chat-window
id: chat-window
title: Chat window
This document explains how to customize the main UI elements of the chat widget.
Quick Reference:
- Customize widget text in widget themes
- Set up translations and multiple languages
- Prefill visitor information
- Override default translations
Header
Customize header icon placement by creating a new widget theme with custom header icons.
Operator Profile
Display different operator profiles based on chat status.
Start Chat Profile
Enable the start chat operator profile:
Path: System configuration → Live help configuration → Start chat form settings → Default settings → Additional form settings → Show operator profile above input fields
Customization: Widget theme → Custom content → Use bot profile in the widget instead of default
Ongoing Chat Profile
Shows either bot or operator profile depending on chat status.
Chat Window Toolbar
Complete toolbar with all options enabled:
Sound Icon
Default: Sounds are enabled for visitors Disable: System configuration → Synchronization and sound settings → Play a sound on a new message for a front-end user Note: The sound icon cannot be hidden from visitors
Print Icon
Enable: Configure in chat settings
File Icon
Configure: Enable/disable in file settings
Face Icon (BB Code)
Without widget theme: Disable in chat configuration With widget theme: Disable in widget theme settings
Mail Icon
Disable: Configure in chat settings
Close Icon
Hide: Configure in chat settings
Font Size Icon
Enable: Configure in widget themes
Voice Call
Availability: Only visible when operator accepts chat Learn more: Voice calls documentation
Voice Message
Learn more: Voice messages documentation
Change Language
Allows visitors to switch widget language.
Configure: Chat settings
Download as TXT
Disable: Configure in chat settings
Customizing Non-Theme Text
For text that cannot be changed in widget themes, use the translation extension.
Learn more: Language override documentation
Troubleshooting: Chat Start Errors
If visitors see this error message:
Your request was not processed as expected - but don't worry it was not your fault. Please re-submit your request. If you experience the same issue you will need to contact us via other means.
By default, captcha is valid for 30 minutes. After that period on submit it's refreshed.
Check these solutions:
- Proxy setup: Ensure Live Helper Chat detects IP correctly
- Session captcha: Uncheck "Use session captcha" in Chat configuration (required for same domain/subdomain)
- Debug captcha flow:
- Look for
/captcha/captchastring/fake/1753085773
requests (timestamp varies) - Verify response:
{"result":"d560e431361af7765bc44871a4e55799e683ec17"}
- Check
widgetrestapi/submitonline
request includes captcha data E.g"captcha_d560e431361af7765bc44871a4e55799e683ec17":1753085773,"tscaptcha":1753085773
- Look for
- Still not working: Environment-specific debugging required