Description
Admin / Store Owner
› Monitor all chat conversations (c2a, v2a)
› Manage departments, agents & routing rules
› Configure support tiers with SLA targets
› Full platform analytics dashboard
› Manage Pusher WebSocket apps
› Approve vendor social contact links
› Set security: reCAPTCHA & rate limits
› Global FAQ categories and articles
› Manage departments, agents & routing rules
› Configure support tiers with SLA targets
› Full platform analytics dashboard
› Manage Pusher WebSocket apps
› Approve vendor social contact links
› Set security: reCAPTCHA & rate limits
› Global FAQ categories and articles
Vendor / Seller
› Chat with customers (c2v) in real time
› Open tickets to admin (v2a)
› Set business hours with timezone support
› Configure pre-chat form custom fields
› Manage response templates & quick replies
› Create FAQs, topics, and chat triggers
› Add social/direct contact links
› View per-chat ratings and feedback
› Open tickets to admin (v2a)
› Set business hours with timezone support
› Configure pre-chat form custom fields
› Manage response templates & quick replies
› Create FAQs, topics, and chat triggers
› Add social/direct contact links
› View per-chat ratings and feedback
Customer / Visitor
› Start live chat from any storefront page
› Guest chat with name/email pre-chat form
› Select topic before starting conversation
› Send files and reply to specific messages
› See typing indicators and read receipts
› Browse FAQ before opening a chat
› Rate the support experience after chat
› Access direct social contact links
› Guest chat with name/email pre-chat form
› Select topic before starting conversation
› Send files and reply to specific messages
› See typing indicators and read receipts
› Browse FAQ before opening a chat
› Rate the support experience after chat
› Access direct social contact links
Real-time Messaging Engine
SSE + Polling fallback + optional Pusher WebSocket — three delivery modes, zero compromise
Server-Sent Events (SSE)
Default delivery mode. The server pushes new messages to the browser without the client polling. Low overhead, fully persistent, instant delivery.
Polling Fallback
Enable if Cloudflare or a CDN blocks SSE. Configurable interval (default 5 s). Each poll fetches only new messages — efficient even at 2–3 s intervals.
Pusher WebSocket
Optional Pusher Channels integration for near-zero-latency delivery. Supports multiple Pusher apps with consistent hashing (one chat always maps to the same app).
Pusher Event Types
new-message · new-chat · message-read
typing-start · typing-stop · user-online
chat-closed · chat-assigned · offer-created
typing-start · typing-stop · user-online
chat-closed · chat-assigned · offer-created
Typing Indicator
Both agent and customer see a live "typing…" indicator stored in an in-memory table for minimal latency. Events broadcast via SSE or Pusher.
Read Receipts
Per-message per-user read timestamps. Agents see exactly when a customer read their reply. Customers see when agents opened their messages.
Three Chat Modes: c2v Customer → Vendor | c2a Customer → Admin | v2a Vendor → Admin. Each mode has dedicated support scopes for departments and agent availability filtering.
Admin
Departments, Routing & Agent Management
Enterprise-grade chat distribution. Every inbound chat is evaluated against routing rules and dispatched to the right agent or department automatically.
