Frequently Asked Questions

General

Please refresh your browser  (ctrl F5) after saving and turning ON tools or open website in private/incognito browser window (for temporary cache issues).

 

Facebook Live Chat Settings (8)

 

 

 

To open Chrome/Firefox private browser, go to top right corner of browser, look for 3 dots (chrome) or 3 bars (firefox) and right click. Choose “New Incognito Window” or “New Private Window”.

 

If you ‘X’ (close) your tools, they will not display again for 1 session (session length depends on browser settings).

 

For WordPress users, some custom themes may conflict with our app. Please install our embed code manually.

 

For Weebly users, please ‘publish’ in your weebly admin section after installing our app and saving and turning ON tools.

 

Weebly Publish

 

 

 

 

 

For Big Commerce users, please embed our code again if you change your theme.

 

Our tools will not load on Wix platforms or pages embedding in Wix (because they are required to load inside an I-Frame)

 

If you have an Ad Blocker extension in your browser, please disable it.

 

Rocket Loader of CloudFlare is still in Beta and may cause a conflict with our script. Please disable Rocket Loader or add data-cfasync=”false” to our script:

< script data-cfasync="false"  ...

 

If you have a stand alone website, please ensure the zotabox code is embedded in your website footer (html source) https://zotabox.com/dashboard/embeddedcode/.

 

Zotabox tools will not load if embedded inside an I-Frame.

Category: General

Browsers may cache Zotabox script to improve the website performance.

 

So to see your changes immediately, please select Refresh (ctrl F5) button on your Zotabox setting page to refresh your website cache.

 

Facebook Live Chat Settings (8)

 

 

 

To open Chrome/Firefox private browser, go to top right corner of browser, look for 3 dots (chrome) or 3 bars (firefox) and right click. Choose “New Incognito Window” or “New Private Window”.

 

If you ‘X’ (close) your tools, they will not display again for 1 session (session length depends on browser settings)

 

For Weebly users, please PUBLISH after making changes and ‘saving’ your zotabox tools.

 

Zotabox tools do not load in an I-frame.

Category: General

Zotabox tools load asynchronously and will not affect your website loading speed.

 

All our static resources are delivered through premium CloudFlare CDN and using dynamic browser cache.

We have developed our ZB Framework / micro services that uses the latest NodeJs, PHP, MySQL, NoSql, PM2 technology to deliver maximum performance and the quickest load times.

 

Our loading speed maybe affected by other 3rd party tools. Please delete unused tools or consider using a CDN system like CloudFlare to speed up loading static resources.

 

Shopify merchants can also embed our code manually to speed up loading times (if you have multiple apps installed on your site).

 

Third party widgets like Facebook and Google may take longer to load first time but load faster for your repeat visitors.

 

You can get suggestions to improve your website loading speed here.

 

You can also test your website performance without Zotabox tools by adding #zbstop in the end of your website URL.

 

Eg. http://yourdomain.com/page#zbstop

 

Category: General

To remove branding on ALL your Zotabox tools, please upgrade to one of our premium plans.

Category: General

To avoid conflicts with custom wordpress themes, we recommend installing our zotabox embed code manually using these easy instructions –

http://info.zotabox.com/wordpress-woocommerce-embed-code-instructions/.

 

If you added Zotabox to a 2nd wordpress site but it is displaying the settings from your 1st site, please follow these instructions to re-connect it properly.

Please also disable any wordpress cache plugin.

Category: General

Some tools do not display on mobile devices. You may adjust settings with display rules on the setting page.

 

The ‘exit intent’ display rule does not work on mobile devices – browsers do NOT allow us to ‘block’ when you visitor clicks the ‘back button’ so we can NOT detect ‘exit intent.

 

No impression is counted when no tool is displayed.

 

Category: General

Yes, please see Display Rules on your setting page . (The little screen icon in the upper right of your setting page or under ‘Menu’ in the same location)

Contact Form Settings

Category: General

Yes, you can use the same embed code on more than one site such as development site etc. Your websites will share the same tool settings and 14 day Premium Free Trial. You can also add another website to your zotabox account on the dashboard – My Account.

