Frequently Asked Questions About Live Chat
Answering customers in real time can rescue a sale — but merchants need to know what the tool covers first. This FAQ brings together what PrestaShop merchants ask most about Live Chat, from the chat widget to the ticketing system, with clear answers drawn from real customer conversations.
Group 1: Module scope and packaging
Q: Is Live Chat sold as a standalone module, or does it come with other components?
A: It is sold as one integrated package — "Live Chat, Contact form and Ticketing System". The three components are integrated and cannot be bought or separated as individual modules. If you only need live chat, the team can help you configure the module so that only the live chat part is used.
Q: Does the module integrate with external messaging platforms like WhatsApp, Messenger, Telegram or Instagram?
A: No. The module has no multi-channel communication — it works as a live chat and ticket system inside your PrestaShop website only, and managing messages from Facebook and Instagram accounts through their APIs is not a native feature either. PrestaHero does offer a separate free WhatsApp integration module, but it only connects the website to a WhatsApp account and does not include advanced live chat features.
Q: Where are chat messages, attachments and ticket data stored — on my server or on an external service?
A: Everything is stored locally: all messages, attachments and history are kept in your PrestaShop database and on your own server. No external service is used to host the data, which keeps customer conversations confidential.
Q: Will the module slow down my store?
A: The module is optimized to minimize its impact on site performance, even with a high volume of messages. Actual performance also depends on your server resources, particularly for the database and the front office / back office.
Group 2: Compatibility and languages
Q: Which PrestaShop versions does the module support?
A: This module is compatible with PrestaShop 1.6.x to PrestaShop 9.x.
Q: Does the module work with custom themes and page builders?
A: The chat widget is designed to integrate with various store themes. For page builders, embedding module elements (for example, the contact form) via shortcode was investigated on a case-by-case basis — not all module elements support being embedded via shortcode, so check your specific page builder and theme setup with the team before relying on this.
Q: Is the module multilingual? Can I change its language?
A: Yes. You can switch the module to match your shop's language, and it supports multiple languages, including Spanish, as long as the translations are correctly configured in PrestaShop. Automatic translation of third-party module data is not included—for that, we recommend the Free Translate & AI Content module.
Group 3: How live chat works (online and offline)
Q: What happens when no agent is online — is the conversation lost?
A: No. When the chat is in offline mode, visitors can still write their message and see a thank-you confirmation. The message is kept in the system, staff are notified and can reply to it from the back office, and the visitor sees the reply in the chat interface.
Q: Do I need to be logged in to the back office to answer chats in real time?
A: Yes. Live chat requires an agent to be present and online in the back office to reply immediately. If nobody is online, the visitor's message is handled as an offline message instead of a live conversation.
Q: How does the "Forced online day(s) / hour(s)" setting work?
A: Override “looks online” on the storefront. When “Force online” is on, during the selected days and hours the chat shows as Online even if no staff is logged in. Outside that schedule, it falls back to real staff status. There is no separate “force offline” mode; offline is the normal status when force online is off / outside the schedule.
Q: Does each new chat create a new ticket, or are conversations grouped?
A: Each new contact generates a new ticket/conversation, but the system groups the exchanges with the same user into a single discussion thread inside the ticket, which makes follow-up easier.
Q: Can staff proactively start a chat with a visitor who is browsing the store? [NEEDS CONFIRMATION]
A: No. Visitors (or customers) start the chat; staff then accept and reply. There is no built-in “proactive invite / start chat with a silent browser” from the admin side.
Group 4: Chat widget and visitor information
Q: Can I customize the appearance of the chat box? Does it work on mobile?
A: Yes. The chat box is mobile-friendly and customizable in colors and position, and it supports multiple simultaneous chat windows with message status indicators so both customers and staff stay informed.
Q: Can I choose on which pages the chat widget appears?
A: Yes. The module settings control where the chat is displayed — for example, one customer's widget was not visible on product pages because the module had been configured to show on the dashboard area only. Adjust the display settings to match where you want visitors to reach you.
Q: What information can I see about the visitor (device type, browser, pages visited)?
A: The module does not track the visitor's device type (Android, iOS, tablet or PC). What you can see is the browser the visitor uses, the link they clicked to open the chat window, and their IP address. A full browsing history of pages visited is not available.
Q: Does the module add a customer-facing support page to my store?
A: Yes. The module provides a support center page (typically linked in the footer, e.g. a "24/7 Customer Service" page) that takes customers to the live chat and ticket system.
Group 5: Ticketing system
Q: Can support tickets be created directly from a live chat conversation?
A: Yes. The module allows creating support tickets directly from a customer chat.
Q: Can tickets be organized by department (support, sales, etc.)?