Departments
• Create named departments linked to CS-Cart usergroups
• Assign icon, color, and priority per department
• Multi-language department name and description
• Configure support scope: all, customer, vendor, c2v, c2a, v2a
• Link specific chat topics to specific departments
• Assign incoming chats to a department on creation
• Assign icon, color, and priority per department
• Multi-language department name and description
• Configure support scope: all, customer, vendor, c2v, c2a, v2a
• Link specific chat topics to specific departments
• Assign incoming chats to a department on creation
Smart Routing Rules
• Condition-based routing rules with priority ordering
• Assign to: specific user, department, or round-robin pool
• Round-robin — next available agent in rotation
• Department fallback — if no agent in dept, fallback to any available
• Rules are per company-id or global (company_id = 0)
• Enable/disable individual rules without deleting
• Assign to: specific user, department, or round-robin pool
• Round-robin — next available agent in rotation
• Department fallback — if no agent in dept, fallback to any available
• Rules are per company-id or global (company_id = 0)
• Enable/disable individual rules without deleting
Agent Status & Availability
• Status modes: Online, Busy, Away, Offline
• Custom status message per agent
• Max concurrent chats limit per agent (default 5)
• Support scope filter: which chat types each agent handles
• Last activity timestamp tracked per agent
• Routing engine skips unavailable agents automatically
• Custom status message per agent
• Max concurrent chats limit per agent (default 5)
• Support scope filter: which chat types each agent handles
• Last activity timestamp tracked per agent
• Routing engine skips unavailable agents automatically
Chat Folders & Priority
• Four folders: Open, Closed, Spam, Archive
• Four priority levels: Low, Normal, High, Urgent
• Per-chat tags (CSV) for custom labeling
• Assigned-to agent tracking
• Monitor flag for admin oversight of specific chats
• Bulk folder and status operations
• Four priority levels: Low, Normal, High, Urgent
• Per-chat tags (CSV) for custom labeling
• Assigned-to agent tracking
• Monitor flag for admin oversight of specific chats
• Bulk folder and status operations
SLA & Support Tiers
• Create support tiers: Bronze, Silver, Gold, Platinum (fully custom)
• Priority score (higher = seen first by agents)
• Response time target in minutes per tier
• SLA status per chat: OK, Warning, Critical, Breached
• SLA deadline field on each conversation
• Link tiers to vendor subscription plans
• Priority score (higher = seen first by agents)
• Response time target in minutes per tier
• SLA status per chat: OK, Warning, Critical, Breached
• SLA deadline field on each conversation
• Link tiers to vendor subscription plans
Multi-App Pusher Management
• Add multiple Pusher app credentials (ID, key, secret, cluster)
• Consistent hashing assigns each chat to a stable Pusher app
• Per-app usage counter and daily message count
• Last-used timestamp per app for monitoring
• Enable or disable apps without deleting credentials
• Consistent hashing assigns each chat to a stable Pusher app
• Per-app usage counter and daily message count
• Last-used timestamp per app for monitoring
• Enable or disable apps without deleting credentials
Analytics Dashboard
Comprehensive support metrics with date presets, cached reports, and agent performance breakdowns.
Dashboard Summary
• Total chats, open chats, closed chats
• Average first response time
• Average resolution time
• Customer satisfaction score (avg rating)
• Agent performance comparison
• Filterable by date range (7 presets + custom)
• Average first response time
• Average resolution time
• Customer satisfaction score (avg rating)
• Agent performance comparison
• Filterable by date range (7 presets + custom)
Date Range Presets
Today · Yesterday · Last 7 Days
Last 30 Days · This Month · Last Month
This Year · Custom Range
Results are cached in the database for performance. Cache is keyed by report type, date range, and filter hash.
Last 30 Days · This Month · Last Month
This Year · Custom Range
Results are cached in the database for performance. Cache is keyed by report type, date range, and filter hash.
Export
• Export chat transcripts (Exports/ plugin system)
• Per-chat and bulk export supported
• Attachment manifest included in exports
• Vendor-scoped or admin platform-wide export
• Per-chat and bulk export supported
• Attachment manifest included in exports
• Vendor-scoped or admin platform-wide export
Vendor
Vendor Chat Tools
Vendors get a full self-serve support workspace — templates, FAQ, business hours, triggers, and direct contact links, all per-vendor.
Response Templates
• Pre-defined message templates with title + content
• Full multi-language template descriptions
• Sort order and status (active/disabled) per template
• Agents insert templates instantly while chatting
• Per-vendor template library (company_id scoped)
• Full multi-language template descriptions
• Sort order and status (active/disabled) per template
• Agents insert templates instantly while chatting
• Per-vendor template library (company_id scoped)
FAQ Knowledge Base
• Categorized FAQ articles per vendor
• Full-text search on question + keywords column
• View counter and helpfulness (yes/no) tracking
• Displayed in chat widget before starting conversation
• Reduces support load by answering common questions self-serve
• Full-text search on question + keywords column
• View counter and helpfulness (yes/no) tracking
• Displayed in chat widget before starting conversation
• Reduces support load by answering common questions self-serve
Business Hours
• Per-vendor weekly schedule (each day configurable)
• Timezone support (e.g. UTC, America/New_York, Asia/Dubai)
• Chat widget shows offline message outside business hours
• One row per company — simple UNIQUE key setup
• Timezone support (e.g. UTC, America/New_York, Asia/Dubai)
• Chat widget shows offline message outside business hours
• One row per company — simple UNIQUE key setup
Chat Triggers
• Proactive chat messages triggered automatically
• Trigger types: page_time, page_visit, exit_intent, etc.
