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Frequently Asked Questions

Top questions

What plans are available?
There are two plans available:

Free : For small business with basic features and up to 100 chats/month. Premium : More features available to help you get the most of our live chat service.

Check out our pricing page for more information and plan comparison page for a full listing of features available in each plan.
Do you provide a mobile app?
Yes, we provide an Android app for free. We don’t provide an iOS app.
In which languages is Operator Console available?
onWebChat Operator Console (Dashboard) is available in the following languages: English, Swedish, German, French, Italian, Spanish, Portuguese, Slovenian, Greek and Turkish. Of course, you can set the texts for your chat window in any language you want
Where can I find my invoices?
Login to your onWebChat account, click the menu on the top right corner, click on Payments and select Payment History tab. On this page you can see all your payments and you can download your invoices.
Can I use my account on multiple domains?
Yes, you can use your onWebChat account on multiple domains (websites). You only pay per operator if you are on the Premium Plan.

Payments

Do I have to pay to sign up?
No, payments are not required to sign up. When you sign up with us, you get a free Premium Plan for one month. You can use this time to try and test our software. After one month if you don't process a payment for the Premium Plan, your account will be turned into a Free Plan one.
How can I pay?
You can pay by credit/debit card or PayPal. We don't accept American Express at the moment. There are no additional costs and you can cancel your subscription at any time.
Are there any discounts?
Yes, we do offer discounts for advance payments. You can get a 28% discount applied if you choose for a single 12-month payment or a 14% for 6-month payment. In addition, there is a discount (up to 60% off) based on the number of operators you want to add. Contact us for more details.
How can I cancel my subscription?
Any time you want, you can cancel your subscription. Login to your account, click the menu on the top right corner, go to Payments page and click cancel subscription button. Your plan will be active until the end of your payment period.
How can I change my payment method?
If you have an active subscription, you cannot change your payment method. You have to cancel your subscription and create a new one with the new payment method, at the end of your payment period, when your account is downgraded to the Free plan. You will not lose any data from your account.

Account settings

How can I change the email where I get offline emails?
On Settings page, click on Widget and Offline Form. There you can set up to two comma separated email addresses to receive your offline messages. Leave this field blank to disable email notifications. All offline messages are also available on the dashboard.
How can I change my account’s country?
Please contact us to change it.
How can I change the email on an operator?
At the moment you cannot change the email of an operator. You can delete this operator (or disable him) and create a new one. However, if you want to keep this operator and change only his email, please contact us.
Can I set auto logout for operators?
Yes, you can set your status to invisible, if you are inactive for some time. Click on the menu, on the top right corner of Operator Console and select Account. You can find this setting as 'Go invisible after'.

Features

Is there a white-label option?
Yes, on the Premium Plan you can hide onWebChat logo from your chat window.
    To hide onWebChat logo:
  • Go to dashboard > Settings.
  • Click Appearance tab.
  • Activate 'Hide onWebChat logo' button.
  • Click save.
Can I track visitors to my website?
You can see your visitors live with visitor monitoring. You can see their status, country, operating system, page, time on your website and more. When you chat with a visitor you can also see all pages he has visited on your website.
Can I transfer the chat to another operator?
Yes, you can transfer the chat to another connected operator. The chat should be active and the visitor on your website.
Can I invite visitors to chat?
Yes, you can use two types of greetings to engage visitors on your website:
Triggers - Automated messages that triggers when certain conditions are met.
Manual – operator clicks on a visitor on visitors list to chat with him.
How can I enable chat ratings?
  • From the dashboard, go to Settings > Widget.
  • Select the 'Chat Rating' tab.
  • Activate the 'Use Chat Ratings' button.
  • Click Save.

Visitors can rate chats when the chat is over (by the operator or visitor) or at any time upon operator request (on Chat page, click 'More Actions' > 'Ask for rating').

On the dashboard, you can see chat ratings on the History page and average rating on Statistics page.
How can I use departments?
  • From the dashboard, go to
    "Settings > Departments".
  • Create your departments and specify which operators belong to each one.
  • Then go to "Settings > Widget".
  • Select the 'Pre-Chat Form' tab.
  • Activate the 'Use Departments' button. (Pre-Chat Form should be enabled)
  • Click Save.

Visitors can now choose which department they want to chat with!

More advanced topics

How can I test triggers?
If you have trouble testing triggers, please ensure that you open a new browser tab and you delete all page cookies or you use a new private tab. That’s because each visitor should see one trigger at most when visiting a website. So note, that if you have set multiple triggers, only one will be activated for a visitor. Finally the chat status should be online in order the triggers to be activated.
How can I create a button on my website to open the chat widget?
You can use our Javascript api:
<input type=button value='open chat!' onclick='onWebChat.set("max",1);'>
to maximize the chat window. This is a button, you can use the same function in a link. For more details see our Javascript Api
Do you offer an affiliate program?
Yes, we do. If you are interested in our affiliate program, please let us know.
How can I insert a line break in the chat?
You can press Shift+Enter to insert a line break into your chat. This works for both visitors and operators.
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