Help

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Getting Started

Do I need to install any software?

If you'd like to use the website live chat feature then you'll need to install a chat app on your desktop, laptop and/or mobile device. Click here for more information.

Do I need to change my web site?

Yes. In order to add UserPulse to your web site, you'll need to either install a plugin (available for WordPress, Shopify, Magento etc) or add a small line of HTML code that we will provide (it's a bit like adding the Google Analytics code).

Do I need to add the code to every page on my web site?

Yes. We recommend adding the UserPulse code to all your pages, within your site, and outside of it (e.g. blogs).

Not only will it be easier for people to contact you from different pages, but the tracking information that you receive with each message will include coverage of all pages where the code is installed.

How do I know if there is a plugin or app for my site?

We currently have plugins/apps for Shopify, Magento, WordPress, and Blogger. If your site uses a different platform then simply add our code.

Will I need to reinstall the code/plugin each time I change the settings?

No. You only need to install the code / plugin once. Future changes that you make to the forms or toolbar will be applied to your site automatically.

Can I add the UserPulse code to more than one site?

Yes. You can add the code to as many sites as you wish. This also includes any blogs you may have. The toolbar / chat button and/or forms will be identical in all of your sites.

I noticed that the UserPulse code changes the URL in some browsers. Does this affect my SEO?

No. The URL change is to the hash value only, and occurs in javascript after the page is loaded. Search engines do not process javascript.

Plans

Is it really free?

Yes. The free plan is completely free. No credit card details. No commitment.

Will I be charged if I go over my free quota?

No. We will never charge you unless you explicitely authorize an upgrade payment.

What happens if I go over my quota of free chats?

You won't be charged. We'll simply stop displaying the live chat button on your site (as if you'd gone off-line), so your customers will not be able to initiate a chat with you until the next day begins. We'll also send a message to your chat app to remind you that you've reached your daily chat limit.

How many forms messages can I receive if I've upgraded live chat?

If you've purchased live chat, then you will have unlimited use of forms.

What happens if I go over my quota of free form messages?

You won't be charged. We'll simply stop displaying the contact us button on your site, so your customers will not be able to complete a form until the next day begins. We'll also send you a message to remind you that you've gone over the limit.

How do I upgrade?

Simply login to UserPulse, select Plan, and select which feature you'd like to upgrade along with the quantity (operators, bundles).

How do I add UserPulse to my site?

Get the latest code snippet to add to your website

Simply login to UserPulse, click Settings, Add to Website.

Copy the code and paste it into the <HEAD> section of all your website pages.

When you visit your site your should see the 'Contact Us' button on your site. If you don't, just contact us and we'll assist.

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Live Chat

How do I install a Live Chat app?

Before you can receive chats from your website visitors, you must first install a chat app on your computer and/or mobile phone.

Install Live Chat App

For Windows, install Pidgin
For Mac, install Adium
For iPhone, install imo
For iPad, install imo
For Android, install imo
To use Google Talk
To use our Web App for Chats

Note: You can setup multiple devices for a single agent, but you should only be logged in and available in one app at any one time - UserPulse will only send chats to one device.

Configure Chat App

Instructions for setting up Pidgin
Instructions for setting up imo
Instructions for setting up Adium

At the start of each chat you'll see a link that you more information about this user.

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When is the Live Chat online button displayed?

When one or more of your agents is online and available using a chat app.

Can I be logged into more than one chat app at a time?

No. Each agent should only log into one chat app at a time.

The 0@user-pulse.appspotchat.com user is showing as Offline. Is this OK?

Yes. This is fine.

Can I remove the automatic 'Can I help you?' message?

Yes. Log in to UserPulse.com, under Settings, Chat, you'll see a list of Canned Responses. One of these is selected as 'Automatically show message at the start of every Live Chat'. You can select a different message instead. We insist on having a message because this provides an immediate response and gets people engaged, rather than waiting.

Can I remove the pre-chat form?

Yes. You can go to the form by logging into UserPulse.com, selecting Settings, Chat, and deselecting 'Show Pre-Chat Form'. This will increase the number of people who start a chat, and you can still capture their contact details using shortcuts.

Google Talk

Setting up Google Talk

You can choose to receive chats through your Google / Gmail account.

Make sure you have Google Talk installed on your device.

Login to UserPulse, click Settings, Agents, and enter your Gmail email for your agent.

Then login to your Google Talk app using your Google credentials and you'll start receiving chats from your website.

Initially you'll receive an invitation from user 0@user-pulse.appsportchat.com which you must accept. Please note that this user will always appear Not Authorized.