A: Yes. The module supports departments: tickets can be listed, viewed and sorted by department, and the associated department can be shown next to the assigned staff member in the ticket dashboard.
Q: Can customers reply to a ticket if they don't have a PrestaShop account?
A: Yes. Guest tickets use a guest access token in the ticket link (email). With that link, guests can view and reply without logging in. Logged-in customers use their account instead.
Q: Does the module offer pre-made replies (macros) for staff?
A: Yes. There is no hard limit on the number of pre-made replies — having around 200 macros, as in Zendesk, is fine. Note that including file attachments inside pre-made replies was only recorded as a feature request with no confirmed timeline, so do not promise it.
Q: Can staff attach files when replying to tickets, and what is the size limit?
A: Yes. Attachments are supported for both staff and customers when replying to tickets. Common formats such as PDF, JPG, PNG and ZIP are accepted, and the maximum file size per file is configurable in the module settings (within your server's limits).
Q: Can incoming emails be converted into tickets, or old tickets auto-closed?
A: No. The module does not convert incoming emails into tickets, and there is no built-in automation for deleting spam or auto-closing old tickets — tickets are managed manually using priority and status settings.
Q: Can two tickets be merged into one?
A: No. There is no merge-tickets feature in the module.
Group 6: Contact form builder
Q: Can I create custom contact forms with the module?
A: Yes. The module lets you create custom contact forms with configurable fields, so you can closely match an existing form (fields, labels, layout). Submissions are routed directly into the ticket system.
Q: Can I make form fields mandatory, or use conditional fields?
A: Mandatory fields have been implemented for customers on request — ask the team about your specific field. Conditional fields are not natively supported; custom development for features like conditional fields or automation is handled case-by-case, separately from the standard module license and support, with a quote based on your detailed requirements.
Q: Can the contact form be embedded in a CMS page with a shortcode?
A: Possibly, but not guaranteed. A customer asked for a shortcode to embed the contact form in a page-builder page, and the team investigated the integration options case-by-case, noting that not all module elements support shortcode embedding. Confirm with the team for your exact setup.
Group 7: Spam protection and security
Q: How does the module protect the chat and forms against spam?
A: The module includes advanced protection options: built-in CAPTCHA, Google reCAPTCHA, an IP blacklist, and anti-spam protection for contact forms and ticket submissions. The team recommends setting CAPTCHA to "Always" (on every message sent) for the strongest effect. Note that CAPTCHA and reCAPTCHA reduce unwanted messages but cannot guarantee blocking all of them — depending on the spam type or bot used, some messages can still get through, for example via automated requests that bypass CAPTCHA checks. If spam persists, the team can help review the configuration.
Q: Does the module support Cloudflare Turnstile instead of reCAPTCHA?
A: No. Native integration with Cloudflare Turnstile is not supported. The module's built-in options are its own CAPTCHA and Google reCAPTCHA.
Q: What should I check if the CAPTCHA image does not display?
A: The usual causes are incorrectly entered or missing Google reCAPTCHA keys (site key or secret key), or browser/server cache preventing the image from loading. Verify the CAPTCHA configuration and clear the PrestaShop and browser caches; if it persists, contact support with a screenshot.
Group 8: Purchase, demo and support
Q: Can I try Live Chat before buying?
A: We don't currently offer a free trial, but you can explore our Front Office and Back Office demos to see how the chat widget, support ticket system, and configuration options work. If you have any questions about features or compatibility, our support team will be happy to help before you purchase.
Q: Can I combine multiple discount codes on one purchase?
A: No, only one discount code can be applied per order on PrestaHero.com. Discount codes cannot be combined. If multiple discounts are available, only the highest eligible discount applies.
Q: How much does the module cost?
A: Live Chat is currently priced at €139.99 (excluding applicable taxes) on PrestaHero.com. We occasionally offer special discounts and seasonal promotions, so please check our website for the latest prices and offers.
Q: How long is support included, and can I renew it?
A: Your purchase from PrestaHero.com includes 1 year of free technical support and lifetime free updates. After the support period expires, you can continue using the module and receiving updates. You can renew technical support anytime through My Account → Download & licenses.
Q: Can I get a refund or swap the module if it does not fit my project?
A: We offer a 15-day refund policy for technical issues that our team cannot resolve. Please contact us within 15 days of purchase and allow our team to investigate. Refunds for a change of mind or features outside the module's advertised scope are not covered. However, we're happy to discuss possible alternatives, such as an exchange or store credit, on a case-by-case basis.
Q: Is custom development available if I need features the module doesn't have?
A: Yes! Please share your detailed requirements with our support team. Our developers will review their feasibility and provide a quote if the customization is possible. Custom development is handled on a case-by-case basis and may involve additional fees.