live Chat software automatically displays as an offline version of the chat widget on your site when you’re unavailable to chat. You can manage offline messages via email as Formilla will send you a transcript of the message.

  • Integrate with hundreds of apps using Zapier: Automatically post chat transcripts directly to your favorite apps using Zapier. Hundreds of apps are supported, including email marketing tools, CRMs, ticket systems, and a lot more (e.g. Mailchimp, Constant Contact, Pipedrive, Infusionsoft, Zendesk, etc.). This is a Premium package option.

  • Help Desk: The Conversation History/helpdesk allows you to search your live chat history or offline chats by customer email address, priority, status (new, read, pending, complete), flagged vs. unflagged, and also assign an item to another user of your Formilla Live Chat account.

  • Export Email Data: Formilla Live Chat software allows you to export your customers’ email addresses from the Conversation History inbox.

  • Add Private Comments: Formilla Live Chat gives you the ability to add private comments to any live chat historical record in your Conversation History.

  • Visitor Technical Info: Formilla Conversation History includes the customer’s technical details such as operating system, browser, screen resolution, etc. Also, view visitor technical info during a live chat session.

  • Custom Attributes: Pass in custom data fields from your website to Formilla Live Chat for easier tracking such as account IDs, customer IDs, name, phone, and more.

  • Robust APIs: Push your data to Formilla to track advanced customer behavior with our Javascript and REST APIs. Track last order date, member signup date, total amount spent, or anything else.

  • Get started immediately with our free live chat package that comes with 15 days of premium services as well.

Screenshots

  • Install Formilla Live Chat on your website and chat with your visitors from anywhere! Mobile apps come with any premium account.
  • Live chat via your mobile device or tablet by using our iPhone/iPad or Android apps. Receive push notifications for every chat!
  • Formilla Live Chat Dashboard where you can live chat with your website visitors.
  • Real-time Visitor Monitoring dashboard where you can monitor your website visitors and initiate live chats proactively.
  • The Formilla Live Chat Conversation History inbox. View live chat history, search and respond to offline email submissions, etc.
  • This is the Contacts screen where you can use super fast search and filtering options to find your contacts quickly.

Installation

Follow our WordPress Live Chat Plugin tutorial to get started. To manually install the plugin zip file, see below:

  1. Download and unzip the formilla-live-chat.zip to your wordpress /wp-content/plugins/ directory
  2. Activate the plugin through the ‘Plugins’ menu in WordPress
  3. Choose the Get Started link from the plugins page or navigate to the ‘Formilla Chat’ menu item that appears on your WordPress Admin upon activating the plugin to complete registration
  4. That’s it! Once registered, your live chat widget is created instantly and is available on your site for customers to chat with you.

FAQ

How do I install Formilla Live Chat software to my WordPress site?

Follow our WordPress Live Chat Plugin tutorial to get started.

Does Formilla Live Chat work with WooCommerce?

Yes, our live chat software easily installs with WooCommerce sites. Install and activate the plugin from within your WordPress/WooCommerce admin panel for the chat button to appear on your site.

How do I start a test chat after installing Formilla Live Chat on my WordPress site?

Watch our video tutorial to learn how.

What is the Formilla ‘Chat ID’ (or Plugin ID) under the WordPress plugin settings?

The Chat ID is the unique identifier for your particular live chat account. Your live chat widget won’t display on your WordPress website unless you have a Chat ID entered on the settings page. You will receive this ID via email upon registering with Formilla.com via the Formilla Chat link on your WordPress admin panel.

Can I specify my hours of operation or simply that I am unavailable to chat?

Yes. Start by logging in to your Formilla Live Chat account, then mouse over Settings and select Widgets from the submenu that appears. On the next page, click the edit/pencil icon under Actions for your chat widget. You can modify the hours of operation from the Widget Details tab and click Save Changes.

Will I receive an email notification when my customers contact me while I’m offline from chat?

