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Navigation Path: Admin Dashboard → Integrations → Chat Online

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Overview

Integrate live chat and push notifications to provide real-time customer support and keep users engaged with timely updates.

Live Chat

Real-time customer support

Push Notifications

Browser push notifications

Engagement

Increase customer interaction

Support

Instant help and assistance

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What is OneSignal?

OneSignal is a customer engagement platform that provides:
  • Live Chat: Real-time messaging with customers
  • Push Notifications: Browser and mobile push notifications
  • In-App Messaging: Targeted messages to users
  • Email: Automated email campaigns
  • SMS: Text message notifications

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Integration Benefits

  • Instant Support: Chat with customers in real-time
  • Proactive Engagement: Send notifications about updates, offers
  • Increased Conversions: Engage visitors before they leave
  • Customer Retention: Keep users informed and engaged
  • Multi-Channel: Reach customers across web, mobile, email

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Configuration

SettingDescriptionFormat
OneSignal App IDYour OneSignal application identifierUUID format
Safari Web IDSafari push notification identifierweb.onesignal.auto...

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Getting OneSignal Credentials

1. Create OneSignal Account
  1. Sign up at OneSignal.com
  2. Click New App/Website
  3. Enter your app name (e.g., “My Hosting Platform”)
  4. Select Web as platform
  5. Click Next
2. Configure Web Push
  1. Choose Typical Site setup
  2. Enter your Site URL (e.g., https://yourdomain.com)
  3. Upload notification icons:
    • Large Icon: 256x256 px (shown in notification)
    • Small Icon: 128x128 px (shown in browser)
  4. Click Save
3. Get Your App ID
  1. Go to Settings → Keys & IDs
  2. Copy your OneSignal App ID
  3. Copy your Safari Web ID (if using Safari push)
  4. Paste both into your platform’s integration settings
4. Configure Chat (Optional)
  1. In OneSignal dashboard, go to Messages → Live Chat
  2. Click Enable Live Chat
  3. Customize chat widget appearance
  4. Set online hours and automated responses
  5. Save configuration
Free Plan: OneSignal offers a generous free plan with unlimited push notifications and basic chat features. Paid plans add advanced features and higher limits.
Icon Requirements: Use high-quality icons (PNG format) with transparent backgrounds. Large icon (256x256) appears in the notification, small icon (128x128) appears in the browser tab.

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Live Chat Features

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Chat Widget

The chat widget appears on your website, allowing customers to:
  • Start conversations instantly
  • Get real-time responses
  • Attach files and screenshots
  • View chat history
  • Rate support interactions

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Admin Features

From OneSignal dashboard, you can:
  • Respond to Chats: Answer customer inquiries in real-time
  • View History: Access past conversations
  • Set Status: Online, away, or offline
  • Automated Responses: Set up auto-replies for common questions
  • Team Chat: Multiple agents can handle chats
  • Chat Routing: Route chats to specific departments
  • Analytics: Track chat volume, response times, satisfaction

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Customization

Widget Appearance:
  • Position (bottom right, bottom left, etc.)
  • Colors matching your brand
  • Welcome message
  • Avatar images
  • Online/offline status
Behavior:
  • Auto-open on page load
  • Trigger based on time on page
  • Show on specific pages only
  • Hide on mobile devices

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Push Notifications

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How Push Notifications Work

  1. User Visits Site: Customer lands on your website
  2. Permission Prompt: Browser asks for notification permission
  3. User Subscribes: Customer allows notifications
  4. Send Notifications: You send updates via OneSignal
  5. User Receives: Notifications appear even when not on site

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Notification Types

Automated Notifications:
  • Welcome message after subscription
  • Order confirmations
  • Payment reminders
  • Website expiration warnings
  • Support ticket updates
  • Account notifications
Manual Notifications:
  • Promotional offers
  • New feature announcements
  • System maintenance alerts
  • Special events
  • Blog post notifications

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Sending Push Notifications

From OneSignal Dashboard:
  1. Go to Messages → New Push
  2. Enter notification title and message
  3. Add action URL (where users go when clicking)
  4. Upload notification image (optional)
  5. Select audience:
    • All Subscribers: Everyone
    • Segments: Specific user groups
    • Filters: Based on behavior, location, etc.
  6. Schedule or send immediately
  7. Click Send Message
Notification Best Practices:
  • Keep titles under 50 characters
  • Messages under 120 characters
  • Use action-oriented language
  • Include clear call-to-action
  • Add relevant images
  • Don’t over-send (max 1-2 per week)

