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Chat window

This document explains how to customize the main UI elements of the chat widget.

Quick Reference:

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

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:

  1. Proxy setup: Ensure Live Helper Chat detects IP correctly
  2. Session captcha: Uncheck "Use session captcha" in Chat configuration (required for same domain/subdomain)
  3. 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
  4. Still not working: Environment-specific debugging required