Live Chat Widget Setup

You can personalize the text shown in your live chat widget to match your brand voice. This includes the greeting tooltip, delay timing, and messages shown while users wait for a response.

This guide walks you through how to customize each part.

Overview

The live chat widget displays:

• A greeting tooltip near the chat button
• Waiting messages when users are queued for a human agent

All messages are editable and can be reset to default anytime.

💡 These settings are available in the Live Chat companion plugin.

Before You Start

Make sure:

• Live Chat plugin is installed
• Plugin is connected to your ZenCommunity site

⚠️ Settings will only appear after a successful connection.

Open Live Chat Settings

1. Go to ZC Live Chat in your WordPress dashboard
2. Open the Live Chat Connection page
3. Confirm the status shows Live chat is active

You’ll now see all message customization fields.

Customize Greeting Tooltip

The tooltip appears near the chat button to invite users.

Settings:

Tooltip Text

• Default: “Hi! How can we help you?
• Edit to match your tone

Delay (seconds)

• Controls when the tooltip appears
• Default: 3 seconds

Steps:

1. Enter your custom message
2. Set delay time
3. Click Update

💡 Use friendly, short greetings for best engagement.

Customize Waiting Messages

These messages appear when users are waiting for a human agent.

1. Waiting for Agent Message

Shown immediately when chat is assigned to a human.

Default:
“Welcome! Our support team has received your message and will respond shortly.”

2. All Agents Busy Message

Shown if the response takes longer.

Default:
“All agents are currently busy. You may create a support ticket if you prefer not to wait.”

Steps to Edit:

1. Click inside the message field
2. Enter your custom text
3. Click Update

⚠️ Each message has a 500-character limit.

Reset Messages to Default

Each message field includes a reset option.

Steps:

1. Click Reset to Default
2. Original text will be restored
3. Click Update to save

💡 The reset button is only active if changes were made.

Additional Options

On the same page, you may also see:

• Refresh Connection → Re-syncs with ZenCommunity
• Disconnect → Removes connection

⚠️ These are for connection management, not message editing.

Best Practices

• Keep messages clear and friendly
• Match tone with your brand voice
• Avoid overly long messages
• Adjust delay timing for better UX
• Regularly review and improve messaging

Important Notes

• Changes are not saved until you click Update
• Tooltip delay affects user engagement
• Waiting messages only appear for human-routed chats

Related Documentation

• Enable Live Chat
• Live Chat Categories and Routing
• Live Chat OTP & Feedback (CSAT)
• Chatting