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Segmentation & Targeting

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User Segments

Create targeted segments based on:
  • Behavior: Pages visited, actions taken
  • Location: Country, city, timezone
  • Device: Desktop, mobile, browser type
  • Subscription Date: New vs. long-time subscribers
  • Custom Tags: Customer type, package, status
Example Segments:
  • Customers with expiring websites
  • Users who haven’t logged in 30 days
  • Premium package subscribers
  • Users in specific timezone for timing
  • Mobile users only

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Personalization

Personalize notifications with:
  • User Name: “Hi John, your website expires soon”
  • Custom Data: Package name, expiration date
  • Dynamic Content: Based on user behavior
  • Localization: Language and timezone

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Configuration Examples

Use Case: Live chat without push notifications
  • OneSignal App ID: abc12345-6789-...
  • Safari Web ID: Not configured
  • Features: Live chat enabled
  • Push: Disabled
Best For: Support-focused platforms

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Best Practices

  • Set realistic online hours and stick to them
  • Use automated responses for off-hours
  • Respond to chats within 1-2 minutes
  • Train team on common questions
  • Use canned responses for efficiency
  • Monitor chat satisfaction ratings
  • Follow up on unresolved chats
  • Get explicit permission before sending
  • Send valuable, relevant notifications only
  • Limit frequency (1-2 per week max)
  • Personalize with user data
  • Test notification timing
  • A/B test messages and images
  • Monitor opt-out rates
  • Don’t auto-open chat on every page load
  • Make chat widget easy to close
  • Use subtle notification prompts
  • Respect user’s notification preferences
  • Provide easy opt-out options
  • Test on mobile devices
  • Ensure fast loading times
  • Add OneSignal to privacy policy
  • Comply with GDPR and regional laws
  • Get explicit consent for notifications
  • Provide clear opt-out mechanisms
  • Don’t share user data
  • Secure chat conversations
  • Review data processing terms

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Troubleshooting

Issue: Live chat widget doesn’t appearSolutions:
  1. Verify OneSignal App ID is correct
  2. Check chat is enabled in OneSignal dashboard
  3. Clear browser and server cache
  4. Check browser console for JavaScript errors
  5. Verify OneSignal script is loading
  6. Test in incognito mode
  7. Check widget isn’t hidden by CSS
Issue: Push notifications not being receivedSolutions:
  1. Verify user has granted notification permission
  2. Check OneSignal App ID and Safari Web ID
  3. Ensure HTTPS is enabled (required for push)
  4. Test with OneSignal’s test notification
  5. Check browser supports push notifications
  6. Verify user is subscribed in OneSignal dashboard
  7. Check notification isn’t blocked by browser
Issue: Browser doesn’t ask for notification permissionSolutions:
  1. Ensure site is using HTTPS (required)
  2. Check user hasn’t previously denied permission
  3. Verify OneSignal SDK is loaded correctly
  4. Test in different browser
  5. Check browser supports push notifications
  6. Review browser console for errors
  7. Try resetting browser permissions
Issue: Chat messages fail to sendSolutions:
  1. Check internet connection
  2. Verify OneSignal service is online
  3. Clear browser cache and cookies
  4. Test in different browser
  5. Check firewall isn’t blocking OneSignal
  6. Review OneSignal dashboard for issues
  7. Contact OneSignal support

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Testing Your Integration

Live Chat Testing:
  • OneSignal App ID configured
  • Chat widget appears on website
  • Can open and close chat widget
  • Can send test message
  • Message appears in OneSignal dashboard
  • Can reply from dashboard
  • Reply appears in chat widget
  • Test on mobile devices
  • Verify offline message handling
Push Notification Testing:
  • OneSignal App ID and Safari Web ID configured
  • HTTPS enabled on website
  • Permission prompt appears
  • Can subscribe to notifications
  • Send test notification from OneSignal
  • Notification received in browser
  • Clicking notification opens correct URL
  • Test on different browsers
  • Verify unsubscribe works

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Analytics & Reporting

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Chat Metrics

Track in OneSignal dashboard:
  • Chat Volume: Number of chats per day/week
  • Response Time: Average time to first response
  • Resolution Time: Time to resolve issues
  • Satisfaction: Customer ratings
  • Agent Performance: Individual agent metrics

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Push Notification Metrics

Monitor notification performance:
  • Subscribers: Total push subscribers
  • Delivery Rate: Successfully delivered
  • Click-Through Rate: Users who clicked
  • Conversion Rate: Actions completed
  • Opt-Out Rate: Unsubscribes

General Settings

Platform configuration

Email Settings

Email notifications

User Roles & Permissions

Access control

Website Configuration

Website settings

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External Resources