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Each time a new visitor starts a chat on your site, you'll receive a notification and an invitation to chat with them. You must accept the invitation in order to respond to the that user.

Note that if you choose to receive chats through Google Talk, you will not receive them through a non-Google Talk account.

Chat Web App

Receive Chats in the Browser

If you don't have a chat app installed, you can always receive chats through the web browser.

Login to UserPulse any time, and ensure that the 'Live Chat' checkbox is selected.

You'll need to keep your browser open to receive live chat requests.

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Web App Desktop Notifications

You can choose to receive desktop notifications when a user starts a chat. This is currently only supported by the Google Chrome browser. If you are using this browser, you will be prompted to enable desktop notifications for the UserPulse website, and you should accept to enable this feature.

Chat App Shortcuts

How can I store customer contact details provided during a chat?

If you're using a chat app (such as Pidgin, Adium, IMO or Google Talk), you can use shortcuts to store customer details. Shortcuts are short commands that start with a - and can be entered by the chat agent during a chat.

To see a list of the shortcuts available enter -? during a chat in your chat app.

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To store a user's email enter -email followed by a space and the email address.

To store a user's name enter -name followed by a space and the name.

To store a user's phone number enter -phone followed by a space and the phone number.

These details will be added to the visitor's profile which you can see each time a chat is started.

Canned Messages

How do I create canned messages?

Canned messages are messages that you setup in advance, with a shortcut, so that you don't need to type them each time for each visitor.

You can set up your canned messages by logging into UserPulse and under Settings selecting Chat. Scroll down to see the Canned Messages section.

Each canned message contains some text which can include some special fields that be automatically populated for you such as customer name.

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Each canned message can also have a shortcut which is what you enter into your chat app in order for that message to be sent. Simply enter a - followed by your shortcut.

So if you've got a shortcut 'q' for the message 'Let me know if you have any further questions', you can just enter -q in your chat app, and the full message will be sent to your visitor.

One of your canned messages can also be sent to the visitor automatically at the start of a chat session. UserPulse comes with one of these setup for you, but you can change it.

Shopping Cart Recovery

What is Shopping Cart Recovery?

UserPulse can monitor your website visitors to see who is adding items to a shopping cart, starting checkout, but failing to complete the purchase.

Emails can be sent to these visitors prompting them to complete the purchase.

We've already seen this boost sales by around 13% on some sites.

How do I setup Shopping Cart Recovery?

Shopping cart recovery is currently only available for Shopify stores.

If you're using a different ecommerce platform then don't worry - simply contact us now and we'll set it up for your free of charge.

If you are using Shopify, then simply login to your Shopify admin, select 'Apps', and select the UserPulse app.



You'll see the Shopping Cart Rescue tab (under Settings).

Here can switch on shopping cart rescue emails, set the wait time before an email is sent, and customize the text of the email. Don't forget to click 'Save' when you're done!

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Email Campaign Integration

Maximise your Shopping Cart Rescue email reach by integrating with your email campaign tool.

Can I be notified when a visitor abandons their cart without purchasing?

Yes. UserPulse can send you a copy of the email.

Simply login to UserPulse and go to the Shopping Cart Rescue tab (under Settings).



Choose Always or Never to receive a copy of abandoned cart emails sent to your customers. Then click 'Save'.

Email Campaign Integration

Why integrate UserPulse with your email campaign tool?

If you send out email campaigns to a list of customers, then you can use the email addresses you've collected to send out Shopping Cart Recovery Emails.

So when someone who received one of your email campaigns visits your site and adds an item to their shopping cart, but doesn't reach checkout, we could send out a shopping cart rescue email.

How do I integrate UserPulse with MailChimp?

In your Shopify admin, select 'Apps', select the UserPulse app.



In the UserPulse screen select 'Go To UserPulse Settings'. Then select 'Settings', 'Shopping Cart Rescue'.

Copy the code from the 'Integrate with MailChimp' section.



In MailChamp, Edit your Campaign. Select Design, and Edit (any section in the email).



Click on <> to edit the HTML source code



Paste your UserPulse tracking pixel code.



That's it! Now you can continue to design and then send your email campaign as usual.

Don't forget to do the same for every email campaign that you send out.

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How do I integrate UserPulse with my email campaign tool?

If you're using MailChimp then simply follow the instructions below, and you're done.

If you're using a different email campaign tool then don't worry, simply contact us with the name of the tool and we'll send you the code to add to your campaigns.

Website Visitor Profiles

Where can I see more information about each website visitor?

UserPulse stores a host of information about each website visitor in order to determine how to personalize their experience.

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You can view the profile of each user by clicking the link provided at the start of each chat.

This includes browsing history, a list of interests, and any contact details that have been provided.

