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Learn to set up the chat, add email forms, FAQs and more

Guided tutorial to help you at every step

Register an account

  1. Open the link and create a user: (initial registration shall be done by the e-shop customer support team manager, who will manage the permissions of the team in the future, if you plan to respond to customers with your colleagues)

  2. Fill in a few required fields required to get started.

Add a chat to the website

  1. Go to Site Settings > here you can get a pixel. Send it to your webmaster or add it to your webpage (copy-paste into the <head> tag).

  2. Instructions for adding a chat in different environments can be found by clicking on the website platform icons under 'How to setup'.

Once the chat script is added, TranslateWise Chat will be visible on your website and visitors can write their questions via chat.

If you get into difficulty, don't worry, email us or call +372 5136033 and we'll help you.

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Personalize your chat

Choose a color theme: Chat Settings> Chat theme color

Add logo: Chat Settings> Chat logo

Additional options: Choose whether the chat icon fits to the right or left of your website. Choose whether to ask the customer

to start a chat with their email.

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Set the times when you can serve customers

Service times and days of the week are visible to visitors to your website when they click on the chat icon.

They can be changed at any time, and changes will appear in the chat within about 1 minute.

Add days of the week and times here: Chat Settings > Operating Hours

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Need the contact form? 

The contact form is a good way for customers to contact you without leaving your website.

For example, this can be helpful if a customer wants to communicate with you outside of business hours by sending you an email directly through the form.

To set up, select Chat settings > Activate 'Contact form' > add the e-mail address where you want to receive customer e-mails.

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FAQ - Frequently Asked Questions

To provide faster support, you can also add a FAQ section to the chat.

This is displayed as an option in the top menu bar of the chat window.

The new option is helpful for customers to find important information even faster.



  • To activate, go to> Settings> Chat settings and activate -> Frequently asked questions.

  • Select the language in which you want to start writing questions and answers.

  • To add a new question, click> Add new question and fill in the fields.


NB! Also always click the SAVE button when you have finished filling in the question and answer. If you want the questions and answers to be translated automatically in all languages:

  • press the> Translate button next to each question and save the selection by clicking SAVE


If you have used automatic translation, you can also make changes or improvements to each language if you wish.

To do this, change the originally selected language, make the desired changes and click SAVE.

FAQ in chat

Tools for the teams

Add team members and assign conversations

To add or delete team members, go to Settings > Site members

The rights of team members can be managed by the person who created the primary account or has admin rights.

  • Click the 'Add new' button

  • Add an e-mail and set permissions

Your team member will receive an email with an access link

From now on, all team members can assign conversations to each other.

To do this, there is an 'Assigned to' button in the chat view, which opens the list of customer service agents.


You can forward / take over the conversation at any time during the conversation, but not after the conversation has ended (if 'End Conversation' has already been clicked)

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Chat Analytics

On the left of the chat menu admin site, you will find an analytics icon that will show you various useful information about visitors and chats.


You can view statistics on a monthly basis or for the entire usage period.

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Personal settings

In order for TranslateWise chat to translate conversations in real-time, it would be useful if you enter 1-4 languages in which you want to reply.

From then on, this selection will be saved and you will not need to select a language for each new conversation.

Translation will be applied only when your language skills do not match with your website visitor language preference.

Under Personal settings you can also choose to be notified by email about new chats and pending chats.

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Answering in chat

  1. Select your language to reply, this option will be saved

  2. Type the answer and click either the 'Enter' key or the Send icon

When the conversation is over, click "End Conversation" and the conversation will be archived

History of conversations


Each conversation will be archived when 'End Conversation' is clicked.

If the same customer makes a new request, for example, a day, a week or a year later, the history is still visible.

You can add a "Notes" comment (on the right) to each conversation, it is automatically saved and only visible to your team members


Social media integration with TranslateWise Chat


All Facebook Messenger and Instagram chats can be routed to the TranslateWise chat admin environment and conveniently answered from one place, using real-time translation if needed.

  1. Go to Settings > Site Settings > Link Facebook Messenger.

  2. NB! Only a team member with admin rights can connect Messenger Chat to TranslateWise account.

  3. Select the page to which you want to connect the TW chat and confirm the necessary settings.

  4. Once connected, you can reply to Facebook Messenger chats directly from TranslateWise chat. The customer sees the answers in FB Messenger.

  5. Chats between your website and FB Messenger can be distinguished in the chat list by the FB Messenger icon.

Have more questions?

Send us an email at 

or even better, ​let's chat!

We reply fast:

Mon-Fri 9am - 5pm (GMT+3)

We try to react fast in the evenings and on the weekends too.

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