Tawk.to Live Chat

Put a live chat window in front of every visitor and client, with your agents already knowing who they are talking to.

What it does

A client who has a question shouldn't have to leave the page they're on to open a ticket and wait for a reply. Tawk.to Live Chat puts your tawk.to chat widget on your client area and public-facing pages automatically, with nothing to paste into a template and no theme file to edit. Turn on Secure Mode and the widget arrives already knowing a logged-in client's name, email, account ID, company and phone number, so an agent has the full picture from the first message instead of asking for an account number.

Key features

• Live Chat Across Your Client-Facing Pages: The tawk.to widget loads automatically across your client area and public pages and is deliberately kept out of the staff portal, so your team's admin screens stay clean.
• Two-Field Setup: Paste your Property ID and Widget ID from your tawk.to dashboard and chat is live; clear them again and the widget stops loading, with nothing to uninstall.
• Verified Visitor Identity: Turn on Secure Mode and add your key, and every logged-in client is cryptographically signed before tawk.to accepts them, so an agent knows the person in the chat really owns that account.
• Agents See Who They Are Chatting With: Logged-in clients arrive with their name, email, account ID, company and phone number (in international format) already attached to the conversation, so nobody has to ask.
• Fully Translatable: Every staff-facing label ships in an editable language file, ready to translate or reword to match your brand.
• Per-Company Configuration: Configure it independently for each brand on a multi-company install, so every company runs with its own Property ID, Widget ID and Secure Mode settings.

Installing Tawk.to Live Chat

Before you start

• If you are on the leased (subscription) licence, the Blesta Club Subscription Manager must be installed and your subscription active. The owned and owned-source licences have no such requirement.

1. Upload the files

Upload the extension folder into your Blesta installation so it lands under your Blesta directory at:

plugins/tawk_to/

For example, on a typical install: /var/www/html/blesta/plugins/tawk_to/

2. Install it in Blesta

1. Log in to your Blesta admin area with a staff account that has the Plugins permission, including Install Plugin and Manage Plugin (found under the Settings group in Manage Staff Groups).
2. Go to Settings > Company > Plugins and click the Available tab.
3. Find Tawk.to Live Chat in the list and click Install.

3. Configure it

1. From the Installed tab, click Manage next to Tawk.to Live Chat.
2. Enter your Widget ID. If you only have one chat widget, leave it as default. If you have more than one, open Chat Widget settings in your tawk.to dashboard and take the code at the end of your direct chat link (https://tawk.to/chat/<property_id>/<widget_id>).
3. Enter your Property ID. You'll find it in your tawk.to dashboard under your property's Overview, below the property image.
4. Optionally, check Secure Mode? and paste a Secure Mode Key from your tawk.to account's Overview under JavaScript API to cryptographically sign each logged-in client before they reach the chat.

This plugin registers no cron tasks and needs nothing else set up before first use - once you save a Property ID and Widget ID, the chat widget starts loading automatically across your client area and public pages.

You're ready to go - see the usage guide for a walkthrough of day-to-day use.

Updating Tawk.to Live Chat

Upgrading works just like installing: upload the new files over the old ones, then run the upgrade from the same page you installed it on.

1. Back up your current extension files first - good practice before any upgrade.
2. Upload the new version over the existing folder, replacing the old files.
3. Log in to your Blesta admin area and go to Settings > Company > Plugins.
4. Find Tawk.to Live Chat and click Update to run the upgrade.

Version-specific notes

• v2.0.0: When Secure Mode is enabled, the widget now also shares the logged-in client's account ID, company and phone number with your agents (in addition to their name and email), so agents can see who they're talking to without asking. Company and phone are only sent when they're on file for the client. There is no new setting to configure, and nothing changes for visitors who aren't logged in. The Secure Mode Key field is also no longer redisplayed once saved - leave it blank when saving unless you want to change it.
• v1.1.0: The chat widget now only loads once a real Property ID and Widget ID are saved - if you never finished configuring the plugin before this update, nothing changes for your visitors. Secure Mode now requires a Secure Mode Key. If you had Secure Mode enabled without a key, it was never actually working, since tawk.to rejects a signature made with an empty key - enter your key on the Manage page, or turn Secure Mode off, the next time you save.

Using Tawk.to Live Chat

For your staff

Manage Tawk.to Live Chat

Go to Settings > Company > Plugins, find Tawk.to Live Chat in your installed plugins, and click Manage. This page is the only screen the plugin adds to your admin area - there are four fields:

• Widget ID - the alphanumeric token for the chat widget to use. If you only have one widget in your tawk.to account, leave it as default.
• Property ID - your tawk.to property's unique alphanumeric token. This and the Widget ID are the only fields required to turn the chat widget on.
• Secure Mode? - a checkbox. Turn it on to have each logged-in client cryptographically signed before they reach tawk.to, so nobody can open a chat pretending to be one of your customers.
• Secure Mode Key - the signing key from your tawk.to account, required only when Secure Mode is checked. This field always appears blank when you open the page, even after you've saved a value - that's expected, so leave it blank when saving unless you want to change it.

Click Save changes to apply your settings. Settings are per company, so on a multi-company install each company configures its own Property ID, Widget ID and Secure Mode options.

For your clients

The chat widget

Once a Property ID and Widget ID are saved, the tawk.to chat widget loads automatically in the corner of your client area and public-facing pages - there is nothing for clients to install or configure. Clicking the widget opens a chat window where clients can message your support team directly from the page they're already on.

If Secure Mode is on and a client is logged in when they open the chat, their name, email address and account ID are shared with your tawk.to dashboard automatically, along with their company and phone number (in international format) when those are on file, so your agents see who they're talking to right away. A client browsing without being logged in, or before Secure Mode is configured, can still start a chat - it just won't carry any account details.

Good to know

• The chat widget never appears in the staff/admin portal - it only loads on client-facing and public pages, so your team's admin screens stay clean.
• Turning on Secure Mode without setting a Secure Mode Key is rejected on save with a message telling you a key is required.
• Company and phone number are only added to a client's chat identity when they're actually on file - a client with no phone number on their account simply doesn't send one.