• Configurable delay (seconds before trigger fires)
• JSON condition rules (page, user type, etc.)
• Sort order and status per trigger
• Per-vendor trigger library with position ordering
• Trigger types: page_time, page_visit, exit_intent, etc.
• Configurable delay (seconds before trigger fires)
• JSON condition rules (page, user type, etc.)
• Sort order and status per trigger
• Per-vendor trigger library with position ordering
Quick Suggestions
• Pre-set clickable question buttons in the chat widget
• Customer clicks a question → starts a chat with that topic
• Custom icon class and color per suggestion
• Grouped by category
• Sort order and status per suggestion
• Customer clicks a question → starts a chat with that topic
• Custom icon class and color per suggestion
• Grouped by category
• Sort order and status per suggestion
Direct Contact (Social Links)
• Vendors add WhatsApp, Telegram, and custom contact types
• Admin approval required before appearing to customers
• Configurable label, URL pattern, and validation regex per type
• Show alongside or instead of the live chat button
• Custom icon (fa_icon), color, and placeholder text per type
• Admin approval required before appearing to customers
• Configurable label, URL pattern, and validation regex per type
• Show alongside or instead of the live chat button
• Custom icon (fa_icon), color, and placeholder text per type
Advanced Messaging Capabilities
Rich messages — replies, attachments, encryption, internal notes, and scheduled sends
Reply Threads
Quote and reply to a specific earlier message. reply_to_id stored per message. Both agent and customer can use threaded replies for clarity.
File Attachments
Upload files within a chat. Each attachment stores original filename, stored filename, MIME type, file size, and a secure random access_token for download URL protection.
Message Encryption
Per-message encryption flag (is_encrypted). The Encryption.php class handles encrypt/decrypt. Messages with sensitive content can be stored in encrypted form at rest.
Internal Notes
Agents can post internal notes (is_internal = 1) that are never visible to the customer. Used for inter-agent communication and case documentation.
Scheduled Messages
Schedule a message for future delivery. Status: pending → sent/cancelled. Cron processes and delivers at the scheduled_time Unix timestamp. Per-user pending queue viewable.
Email Notifications
EmailNotifications class sends alerts for new chat, new message, assignment change, and chat closed events. Uses CS-Cart mail system with customizable templates.
Guest Chat & Pre-Chat Configuration
Non-registered users can chat — with configurable data collection and CAPTCHA protection before the conversation starts.
Guest Chat Flow
• Guests fill a pre-chat form before messaging
• Fields: name (required), email, phone
• Guest session tracked via unique session_id (VARCHAR 64)
• Guest conversation linked to same session on page reload
• Custom additional fields configurable per vendor
• Guest custom fields stored as JSON on the chat row
• Fields: name (required), email, phone
• Guest session tracked via unique session_id (VARCHAR 64)
• Guest conversation linked to same session on page reload
• Custom additional fields configurable per vendor
• Guest custom fields stored as JSON on the chat row
Pre-Chat Custom Fields
• Admin and vendoros configure custom pre-chat fields
• Fields stored as JSON in prechat_config table
• Separate config per company (UNIQUE company_id)
• Field types: text, dropdown, checkbox
• Values collected before chat saved to chat row
• Fields stored as JSON in prechat_config table
• Separate config per company (UNIQUE company_id)
• Field types: text, dropdown, checkbox
• Values collected before chat saved to chat row
Topics (Multi-language)
• Pre-defined topics customers select before chatting
• Default topics: Support, Product Inquiry, Order Inquiry, Shipping, Quote Request, Bug Report
• Multi-language names (separate descriptions table)
• Custom icon and color per topic
• Sort order and status per topic
• Default topics: Support, Product Inquiry, Order Inquiry, Shipping, Quote Request, Bug Report
• Multi-language names (separate descriptions table)
• Custom icon and color per topic
• Sort order and status per topic
Security & Anti-Spam Layer
reCAPTCHA v3 · rate limiting · IP blocking · input sanitization · access control
reCAPTCHA v3
Google reCAPTCHA v3 for guest users. Configurable minimum score (default 0.5). Site key and secret key stored in settings. Blocks bots silently without user friction.
Rate Limiting
Separate rate limits for guests (default 15/min) and logged-in users (default 60/min). Tracked in database with blocked_until expiry. Configurable in admin settings.
User Blocking
Block abusive users at company level with optional reason text. Blocks can have an expiry timestamp (expires_at NULL = permanent). Blocking class handles check and unblock.
