I created an agent and added the code, but ClickDesk isn't appearing on my site.
Login to the agent dashboard by clicking the green 'Login as Agent' button after signing into your account. Then reload/refresh your website. In most cases this takes care of the issue, but if the chat widget still isn't appearing on your site, double-check the code to make sure nothing is missing.
How do I change the language in the widget?
To change the language, go to the Forms & Localization page and select your preferred language from the drop-down menu on the top right. We support a ton of languages, including French, Estonian, Urdu and Russian!
Is the chat window customizable?
Of course! To keep ClickDesk affordable for everyone, customization options depend on your pricing plan:
Pick a theme and change colors, text and positioning
Upload your own logo and an eye-catching image
Change the default language
Does your app work on iOS/Android?
Yes, it does. We've made it easy for agents to answer chats from mobile devices. Here's how to configure an agent's IM network settings:
Open the 'Agents' menu from the top of your admin dashboard
Choose an agent
Click the 'IM Network' tab
Select GTalk from the drop-down menu
Enter your GTalk email address and save your changes
ClickDesk is free for one agent, with some limitations. There are three premium pricing plans:
Lite ($14.99 per month) - Lite plans offer fundamental tools for small businesses to increase conversions and retention
Pro ($24.99 per month) - Perfect for small and medium sized businesses, Pro plans include conferencing and advanced reporting
Enterprise ($39.99 per month) - Everything you need to keep customers happy and scale your business
All of our paid plans include unlimited chats and 2-way voice and video. We offer significant discounts if you sign up for at least a year, as well as discounted group rates. Check out our agent pricing, team pricing (new!), and pricing comparison for more info.
Which payment methods do you support?
We accept all major credit cards - Visa, MasterCard and American Express. We also support PayPal for yearly plans.
Can I pay once for a lifetime license?
We only offer ClickDesk as a subscription-based service. We don’t offer one-time "forever" payments, but you can pay monthly, yearly or biennially (two years at a time).
Can I use ClickDesk on multiple websites?
Yes! Our paid plans support unlimited domain installation. With our free plan, you're limited to one domain.
Can I host this myself?
ClickDesk will remain cloud-hosted on Google and Amazon for reliability reasons. At the moment, we don’t offer a self-hosted product.
Can I try it for a month before I decide to upgrade?
Absolutely. In fact, you can try out our "forever free" live chat plan for as long you'd like. If you want to try out our paid plan features, that’s where our 30-day money back guarantee comes in handy.
How do I install a plugin?
Check out our plugins page for detailed installation instructions, screenshots and use cases. Plugins are free to
use and are available for all ClickDesk customers. Integration add-ons
are available only for paid users. Please write to firstname.lastname@example.org if
you need our experts to install a plugin for you.
Do you have a reseller/affiliate/referral program?
We don’t currently offer such programs, but are working to create one. As soon as the terms have been finalised, we’ll notify all of our customers so they can take advantage of it.
Do I need to install anything on my PC or server?
ClickDesk is completely cloud hosted, keeping you automatically updated and safe from bugs. We will never ask you to install software on your PC or server. Just sign up, customize the app and paste the code on your website. It's that simple.
Do you offer a video with setup instructions?
Yes. Our popular setup guide video is part of our commitment to making the onboarding process as simple as possible. Most new ClickDesk customers are receiving live chats on their site less than five minutes after signing up!
How will live chat look like on my website?
How does it
look here on ClickDesk's site? Pretty cool, right? It looks the same or even
better with full customization features. To demo how it will look on your website, enter your URL in the box at the bottom of our homepage.
Can you help me install live chat on my site?
Of course. Our support professionals are happy to help you set up ClickDesk on your website. However, the process is so straightforward that most customers don't need our assistance.
How long does it take to approve my account?
Approval is instant. Accounts and upgrades are activated instantly. Just sign up and verify your email. Welcome to the ClickDesk family!
Can I upgrade/downgrade in the future?
We understand that business needs change. Our
plans are scalable and customizable, and you can upgrade or downgrade at any time.
