Crisp Live Chat

The crisp plugin adds the Crisp live chat to your exchange, so your users can talk to your support team from any page. Signed-in users are identified by their account email, so their conversations show up in Crisp under the right account.

What you need

• The Enterprise plan on HollaEx Cloud.
• A Crisp account with a website set up for your exchange.

Set it up

1. Get your Crisp details. In your Crisp dashboard:

   • copy the website ID from Website settings → Setup instructions;
   • optionally, copy the secret key from Website settings → Advanced → Identity verification. It lets Crisp trust the email of signed-in users (see Verified users).

2. Install the plugin. Go to Operator Controls → Exchange → Plugins, find crisp under Available to install and click Install.

3. Configure it. Click Configure on the plugin, fill in the settings below and save.

   Setting	What it does
   crisp_app_id	Required. The website ID of your Crisp website.
   crisp_secret_key	Secret, optional. The identity verification key from Crisp. When set, signed-in users show as verified in Crisp and their conversation follows them across devices.

4. Turn on identity verification in Crisp. If you set the secret key, turn on Identity verification in Crisp too, so Crisp refuses emails that weren't signed by your exchange.

5. Test it. Open your exchange. The chat launcher appears in the bottom-right corner. Sign in and start a conversation. In Crisp, it should carry your email, with a verified badge if you set the secret key.

What your users see

A chat launcher in the bottom-right corner of every page.

• On a HollaEx Web v3 website, the launcher opens the Crisp chat in a panel.
• On the classic exchange website, the Crisp chat bubble is added to every page.

If the chat isn't set up or can't load on Web v3, users see "Live chat is not set up yet." or "Live chat is not available right now."

Verified users

Without the secret key, the plugin passes the signed-in user's email to Crisp as-is. Crisp can't tell whether it was changed in the browser, so check who a user is before you discuss their account.

With the secret key, your exchange signs each signed-in user's email. Crisp marks the user as verified, and their conversation follows them on any device where they sign in. The key never leaves your exchange's server. The website ID is public by design: the browser needs it to load the chat.

warning

Changing the secret key changes every user's conversation token. Existing users start a fresh conversation in Crisp.

How it works

• On Web v3, the chat runs in a separate frame hosted on static-resources.hollaex.com, apart from your exchange session. It only receives the signed identity your exchange issues for the signed-in user.
• Users who aren't signed in can still chat, without an email attached.

Need help? Open a ticket from your HollaEx dashboard.