Input Validation & Sanitization
Dedicated security/input_validation.php and sanitization.php. All incoming message content, attachment filenames, and guest fields are validated and sanitized before storage.
Customer Satisfaction & Chat Ratings
Post-chat satisfaction ratings with free-text feedback — per agent tracking and analytics integration.
Post-Chat Rating
• Customer rates the support experience after chat closes
• Numeric rating stored (TINYINT — typically 1–5)
• Optional free-text feedback field
• One rating per chat (UNIQUE chat_id constraint)
• Agent ID linked for per-agent performance tracking
• Numeric rating stored (TINYINT — typically 1–5)
• Optional free-text feedback field
• One rating per chat (UNIQUE chat_id constraint)
• Agent ID linked for per-agent performance tracking
Agent Performance
• Ratings aggregated per agent in analytics reports
• First response time and resolution time tracked per chat
• Closed_at timestamp stored for resolution time calculation
• Performance metrics visible in admin analytics dashboard
• First response time and resolution time tracked per chat
• Closed_at timestamp stored for resolution time calculation
• Performance metrics visible in admin analytics dashboard
FAQ Helpfulness
• Customers vote each FAQ article as helpful or not
• helpful_yes and helpful_no counters per article
• View counter tracks how many times article was seen
• Helps vendors identify outdated or unclear FAQ entries
• helpful_yes and helpful_no counters per article
• View counter tracks how many times article was seen
• Helps vendors identify outdated or unclear FAQ entries
Database Schema — 28 Tables
All tables prefixed
zks_live_chat_. Install and uninstall SQL included for every table, with upgrade migration queries.Architecture
PHP Class Architecture — Namespace
Tygh\LiveChat19 dedicated service classes plus 7 JavaScript modules powering the admin panel and storefront widget.
Analytics
Dashboard stats, date presets, cached reports (898 lines)
Attachments
File upload, token-based secure download, MIME validation
Blocking
Block/unblock users per company with optional expiry
CustomerInfo
Resolve customer profile data shown in agent sidebar
Departments
Department CRUD, usergroup linking, multi-language (447 lines)
EmailNotifications
CS-Cart mail integration for chat events and alerts
Encryption
Per-message encrypt/decrypt for sensitive conversations
Export
Chat transcript export with Exports/ plugin interface
Folders
Open / Closed / Spam / Archive folder management
OnlineStatus
Agent presence detection and online indicators
Pusher
WebSocket integration, multi-app, batch events, consistent hashing (1358 lines)
Rating
Post-chat star rating and feedback management
ReadReceipts
Per-message per-user read timestamp tracking
Reports
Structured report builders (Reports/ subfolder)
Routing
Condition evaluation, round-robin, department fallback (1009 lines)
ScheduledMessages
Schedule, cancel, and deliver future messages
Topics
Multi-language topic CRUD with icon and color
TypingIndicator
Write/read typing state from in-memory MEMORY table
ZksLiveChat (main)
Core orchestration class — entry point for all functional modules
7 JavaScript Modules
live_chat.js — core widget
pusher_client.js — WebSocket
widget.js — storefront widget
manage.js — admin panel
details.js — chat detail view
features.js — feature toggles
func.js — shared utilities
Compatibility & Technical Specifications
Version
1.1.0
CS-Cart Editions
Multi-Vendor & Ultimate
Core Version
4.3.1+
Addon ID
zks_live_chat
DB Tables
28 tables
Developer
Zclues Software
SSE Real-time
Pusher WebSocket
Multi-Pusher Apps
3 Chat Modes
Departments & Routing
Round-Robin
SLA Support Tiers
Guest Chat
reCAPTCHA v3
Rate Limiting
Message Encryption
Internal Notes
FAQ Knowledge Base
Proactive Triggers
Scheduled Messages
Post-Chat Ratings
Analytics Dashboard
Business Hours
Direct Social Contacts
19 PHP Classes
Supplement Facts
Amount Per Serving
%Daily Value
| Compatible | Youpitheme | — |
* Daily Value not established.
Features
Compatible
- Unitheme
- Youpitheme
Comptabile versions
- 4.18.x ,
- 4.17.x ,
- 4.16.x ,
- 4.15.x
Cs-cart Core
- Store Builder
- Multi-vendor
Improvement For
- Admin
- Vendor
- Customer
Reviews
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