Pre-Chat Form

Can I remove the form that asks users for their name and email before starting to chat?

Yes. Log in to UserPulse.com, select Chat, scroll down to Other Chat Settings, and select Skip Pre-Chat Form. Next time a user starts a chat they'll go straight into the chat without seeing the form.

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You can still capture a visitor's contact details by using shortcuts.

Live Invitations

How do I setup live chat popup invitations?

Log in to UserPulse.com, select Chat, and you'll see the Live Invitation section. Here you can change the message and it's behaviour.

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Configuring Pidgin

Pidgin is a widely used chat app for Windows. You can use Pidgin to receive your UserPulse chats.

1. Once installed, start Pidgin



2. Click 'Account', 'Manage Accounts'



3. Click 'Add'



4. Select Protocol: XMPP
5. For Username AND Password enter your UserPulse Agent Key (login to UserPulse.com, select Settings, select Agents tab and see the Agent Key for the agent that will use this chat app)
6. Enter userpulse.com for Domain
7. Check 'Remember Password', and click 'Add'



8. Click 'Accept' to accept the UserPulse certificate. 9. You should see your new account in the accounts screen.



10. Click 'Close', and you should see an empty buddy list.



11. Authorize the chat invitation from 0@user-pulse.appspotchat.com in the Buddy List screen. Please note that this user will always appear Not Authorized.
12. Click 'Tools', 'Plugins'



13. Select 'Windows Pidgin Options' and click 'Configure Plugin' 14. Check 'Start Pidgin at Windows Startup', and click 'Close'.
Once that's done, you'll start receiving chats from your website visitors.

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Configuring imo

imo is a widely used chat app for a number of platforms including mobile devices. You can use imo to receive your UserPulse chats.

1. Once installed, start imo



2. Select Accounts and Jabber



3. For Username enter your UserPulse Agent Key@userpulse.com (login to UserPulse.com, select Settings, select Agents tab and see the Agent Key for the agent that will use this chat app)
4. For Password enter your UserPulse Agent Key only
5. Check 'Save this Password', and click 'Sign In'



6. You should see your new account in the accounts screen.

7. To set your presence (available, or away) click 'Profile'.



8. Accept the chat invitation from 0@user-pulse.appspotchat.com. Please note that this user will always appear Not Authorized.

Once that's done, you'll start receiving chats from your website visitors.

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Configuring Adium

Adium is a popular chat app for MacOS. You can use Adium to receive your UserPulse chats.

1. Once installed, start Adium

2. Select Preferences from the Adium menu

3. Select the Accounts tab.

4. Click on '+' to add an XMPP account.



5. For XMPP ID enter your UserPulse Agent Key@userpulse.com (login to UserPulse.com, select Settings, select Agents tab and see the Agent Key for the agent that will use this chat app)



6. For Password enter your UserPulse Agent Key only

7. Click OK (NOT Register New Account)

8. To set your presence (available, or away) click the Status menu.

9. Accept the chat invitation from 0@user-pulse.appspotchat.com. Please note that this user will always appear Not Authorized.

10. Select Privacy Settings from the menu, and for the XMPP UserPulse account select "Allow All Contacts".

Once that's done, you'll start receiving chats from your website visitors.

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Agents

How many agents can I add?

The number of agents is restricted by the plan you select.

Do I have to reply to customers from the Messages tab?

No. To reply to your customers you can either login and reply from the Messages tab or use the 'Reply' link in the notification email you receive.

You should not reply directly to the notification email you receive as this will not reach your customers.

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How do I reply to customers?

You can either click on the link in the email you receive with the message from your web site visitor, or login, and reply from there.

Toolbar

What buttons are available for the toolbar?

You can add 'Live Chat', 'Contact Us', 'Call Me', and 'Feedback' buttons.

Can the toolbar location be changed?

Yes. You can place the toolbar at the top right, top left, bottom right or bottom left of your website pages. To change the location, simply login to your UserPulse account, select Settings, Toolbar, and change the location setting.

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Can the toolbar colours be changed?

Yes. You can either choose one of the skins provided, or choose the flexible skin and set your own colours, or, for those with CSS skills, you can even customise the CSS by hand.

Simply login, select 'Settings', 'Design your Toolbar'.

Contact Form

What happens when someone completes the contact form?

We'll send them a confirmation email, and we'll send you an email with the details of the form they filled in. We'll also provide both of you with a link to reply or view all your messages.

Can I customise the forms?

Yes. There is a form designer that allows you to design complex forms for capturing information from your web site visitors.

You can also change the background and foreground colours.

How do I add more fields to a form?