How long does the setup process take? Do I need any technical or coding
The average setup time is only 3 minutes! Not convinced? Sign up for a free plan today and you'll see how easy it is.
What is SSL?
SSL (Secure Sockets
Layer) provides communication security over the Internet. All of our plans are SSL-enabled, so you don't have to worry about security or live chat privacy.
What is White Label?
White Label allows you to remove ClickDesk branding completely
from the live chat window. It also lets you to upload your own
logo in the footer section of the live chat widget. Read this blog post for more info.
Which IMs do you support?
We only support Google Talk at the moment, but this is actually a very extensible option since you can link GTalk with a ton of third-party IM apps (Trillian, Jabber, Pidgin, Empathy, etc.) and web apps (IM+, imo.im, etc.).
Do you have an iOS/Android app?
Not at the moment, but both mobile apps are currently under development. For now, you may integrate ClickDesk with Google Talk, and GTalk can be linked with tons of IM apps (see above).
For iOS we recommend vTok,
and for Android users, IM+.
Which plugins are available?
Too many to list here! We're continuously developing plugins and integrations to make ClickDesk
available for wide platforms and users. Check out our plugins page for an up-to-date list.
Can I use ClickDesk on my Mac?
Ubuntu, Chrome OS, Android, iOS, Palm, Symbian, Meego, Mango or
whatever, all you need is a way you can log into our webchat panel or Gtalk to receive chats. No more system requirements
What are shortcuts?
Shortcuts make live chat more efficient by letting you type a short command to trigger a pre-defined message. For example, it you save "/hello" with "Welcome to ClickDesk", then typing "/hello" in a live chat will display "Welcome to Clickdesk". Canned responses save operators time and energy, especially when handling simultaneous chat sessions or offering detailed technical instructions.
Can I transfer my account or my email user ID?
No. It is not
possible to transfer your account between users or change your user email ID.
How do I change my credit card details or billing cycle?
contact our support team. We'll be happy to assist you with the
Are my personal details safe?
details including your credit card information (if present) is
safe. We use Google and Amazon servers and you can be assured that
the data present with ClickDesk is safe. We never share your
information with third-party apps or services.
Does your app work with Skype?
We stopped supporting Skype as of June 30, 2014, due to
Skype's API retirement.
The integration still works, but when issues arise
(bots going offline, bots unresponsive, messages not sent/received, etc.)
we unfortunately can no longer fix them directly. Please use GTalk instead!
Where can I submit my ideas and suggestions?
Please use the feedback form at the top right of you dashboard. The forms lets other customers vote on your suggestions so we can improve the product most directly and efficiently.
Can I use a single agent on multiple PCs?
You can’t use a single agent license concurrently
on multiple sources. The moment you login on a different browser
or PC using the same credentials on the Agent Dashboard, your
previous session will automatically be kicked out. If you want
multiple people to handle your chats, please purchase more agents.
Do you provide the agents?
No, we only offer the live chat solution. You provide the manpower.
How do I set up the White Label feature?
Login to your Admin Dashboard
Click 'Themes' at the top
Choose 'White Label'
Change to your preferred name, URL and image
You can also choose to hide these details
is proactive chat? How do I set it up?
The proactive chat features lets you welcome your
visitors with a custom message and invite them to chat. Please
follow these instructions to set up the feature.
How do I delete operators?
In order to
delete an operator, you first need to make sure that the operator
isn't currently assigned to any of your departments. Please edit your
departments and un-assign the operator you wish to delete.
Save these changes and go to 'Add Operators' page. You'll now now be able to delete the un-assigned operator.
How do I set up the social toolbar?
Login to your Admin Dashboard
Click 'Live Chat' at the top
Click the 'Social' tab
Add your Twitter account
Enter your Facebook page URL
Save your changes
How do I add a custom live chat button to my website?