Yes, the Email Notifications option is enabled by default for every Formilla Live Chat widget you create. Removing the email address(es) on the Widget Details tab of the live chat widget configuration page disables the feature. Alternatively, you may add additional email recipients by simply comma-separating each email address. You can respond to emails using your preferred email client, or directly from the Formilla Conversation History.

I’ve followed all the instructions but I still appear offline to customers. How do I go online?

If you’re using the Live Chat web interface, it behaves just like any chat client; you must login to Formilla.com (the chat client) via your WordPress Admin Panel –> Formilla Chat menu item, or directly at Formilla.com in a new browser window. Once you’ve logged in and navigated to the live chat dashboard (Dashboard from the main menu), you’re considered online and ready to accept chats. Ensure your live chat status indicator says Online in the header bar, of course. If you log off, your chat will go to offline mode. If you’re using our iPhone/Android apps instead of the live chat web interface, simply log in to the mobile app and Formilla.com will recognize you’re online and mark you as available for live chat.

How do I go offline so that customers cannot chat with me?

If you are currently not available to chat, just sign out of your Formilla Live Chat account or change your status to “Offline” from “Online” in the header bar, and you will not receive any live chats during this time. We took a very simple approach to appearing online versus offline for live chat. If you are using the Formilla Live Chat iPhone or Android app instead, simply sign out of the app, or mark yourself “Offline” from the settings tab, and Formilla.com will automatically update your availability.

Is there a way for me to deactivate my live chat momentarily without removing the plugin?

Yes. Access your WordPress admin panel and select Plugins from the left menu. Find the Formilla Live Chat plugin and click the ‘Deactivate’ link to hide the widget from your WordPress site. If you’re using either of our Premium plans, you can also hide the live chat button and widget from inside your widget settings. To do this, start by logging in to your Formilla account, then mouse over Settings and select Widgets from the submenu that appears. On the next page, click the edit/pencil icon under Actions for your chat widget. You should now be in the chat settings area, where you can select the Advanced Options tab. Simply check the box for the feature at the bottom “Hide the chat button/widget when agents are offline” and Save Changes. This will simply hide the live chat button from your WordPress site when you log out of Formilla or mark yourself as “Offline” status.

Can I proactively initiate a live chat with my customers?

Yes, we call these Smart Messages. Simply login to your Formilla account and choose Smart Messages from the live chat dashboard menu. We usually create your first Chat Smart Message when you sign up, however, you can delete (or edit) it and create your own by clicking the Create Smart Message button and choosing Chat Message to get started. Note: only one chat Smart Message is allowed on the free or Premium plan, however upgrading to Premium Plus gives you unlimited chat Smart Messages.

Can I enable an auto-responder when I don’t respond to an incoming live chat on time?

Yes. To enable this setting, start by logging in to your Formilla account, then mouse over Settings and select Widgets from the submenu that appears. On the next page, click the edit/pencil icon under Actions for your chat widget. You should now be in the chat settings area, where you can select the Advanced Options tab. Simply check the box for the feature “Enable Auto Response”, and enter your desired auto-response text in the field that appears, along with how long (for example, 60 seconds) before it should trigger. Also, be sure to Save Changes when complete. Going forward, any time a website visitor initiates a live chat conversation and you do not respond in 60 seconds, the auto-response will trigger.

Can I require my site visitors to provide their email address before starting a live chat session?

Yes. For Standard free accounts, enable this setting by logging in to your Formilla account, then mouse over Settings and select Widgets from the submenu that appears. On the next page, click the edit/pencil icon under Actions for your chat widget. You should now be in the chat settings area, where you can select the Advanced Options tab. Enable the “Require visitors to enter email before starting a chat” setting and Save Changes. If you are using either of our Premium packages, you will notice the ability to add pre-chat form fields near the top of the Advanced Options tab instead. You can add up to four fields to your live chat widget, such as First Name, Last Name, Email, a Custom field, and others. Keep in mind at least one field must be required.

Does Formilla Live Chat work with my mobile phone (e.g. iPhone, Android, etc.)?

