Help Center

Questions & Answers

General
Communication
Mobile Communication
Subscription and Finance
User Account
Troubleshooting

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General

How do I add chat to my website?

Just create an account and paste a short code (that Lime Talk will provide) into your site’s source code. For some platforms, we have created installation tutorials.

Do I need to download or install anything?

Certainly not! Lime Talk runs on our servers and we take care of everything.

How does the free version work?

Signing up will give you a full trial version that you can use for 15 days. After the trial period, we offer a paid version only.

Can I add the chat on multiple websites / domains?

Yes. We do not limit the number of websites or domains and there is no extra charge for that.

What if I have a multilingual site?

You can translate the chat box texts into any language; you can set your own texts. You can also create an unlimited number of language variants. In this case, Lime Talk will generate a short code to distinguish the language on each page.

Can I have a different appearance on each page?

No, unfortunately this is not yet possible. The only way to do this currently is to open multiple Lime Talk accounts.

What if I want to have a chat only on a single page of my site?

Lime Talk will appear only on those pages in which you insert the installation code. If you want Lime Talk on one page only, simply paste the code only on that particular page.

Can I remove the Lime Talk logo from my chat box?

Yes, this service can be activated or deactivated at any time upon request and non-branded Lime Talk costs (depending on the quantity discount) from USD 8.4 / operator / month (without VAT). If you are interested, please contact us.

Communication

What if we’re offline?

You can hide the chat from your website or have the offline contact form displayed. Messages from the offline form (including the visitor's e-mail address or phone) are then optionally forwarded to your e-mail. They are also stored in the client zone along with the chat history.

What if I can’t respond to the visitor in time?

You can set Lime Talk to automatically ask the visitor for an e-mail address in case you fail to respond within a given time (e.g. 30 seconds). When you are back, you can contact them via e-mail.

Can I initiate chat with a visitor myself?

Yes, you can. Just select the visitor with whom you want to chat from the list of online visitors and start typing.

I have multiple operators; who will receive the new message?

All online operators are notified of the first visitor’s message. One (the fastest) of the operators serves the conversation. Other operators don’t have to deal with conversations anymore. But they can watch it passively or eventually take over the conversation.

Can two operators communicate with one visitor?

Only one operator can chat with a visitor at a time, but all other operators can watch and eventually take over the conversation. You can choose whether operators can take over conversations without consent, or they need the approval of the operator who is currently serving the visitor.

Mobile Communication

Can I answer visitors via mobile?

Yes, Lime Talk can be linked to 3rd party XMPP/Jabber applications. See Connecting Lime Talk to Your Mobile.

What features are available while chatting on mobile?

On mobile, you can basically only be online and respond to visitor messages. Eventually, read or save information about the visitor. This is done by sending a message in the following format:

!name {name} - changes the visitor’s name
!email {email} - changes the visitor’s e-mail
!note {text} - changes notes about the visitor
!reademail - displays the visitor’s e-mail
!readnote - displays a note about the visitor

!help - you don’t have to remember the commands. Any time you just send this to get complete help.

What are the limitations of mobile chatting?

You can chat with a maximum of 6 visitors at a time.

How about online, away, invisible, offline states?

XMPP/Jabber applications often have several different states (online, away, invisible, offline). This works slightly differently in each app; therefore we recommend using the online and offline states only.

What if I want to unlink my XMPP/Jabber account?

Either you can send an !unlink message in the mobile app or you can disconnect the XMPP/Jabber account in the client zone in My Profile -> Mobile Communication.

Troubleshooting: I set everything up, but the chat box is still offline.

Try changing your status to offline and back to online in your mobile app and it should be okay.

Troubleshooting: I accidentally did not accept requests from all chat bots. What now?

Add and authorize the following contacts manually:

bot1@jabber.limetalk.com
bot2@jabber.limetalk.com
bot3@jabber.limetalk.com
bot4@jabber.limetalk.com
bot5@jabber.limetalk.com
bot6@jabber.limetalk.com

Or contact us and we will be happy to help you.

Subscription and Finance

How does the subscription work – i.e. purchase and consumption of credit?