Login to your Admin Dashboard
Click 'Dept & Code' at the top
Click the 'Custom Images' link
Use the corresponding HTML codes listed (and the CSS styling if you need the chat widget hidden)
What are chat bots? Why should I accept/add them?
the operator, we send automated contact requests (bots) to your
IM. This is to make sure that you actually are the owner of the IM
id. The bots also find your presence (online/offline) and IM
status (available, busy or away) and change the live chat mode on
your website accordingly.
How do I manage simultaneous chat sessions?
Paid users can receive up to 5 simultaneous chats from their website. You can
select this when adding an operator. You can also edit an
operator to change this value.
Where do I paste the live chat code?
the closing body tag of your web pages code.
Why does live chat on my website appear offline?
Ensure you are logged in to either your Agent Dashboard or GTalk
Also, try reloading your website to refresh your live chat status
Live chat appears online even though I'm offline.
Our system detects your status from 2 sources: the Agent Dashboard and GTalk. If you’re online on either of these, you will be tagged as online.
To get offline from the Agent Dashboard, just close the page
To get offline from GTalk, just send “/offline” to the first bot,
livechat1, and you’ll receive a system reply acknowledging your offline status
How do I stop receiving so many emails?
control the frequency of emails. By default you'll be set to receive live chat transcripts
immediately and reports daily. You can change these settings from
your dashboard: go to Preferences -> Email Notifications
Can I add ClickDesk to my flash website?
ClickDesk works on all websites, even those that are built
completely on flash or flex.
ClickDesk live chat appears beneath my flash object. How do I fix this?
overlapping of the chat window with your flash object, you need to
add wmode="transparent" in your embed tags.
How can I reach you for support? When are you available?
You can contact our sales and support team 24/5 via chat, email or phone.
I did not receive a verification email.
this occur. Check your SPAM folder, and if this doesn't work try clicking on
the forgot password link. You can sign up with your Google or
Yahoo email directly. If you still face problems getting your email
verified, please write to email@example.com and we can
manually verify your email.
I installed your plugin. Where do I copy the code to?
plugins, you need not copy/paste any code. Once the plugin is
installed and the setup instructions are followed as in our
plugins page, ClickDesk should appear automatically on all your
pages. If you see 'Copy your code' instead of the 'Install Plugin'
link, please clear your browser cookies and cache and try again.
While installing the plugin on another site, it redirects to my old
because of the stored cookies and cache in your browser. Please
clear your browser cookies and cache. You should now be able to
successfully install on multiple websites.
What is the difference between free and paid plans?
We offer both free and paid plans. In free plans you are limited to
receive no more than 30 chats per month and you can't customize the text, colors or language of live chat on your site. Paid
plans come with advanced customization, unlimited chats, and useful features such as video chat, chat transfer and advanced reporting.
Compare our plans
How can I disable the voice/video feature?
Open the 'Agents' menu at the top of your dashboard
Choose your agent
Click the 'Voice/Video' tab and disable voice, video or both
I have a requirement of more than 10 operators. Can you provide?
Yes, we can customize a team pricing plan for you. Please contact us and let us know your specific needs.
I have suggestions/feedback/bug reports to improve ClickDesk. Whom do
I have created another Clickdesk account but am not able to add the same
operator. How can I fix this?
use the same operator in multiple accounts, but an operator can
be added to more than one department in the same account. If you
see 'the operator cannot be added. ID already exists', please
delete the operator from the other account and try again. Contact us
if you need further assistance.
How do I view customer info?
new chat is initiated by a visitor on your site, details such
as location, browser, OS, referrer and current viewing page are
obtained on the IM of the operator. All these details along with
the Name and Email (if filled) can be viewed later in the reports
section from your dashboard.
How do I cancel my PayPal subscription?
Login to PayPal and you should be able to view all your
subscriptions. There are no contracts involved with our plans and
you are free to cancel or unsubscribe anytime..
Can I switch over to a different payment method (PayPal to credit card or vice-versa)?
over to a different payment method (credit card to Paypal or
vice-versa) is not allowed. Please be careful while choosing your
preferred payment method and stick to it. Cancellation and
re-subscription with a different payment method will make you lose
your current account settings (operators and departments) and you
will be required to set it up all over again.
