Live chat
Put your own Tidio or LiveChat chat on your site. Visitors press the chat button in the corner of the page, and you answer them from your Tidio or LiveChat inbox, as you would on any other site. Your conversations, agents, greetings and chatbots stay in your Tidio or LiveChat account; Aglyn only puts the chat on your pages.
Live chat is included on every plan. You need your own Tidio or LiveChat account.
Set up live chat
Connect your own Tidio or LiveChat account by its public key or license number, then choose which pages show the chat.
- Turn on Live chat for the site under Admin → Plugins → Live chat. It is off for every site until you turn it on.
- Open the site's Setup page and find the Live chat card.
- Choose your Chat service: Tidio or LiveChat.
- Paste the identifier from your chat service's install code. You can paste the
whole install code and Aglyn takes the identifier out of it.
- Tidio: the Public key, under Settings → Developer in Tidio.
- LiveChat: the License number, in the install code under Settings → Channels → Website in LiveChat.
- Turn on Show the chat on this site and press Save.
Saving refreshes your live pages, so the chat button appears within a minute. Changing the card takes the Manage site settings permission, which a site's admins hold by default; everyone else on the site can see how it is set.
To pause the chat without losing your settings, turn off Show the chat on this site and save. Switching Live chat off under Admin → Plugins removes it from the site's pages too, and keeps the settings for later.
Which pages show the chat
Under Pages, choose:
- Every page (the default).
- Only these pages, then list them.
- Every page except these, then list them.
List one page address per line, such as /contact. End an address with /* to
cover a whole section: /shop/* covers /shop and every page under it. You can
list up to 50.
The chat never appears in the Besigner or anywhere else in the console, only on your published pages.
Chat button sets the corner the button sits in. Choose the same side you chose in Tidio or LiveChat, so the button and the chat open in the same place.
How the chat loads
The chat is built to keep your pages fast. Until a visitor asks for it, the page carries only a small chat button, drawn after the page has finished loading. Tidio or LiveChat loads when:
- A visitor presses the chat button. The chat loads and opens.
- The same visitor opens another page in the same browser tab. Their chat comes with them, so a conversation is not cut off.
- You turned on Load the chat with the page, once the page has finished loading, for visitors who allowed analytics. With it on, your chat service's own greetings, proactive messages and visitor list work before anyone presses the button. A visitor who has not allowed analytics still gets the chat when they press the button.
Load the chat with the page is off by default. It needs your site's cookie consent to be running, which it is whenever the site has a Google Analytics or Google Tag Manager ID. On a site with neither, or one that turned the consent tool off, the chat loads only when a visitor presses the button.
Privacy and cookies
Tidio and LiveChat keep the visitor's conversation and recognize them when they come
back, in the visitor's browser: Tidio mostly in local storage (tidio_state_…,
tidio_token), LiveChat in the __lc_cid and __lc_cst cookies. Neither uses them
for advertising.
- When a visitor presses the chat button, they are asking for the chat, so it loads whatever they answered on your consent banner.
- When the chat loads with the page, it waits for the visitor's analytics consent, and your consent banner names your chat service beside Google Analytics. A visitor who later withdraws consent has the chat taken off the page and its storage deleted, unless they had pressed the chat button themselves.
Your chat service receives what visitors type into the chat, the page they are on and their browser's details. It is your account with that service, under your agreement with it; list it in your site's privacy policy.
Your site's security policy admits the addresses Tidio or LiveChat need only while the chat is on, so you do not need to add them under Security yourself.