Live Chat by Formilla - Real-time Chat & Chatbots Plugin

Follow our WordPress Live Chat Plugin tutorial to get started.

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.

Watch our video tutorial to learn how.

The Chat ID is the unique identifier for your particular 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.

Yes. 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 can modify the hours of operation from the Widget Details tab and click Save Changes.

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.

The Formilla Helper Bot can be setup and trained to answer questions from your customers automatically. To configure a chatbot (paid feature add-on), you can simply mouse over Automation in the left menu, then select Helper Bots from the sub-menu that appears. At the top of the next screen, click Create Helper Bot to get started.

Chatbots can be used to collect contact information from site visitors as a means to generate leads, and ask additional qualifying questions to determine the size of the opportunity, gauge the customer’s interest and where they are at in the buying cycle, or route them right to your sales team or even book a demo on your calendar.

Formilla offers a Calendly scheduling feature. Chatbots can be configured to display your Calendly calendar directly inside the widget for the visitor to choose from any available dates and times for a demo or phone consultation. Chatbots can first qualify the visitor, and then decide whether to offer them a demo if they're a valuable lead.

If you're using the 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 dashboard (Dashboard from the main menu), you're considered online and ready to accept chats. Ensure your 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 web interface, simply log in to the mobile app and Formilla.com will recognize you're online and mark you as available.

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 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.

Yes, we call these Smart Messages. Simply login to your Formilla account, mouse over Automation in the left menu, then choose Smart Messages from the sub-menu that appears. We normally create your first 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. This feature comes with any of our Premium plans and you get unlimited Smart Messages.

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 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 conversation and you do not respond in 60 seconds, the auto-response will trigger.

Yes. For free chat 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 settings area, where you can select the Advanced Options tab. Our free chat plan allows you to require visitors to enter an email address or a message before starting a chat. 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 box, such as First Name, Last Name, Email, Phone, or any other Custom field. Keep in mind at least one field must be required for the chat box.

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

To create a new in-app or email message, or to find your existing Smart Messages, just mouse over Automation and select Smart Messages from the left menu in your Formilla account. Here you can view the status of your existing messages and their performance, or simply create a new message by clicking the Create Smart Message button and choosing your desired type of message from the flydown menu. Note: to send email messages, you'll need to ensure your email address is verified with Formilla from the Settings --> Users page, and also setup your business email with Formilla. Once you create your first Email Smart Message, you'll notice a link at the top to configure your Custom Email Domain; simply follow the instructions on the next page to configure your DNS records properly.

The default setting for in-app messages is to display Once after 5 seconds. With this configuration, the message will not display again. In this case, you can test with a different browser, or modify the settings from the Advanced Options to display the widget more frequently. For instance, we recommend setting the message to display Always and to set the "Display if user has already interacted with it?" option to Yes when testing. This way, you'll continuously see the message. To find the settings mentioned, mouse over Automation and click Smart Messages from the left menu, then click the edit/pencil icon next to your in-app message to enter the settings area. Next, choose the 2nd tab called Message, and scroll down to the Edit Advanced Options accordion. Be sure to click the header of the accordion to expand it and find the settings.

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

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 settings area, where you can select the Advanced Options tab to find the "Request Chat Text" field. Be sure to Save Changes when complete.

Yes. Currently the real time visitor monitoring/tracking feature of Formilla comes with our Professional package tier or higher.

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.

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 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 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 conversation ends.

Yes, our free live chat package allows for unlimited live chats and no limitations on simultaneous chats either.

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

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 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 on our Professional package tier and higher, we do not store anonymous visitor information unless someone actually initiates/responds to an online chat request. 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 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.

When a conversation 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 dashboard. Completed chats will be marked for removal one hour after the conversation has ended, and they should disappear on the next dashboard page refresh. Completed chats cannot be removed manually at this time otherwise.

Formilla automatically creates contacts in your account as "Leads" whenever a 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.

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

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