Do you offer monthly subscriptions via PayPal?
At this time, monthly
subscriptions can only be purchased using credit cards. PayPal can be used for annual subscriptions only.
My questions are not answered here. Whom do I contact?
free to write to firstname.lastname@example.org. We'll get back to you
within 24 hours (normally in less than 4 hours). You can even
initiate a live chat with our support executives to get your
queries answered immediately.
Can I install this on a local server, a plain HTML page, or a custom-built CMS?
ClickDesk should work with any platform -
for as long as you can freely insert HTML/JS codes to your
source code without any restrictions. If you can
paste the code, it should work.
Does this support text message notifications for my phone?
No, we don’t have an SMS feature. The chat feature
can be used on your phone by using Google Talk and will only work
if you have an active wifi/data connection.
Do I have to keep the Agent Dashboard open all the time?
I want something that I can launch once and just receive chats.
Yes, you have to - just like you have to keep GTalk
and other IM clients open if you want to receive chats. If you'd like to use the Agent Dashboard as an app that
you can easily launch from your desktop, follow this
How can I hide the image from the minimized chat widget?
The image comes with chosen theme (if you picked either Ultra or Modern).
To hide it, just change your theme to something else.
Can I initiate chats before visitors do?
Yes, with our paid plans you can initiate a "forced" chat
directly from the live map. Just keep in mind that you can’t initiate chats
to visitors who are on mobile/tablet.
How do I disable automatic popups?
Go to the 'Live Chat' menu at the top of your dashboard, click on the 'Proactive Triggers' tab and delete the automatic popups. Clear your browser’s cache and cookies, refresh your site, and you'll no longer see the popups.
Help Desk Setup
How do I choose a domain name for my help desk panel?
Login to your
dashboard and go to the 'Settings' page in the 'Helpdesk' menu. You
can enter your company name, URL and a logo here. Click on
'create/update' to save the settings.
Can I change my domain name or logo?
change your domain name (URL) or logo in our free plan, but all of our
paid plans allow for customization.
What is a department's 'email id'?
Each department you create gets an unique email address. You can
setup a forwarding rule to receive all the emails directly to your
helpdesk. e.g: You can forward emails sent to email@example.com to
your support department email id, so that they are automatically turned into new helpdesk tickets. You agents can login and reply to these
tickets directly from the helpdesk.
Tickets are not being generated.
sure that you have setup the forwarding at your email provider
correctly. Contact our support team if you still face an issue
Can customers view the helpdesk panel?
No. They can
only reply to a ticket via their email.
Help Desk Panel
How do I transfer a ticket?
transfer a ticket to another operator or department if you have
more than one operator accessing the helpdesk. Each ticket has a
'transfer' link which gives you an option to choose the agents to
whom you can transfer the ticket.
What are 'new' tickets?
New tickets are
tickets that have been received but haven't been
assigned to an operator yet, even if the ticket has been viewed. If you reply to the ticket or assign it
to someone, the status is changed to 'open'.
What are 'open' tickets?
Open tickets have been replied to and/or assigned to an agent/operator. These tickets have not yet been resolved.
What are 'favorite' tickets?
Tickets marked with a star for future reference. They can be 'open' or 'closed'.
What are 'closed' tickets?
Tickets that have been successfully solved and cannot be further replied to by the
customer or the agent.
Can I create a new ticket, or can only customers create tickets?
Yes, you can
create a new ticket on behalf of a customer. This is a good way to show customers that you're serious about helping them resolve an issue. When you create a new ticket, an automated email
is sent to the customer explaining that a new ticket has been created on
their behalf. You can control the 'from name', 'email', 'assignee' (agent/operator responsible for handling the ticket),
ticket status and even the automated text.
Can tickets be deleted?
Yes. Currently any
ticket can be deleted by any agent. We are working on access controls and hope to make the feature available very soon.