Log in to UserPulse.com and select 'Setup'. Then select 'Layout' and add or remove questions or text. The changes will automatically be applied to your form.

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How many questions can I add in the form designer?

There is no limit.

Is there a restriction on the number of completed forms?

No.

Can I add a Captcha image to my form?

No. You don't need one. Our contact form uses SPAM free technology. This protects the form from automated form submission programs or SPAM.

What does [High] mean in the email subject?

The tool analyses the intent of users while they are on your site, and if it determines that a user has a high propensity to purchase, then it will mark the message with a [High].

When you see one of these messages, we recommend that you respond immediately as this is a good lead.

Feedback

How do I collect feedback from my website visitors?

Feedback can be tremendously useful. It can help you enhance your website, product or service, and it is also a useful method for generating leads. The conversion rate of visitors who complete feedback forms is extremely high (35%).

To add feedback to your website, simply login, select 'Setup' and 'Design your Toolbar'. You can then check Feedback.

Can I customize my feedback form?

Yes. Use the form designer by logging in, selecting 'Setup', 'Design your Forms' and 'Feedback'.

You can also change the background and foreground colours.

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Can I collect feedback from users who complete a contact form?

Yes. Use the form designer to add feedback questions to your contact form.

You can include include feedback questions anywhere on the form, but we found that the most effective method is to include a second page in your contact form specifically for that purpose.

When the first page is completed by a visitor to your website, you will automatically receive a notification. If the visitor completes the second page too, then you'll be able to see the data by viewing the message in your UserPulse.com account.

Call Me

Is there a call-me button?

Yes. You can add a call-me button and form to your toolbar by logging in to your account, selecting settings, 'Design your Toolbar' and checking the Call Me option.

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What happens when the call-me button is clicked and the form is completed?

You'll receive an email containing all of the details captured in the Call Me form. You should then call the user back as per their request.

Shopify App

How do I install the UserPulse Shopify App?


1. Go to the Shopify App Store and click Install.

2. Login to your Shopify shop (if prompted)

3. Authorize the UserPulse App for your Shopify shop by clicking 'Install'.



4. You'll see a confirmation that the app was installed.

5. A 'Contact Us' button should appear at the bottom right of your shop website.

6. Install a chat app on your laptop/desktop/mobile device. Once that's done, you'll be available for chats and the 'Live Chat' button will appear on your site.


I don't see a 'Live Chat' or 'Contact Us' button on my website


Shopify's automatic app installation does not always work on custom themes - so the UserPulse code may not have been added to your shop. If you don't see a 'Contact Us' or 'Live Chat' button at the bottom right of the screen, then the code was NOT added.

You'll need to manually add the UserPulse code to your Shopify Shop:

1. Login to Shopify admin

In your Shopify admin, select 'Apps', select the UserPulse app.



In the UserPulse screen select 'Go To UserPulse Settings'. Then select 'Settings', 'Add to Website'. Copy the code (so that you can paste it later)

2. Select 'Themes', 'Template Editor'



3. Select 'theme.liquid'



Paste the UserPulse code into the Shopify liquid template immediately before the </head> tag



5. Click save.

6. You should now see the 'Contact Us' (or 'Live Chat') button at the bottom right of your shop.

7. Install a chat app on your laptop/desktop/mobile device. Once that's done, you'll be available for chats and the 'Live Chat' button will appear on your site.


I see a 'Contact Us' button on my website, but not 'Live Chat'


You've got UserPulse correctly installed on your Shopify online store, but the chat app on your desktop, laptop or mobile device is either not installed, or not configured correctly.

Please refer to Live Chat for instructions on how to download, install and configure your chat app.

Once your chat app is installed correctly you will see the 'Live Chat' button appear on your site.


Shopify Shop Details Out of Sync

If you've seen this message, all you need to do is login to your Shopify admin, select the Apps menu, and select the UserPulse app.



The UserPulse screen will appear and your shop will be re-synched in the background.



That's it!

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WordPress Plugin

I installed and activated the WordPress plug-in, but the 'Contact Us' toolbar does not appear.

Your WordPress template may not adhere to the WordPress standard. Click 'View Source' in your browser, and search for UserPulse to see if the code was added. If you have the option of editing the HTML of your WordPress page, then you can always copy the toolbar code directly to your site.

If I've installed the contact form plugin, and I want to add feedback, do I need to install another plugin?

No. Once you've installed one plugin or added the code to your site you do not need to make any more changes to your site in order to add or change any functionality.

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Known Issues

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Fantastic plugin for my site, it works great. The support is as good as the product. Well done and thank you all.

Paul Mitchell, The Perfect Candidate Job Group

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