Yes. Use our mobile apps for iPhone/iPad, or Android devices (Premium packages only) to chat from your mobile phone on the go! For those using the live chat web interface, it is currently not optimized for chat from your mobile phone.

Does Formilla Live Chat support Jabber or XMPP clients?

Unfortunately we no longer support 3rd party chat clients. At one point, we supported live chat via Skype and Google Talk clients, however both Microsoft and Google shut down support for 3rd party apps awhile back. We eventually retired both channels.

What happens when I choose the ‘Request Chat’ action from the visitor monitoring dashboard?

Formilla Live Chat will pop-up the live chat window to the corresponding visitor of your web site after a few seconds or on the next page load.

Can I modify the message displayed to my website visitors when I request a chat with them via the visitor monitoring page?

Yes. To do this, start by logging in to your Formilla account, then mouse over Settings and select Widgets from the submenu that appears. On the next page, click the edit/pencil icon under Actions for your chat widget. You should now be in the chat settings area, where you can select the Advanced Options tab to find the “Request Chat Text” field. Be sure to Save Changes when complete.

Is real time visitor monitoring only available to Premium accounts?

Yes. Currently the real time visitor monitoring/tracking feature of Formilla Live Chat is a Premium or Premium Plus account offering only.

Do I need to refresh the visitor monitoring page to show me the latest status of visitors/users on my web site?

No. You will see the data automatically refresh the user information every few seconds to show you the active visitors on your web site, what page they’re currently on, how long the user has been on your web site, whether they are new or returning, and more.

Can I receive an email each time a live chat conversation ends?

Yes. To enable chat transcripts, simply login to your Formilla account, mouse over Settings and select Users from the submenu that appears. Next, click the edit/pencil icon under the Actions column next to your chat agent(s), and check the “Email Me Chat Transcripts” option from the following page. Be sure to Save Changes when complete. You can also enable live chat transcripts to be sent to you at the account level. For example, let’s say you don’t respond to a live chat in time, or you want to receive all transcripts for the entire account. To do this, login to your Formilla account as the account owner (the email used to first sign up for Formilla), then click the dropdown next to your agent pic in the top right corner of the live chat dashboard, and select My Account from the submenu that appears. Next, enter an email address (or multiple comma separated) for the “Send all chat transcripts to” field, and Save Changes. Going forward, you’ll receive an email after each live chat ends.

How does the 30 chats/emails limit on the standard free live chat package work?

At the 1st of every month, the total count of chats/emails is set to 0 for all standard free live chat customers. Each chat conversation counts as 1 chat, as does every offline chat you receive. Formilla.com will send you an email once you reach 20 or more chats in a month, and another email once you’ve reached 30. Upon reaching 30 chats for a given month, the live chat widget will simply hide from your website, and reappear on the 1st of the next month.

Can I enable the desktop notifications feature with the standard (free) live chat package?

Yes. The desktop notifications feature works with the standard free live chat or premium package and can be enabled from within your Formilla.com account. Just click the Alerts bell icon in the bottom left corner of the live chat dashboard. Desktop notifications work with Firefox, Chrome, and Safari at this time.

What is the Formilla Lead Widgets app?

The Formilla Lead Widgets app gives you the ability to collect email subscribers and boost your social following. You can enable it by simply logging in to your Formilla account, then mouse over Settings from the live chat dashboard menu on the left and select My Apps from the sub-menu that appears. Next, click Add App for Formilla Lead Widgets if it isn’t added yet. Now that you’ve enabled Formilla Lead Widgets, mouse over Settings in the left menu, and choose Widgets from the submenu that appears. Next, click the Add Edge Widget button to configure your first Edge lead widget.

Does Formilla track my website visitor history and provide reports of this information?

No. While we do provide the real-time visitor monitoring feature for Premium accounts, we do not store anonymous visitor information unless someone actually initiates/responds to a live chat invitation. We typically recommend using a tool such as Google Analytics (free) for website analytics, as they do a good job storing and reporting on this information. You can view how many live chats and offline submissions you receive in a given period by logging in to your Formilla Live Chat account, then clicking the dropdown next to your agent picture in the top right corner of your account. Next, select Reports from the submenu that appears, and choose the “Total Chats & Emails” report. Here you can filter by your desired dates and click Search.