By opening an account, you will receive a 180-day free trial period. Once this period ends, Lime Talk operates on a credit basis that you can purchase at any time while using the service. We offer 4 differently sized credit packages; the larger the package, the more advantageous (up to 30 %). Each operator consumes 1 credit per month, i.e. 1/30 of a credit per day. You can find the exact numbers in Pricing or in the example below. Prices are without VAT:

with a package for 36.0 USD (which contains 6 credits), each operator will cost you 6.0 USD / month; for example, with one operator it is sufficient for 6 months, with two operators for 3 months, etc.
with a package for 64.8 USD (which contains 12 credits), each operator will cost you 5.4 USD / month; for example, with one operator it is sufficient for 12 months, with two operators for 6 months, etc.
with a package for 115.2 USD (which contains 24 credits), each operator will cost you 4.8 USD / month; for example, with one operator it is sufficient for 24 months, with two operators for 12 months, etc.
with a package for 201.6 USD (which contains 48 credits), each operator will cost you 4.2 USD / month; for example, with one operator it is sufficient for 48 months, with two operators for 24 months, etc.

If you have the chat without “Powered by Lime Talk” activated, the consumption of credit for each operator would be twice as high, i.e. the package would be consumed twice as fast.

Can I change the number of operators or range of services at any time?

Yes, of course. Our system handles this, and the length of the remaining subscription is adjusted accordingly (credit is deducted on a daily basis).

What happens if I run out of credit?

The chat box will no longer appear on your site, nothing more. Your chat history and account settings will remain available to you and you can continue chatting as soon as you recharge your credit.

My credit is negative. How is it possible?

Because we want to keep the service active as long as you have at least some (even if minimum) credit in your account, after the last prepaid day, the credit may get into slightly negative numbers. The next day, it will no longer decrease (unless you recharge it).

What payment methods do you accept? In what currency can I pay?

We accept all commonly used debit / credit cards (payments are processed by secured payment gateway Stripe), bank transfer or PayPal.

What decides whether I have to pay VAT?

We do not charge VAT to customers around the world except for members of the European Community (see exceptions below).

For customers from the European Community, the Principality of Monaco, the Isle of Man and the territories of Akrotiri and Dhekelia, we verify that they are subject to VAT under this register https://ec.europa.eu/taxation_customs/vies/vatRequest.html. If you are a VAT payer under this register, we do not charge VAT. Otherwise, we charge VAT.
Customers from Mount Athos, the Canary Islands, French Overseas Departments, the Åland Islands, the Channel Islands, the Island of Helgoland, the Territory of Büsingen, Ceuta, Melilla, Livigno, Campione d’Italia, and the Italian waters of Lake Lugano are not charged VAT.
We always charge VAT to customers in the Czech Republic.

Refund policy

If you are not satisfied with our service, please contact us. We will try to find a solution (we may be able to solve your problem by adjusting the settings or modifying our application). If we are unable to resolve the issue to your satisfaction, we will refund your money for the unused credit that has been purchased within the last 6 months.

User Account

I haven’t received my registration confirmation e-mail. What should I do?

Please check the SPAM folder in your mailbox. If the e-mail is not there, please request to resend the e-mail using the Lost password.

My colleague did not receive an invitation. What is he supposed to do?

In the Users section of the client zone, make sure that their e-mail address is correct. If so, please refer him to the topic “I haven’t received my registration confirmation e-mail. What should I do?”.

What’s the difference between operator, administrator, and owner?

Lime Talk offers three user roles: operator, administrator, and owner.

The operator chats with site visitors.
The administrator manages users, chat settings, and has the right to delete a conversation history.
The owner is just an administrator rights extension: he has access to the Payments section (i.e., can change billing information, view invoices, and purchase credit).

Each account must have at least one operator, one administrator, and one owner (it can also be a single person with all three roles). Each user must have at least one of the roles of operator or administrator. The user creating the Lime Talk account is initially assigned all three roles.

There is a hierarchical structure between user roles (operator, administrator, owner): the operator manages only himself. The administrator can manage (add or remove) operators and administrators. The owner can manage (add or remove) operators, administrators, and himself. If you are an administrator or owner, you cannot give up your role. Only another user with the same or greater authority can deprive you of the role.

How do I delete my user account?

In the upper right corner of the client zone, click on your name and click on the “Delete account” link. But be careful: if you are not the only Lime Talk user and want to delete only your user account (not the entire Lime Talk account), give the “owner” permission to any of your colleagues and ask them for the deletion. Your colleague can delete your account in the Users section.

Troubleshooting

The chat box does not appear on my page. Why is that?

Make sure the installation code is embedded on the page and in the correct location (before the </head> tag). Try reloading the page.
Under Settings -> Chat Settings, make sure that “Display widget on desktop” and “Display widget on mobile devices” are checked.
Check that the operator is online and connected to the Internet. Also, check the option “Hide widget when offline”, found in Settings -> Chat settings.
Check your credit balance. If you do not have credit, the chat box does not appear regardless of any other settings.
In the section Settings -> Visitor banning, check that your IP address is not blocked.
If you still do not see the chat box, please contact us.

Web Interface and Others