Frequently Asked Questions

General Questions

What are the hardware/software requirements to use the MoChapp?

Software Requirements:
– Ubuntu, Windows XP, Vista or Windows 7, Windows 8 (32 or 64 Bit).

Hardware Requirements
– X86 compatible processor, 100 MB hard disk space, 1024 MB available RAM, internet connection for activation.

Why is there a delay when posting Chat Messages?

Please note that the MoChapp communication protocol is completely based on HTTP. While HTTP provides a number of advantages, it does not allow permanent connections between the server and the clients. Instead, the client has to connect to the server in a configurable interval. The webserver load is lower while some actions may be delayed.

How many concurrent chats can an operator take?

Unlimited.

Incoming chats are not allocated equally to my operators.

All chats are being allocated equally over your operators by default.
Allocation will be randomized among operators with the same chat load (=amount of active chats).

Does MoChapp use cookies? Can cookies be turned off?

Yes, MoChapp uses cookies to save user related details entered in the chat window along with a user id (used for tracking).

My AntiVirus software is blocking Live Chat. Why?

MoChapp needs to establish frequent HTTP connections with your webserver in order to receive the latest updates (visitors, chats, etc.). While MoChapp is a 100% clean and secure software, this behaviour can be reason enough to get blocked by anti virus scanners.

In some cases it might be necessary to white list/unblock Live Chat manually (all virus scanners offer this option).

Installation / Setup

Do I need to install MoChapp on my own server?

No, you don’t.

How long does it take to install MoChapp on my website?

You can set up MoChapp on your website within as short as 5 minutes.

Can I use MoChapp on multiple websites?

Yes.

Do I need a module for integration with Prestashop, Drupal, WordPress?

No, you don’t need an extra module for this.

Can I customize the chat button, chat window and etc?

Yes.

What is PHPinfo? How can I access it?

The PHPInfo function outputs a large amount of information about the current state of PHP. This includes information about PHP compilation options and extensions, the PHP version, server information and environment (if compiled as a module), the PHP environment, OS version information, paths, master and local values of configuration options, HTTP headers, and the PHP License. Because every system is setup differently, phpinfo() is commonly used to check configuration settings and for available predefined variables on a given system. phpinfo() is also a valuable debugging tool as it contains all EGPCS (Environment, GET, POST, Cookie, Server) data. To run PHPinfo you must save the following lines of code in a file on your computer using the text editor: <?php phpinfo ();?>. Save the file under the name info.php and upload it to your webserver. Open the file in your browser.

Does MoChapp provide automatic chat invitations?

Yes.

Errors & Error Messages

The GeoTracking system doesn’t work. All I see is “Loading …”. Why?

GeoTracking is based on the technology of the Microsoft Internet Explorer. If the GeoTracking system is not working properly you should check your Internet Explorer settings. Probably JavaScript is deactivated.

Users & Groups

Can I add new operators into my account?

Yes, you can add new operators whenever you want.

Can I customize the operators’ permissions?

Yes.

Licensing & Premium Options

Can you extend my free trial period?

Unfortunately, it’s not possible to extend the trial period for technical reasons.

Do you provide discount for non-profit organizations when using Live Chat service?

Yes, we provide 20% discount when non-profit organizations use MoChapp.

What is the GeoTracking accuracy? How many countries are included in the GeoTracking database?

GeoTracking service is based on the best commercial geo databases available.
These databases cover 228+ countries and have over 97% accuracy on country level. The small number of inaccuracy is due to the dynamic IP address allocation by large ISPs.
On City/Region level the accuracy is between 30% and 95%, highly depending on the country.

Advanced Features

Do you support pro-active chat?

Yes. You can invite visitors to engage in a live chat interaction.

Can I use MoChapp on my smart phone?

Yes. Besides on a PC or Mac, you can also use MoChapp on your iPhone, Blackberry, Android or other phone devices. MoChapp mobile apps help you take chat requests while on the go.

Support

Can I get support when I need help?

Yes. MoChapp support team is here for you 7 days a week.