How do I remove completed chats from my live chat dashboard?

When a live chat is ended by the chat agent, or automatically after 20 minutes of inactivity, it is labeled as “Chat Completed” on the left-hand side of the live chat dashboard. Completed chats will be marked for removal one hour after the chat is ended, and they should disappear on the next dashboard page refresh. Completed chats cannot be removed manually at this time otherwise.

How do contacts get added to the Contacts section in my Formilla account?

Formilla automatically creates contacts in your account as “Leads” whenever a live chat conversation is started, or you receive a message from a website visitor while you’re offline/unavailable. We also store any information collected from the visitor via pre-chat form fields, including name, email, phone, and also their country/region, amongst other information.

What happens if I delete a Contact from the Contacts page in my Formilla account?

When deleting a contact from the Contacts section in your Formilla account, all live chat conversations, including offline chats, will also be queued for deletion. Be careful, as this process cannot be reversed and the information is permanently deleted.

How do I delete an individual live chat conversation from my Formilla account?

To delete an individual live chat conversation (as opposed to a contact and its entire history), simply mouse over Contacts in the live chat dashboard menu, then select Conversation History from the submenu that appears. From the next page, find the corresponding chat conversation and check the box to its left, and finally click the trash icon at the top of the page.

Is Formilla Live Chat compliant with the EU General Data Protection Regulation (GDPR) ?

Yes. Formilla has made several modifications to support the GDPR regulation that went into effect in May, 2018. If you require a Data Processing Addendum (DPA) to proceed with live chat on your website, please contact us on our website at Formilla.com.

Reviews

Great customer service & very easy to use chat

As a business owner and as a webmaster i needed a chat that can be fast and have the option to request name and email of the person that wants to start a chat with us.
i sent an email to the support on Sunday afternoon and the expected respond time was for Monday – Friday between business the hours, that i totally understand but Zack from Formilla Support answered in less than 15 min !
this is what i call good support and customer service, 5 star all the way!

i also recommend to buy the Live Chat Premium Plus – Yearly with 20% Discount as well.
super nice team and app that works with any smart phone for you as the agent and also for user with mobile phone and or desktop computer etc.

Easy to install

Good plugin, easy to install and setup on wordpress. I activated the plugin and chat was available on my site in few seconds.

100% 5 Stars

I’ve tried lots of plugins and there’s a big difference within all of them regardless of how good it works.. it’s all about support, communication and reliability.

Like this plugin so much we use it on our own websites, clients and even blog about it being they have an affiliate program.

Good people make good business 🙂

A fantastic plugin for a fantastic team

It’s tough to review such a fantastic plugin!

It’s perfect in all senses, it lets you really get in touch with the public visiting your website with deep analytics on who is there in any moment of the day.

And it lets you begin a chat as well!!!

The support in incredbile, they are always there to help and they answer just in minutes!

Five star is probably not even enough!

Thanks guys!

Super great plugin and team

This is an awesome plugin. Super easy to setup, super easy to use. And the team over at Formilla are super awesome and responsive. I have found that they are always available when I have a random question.

If you want to see how the plugin works, just message them on their site lol. 🙂 It is awesome.

Fantastic!

easy to use and works just like it says it does, even for a newbie! Great plugin!

Read all 91 reviews

Contributors & Developers

“Live Chat by Formilla – Real-time Chat Plugin” is open source software. The following people have contributed to this plugin.

Contributors

Changelog

1.2

Minor release to load the chat widget after most scripts for optimal performance.

1.1

Due to WordPress guidelines, we’ve modified our plugin to launch Formilla outside of the WordPress admin panel.

1.0.2

Officially WP 3.8 compliant. Fixed minor bug, updated readme text as well.

1.0.1

Updated readme.txt to add more FAQ, installation video tutorial, new screenshots. No other changes.

1.0

  • Initial release