Category: General

This is a temporary browser cache issue. If a customer closes ‘x’ your tool they will not see it again for 1 session (depending on the browser). To test, please open your website in a private browser window.

1 Free impression = 1 unique customer visit per 24 hours (including multiple page and tool views per visit).

You have unlimited FREE tool impressions forever.

1 Premium impression = 1 customer visit with one or more premium tools activated (incl. multiple page views).

Category: General

You may use our free tools forever with no obligation. If you would like to use our premium tools, please upgrade to our premium plan. Please see the Pricing Page for more details.

Category: General

Yes, you can create multiple tools for the same website (ex. multiple contact forms, promo bars, sliders etc) using our multiple tool feature on the setting page. This is one of our premium features.

Click here to see the pricing page.

Category: General

Our credit card processing company – Fast Spring will email you a copy of your invoice after each payment to the email address on your account.

 

You can also see your latest invoice (and edit your email address) on your membership page (please access or login to your Zotabox account before clicking link).

 

 

Category: General

Yes, you can use this code to open a zotabox popup or any tool with a custom link on your website.

Please put this code in your page link URL: #zbwid-Tool ID

 

Or use this code in your HTML source editor:

< a href="#zbwid-Tool ID“>Show any tool< /a>

 

Or use this code in your JavaScript code:

Zotabox.show(Tool ID)

 

You may need a developer to help you.

 

Yes, please add this code to your Zotabox button URL link to:
Start a phone call: tel:+01123456789

Send a SMS text: sms:+0112345678

Send an email: mailto:email@yourdomain.com

Open Whatsapp: whatsapp://send?phone=+01123456789&text=Hello

 

Start Skype: skype:skypeaccount?chat

 

 

(replace +01123456789 with your phone number and replace +01 with your country code, or delete +01 for local numbers)
Category: General

Please refresh your browser cache – ctrl F5 to fix this temporary cache issue.

Category: General

We are sorry, Shopify does not allow most 3rd party tools on their checkout page (only on the cart page and other pages).

 

The only exception is our Advanced Discount Rules which work ONLY on the checkout page. These are Shopify restrictions.

Category: General

You can use the ‘tab slider’ on the tool setting page to move your tabs left/right and up/down based on your preferences. See the preview in different screen sizes to help you place the tab in the best position.

Category: General

To test your ‘returning customer’ display rule, please open your website browser (using refresh website button on your zotabox setting page).

 

Then close your browser and reopen again. (Please make sure your browser does not ‘remember’ your previous settings and re-opens your previously closed tabs – this will NOT trigger the ‘returning customer’ display rule).

 

You can also ‘refresh’ your website browser on the zotabox setting page to test again.

 

(this display rule will not work in private/incognito browser mode).

 

Category: General

Yes, you can add custom tracking to your Zotabox account.

 

Category: General

Custom CSS is available on all tool setting pages (below the Menu button).

 

Custom CSS is one of our premium features. Please upgrade to use this feature.

 

Category: General

Please install the Zotabox embed code manually on your non-EcWid website pages to display the same zotabox tools on ALL your website.

 

 

Category: General

No, after you have added our zotabox app to your ecommerce platform (such as Shopify, Weebly, Ecwid, WordPress etc.) you do NOT need to manually embed the zotabox code again on your website.

Doing so may cause conflicts. Please remove the manual embed code to fix this situation.

Category: General

Shopify restricts applying discount or adding free gift to the checkout page only (we are unable to add to the shopping cart page).

Category: General

Zotabox does not ‘auto-translate’ your tools but you can add multiple tools (with different languages) to the same website and set page based display rules to display each tool on different pages. For example English tools on English pages etc.

 

Multi-tools is one of our premium features on the pricing page.

 

 

 

 

 

 

 

 

 

 

 

If you have different languages on different domains you can add another website to your Zotabox account on the dashboard.

 

Category: General

Please send us an email FROM your original email address requesting the change to your new email address.

 

Please send this email to customerservice@zotabox.com.

Category: General

Please remove your zotabox app from your e-commerce platform admin – apps section or remove the zotabox embed code from your website footer.

 

You may also delete your whole zotabox account on your account page or delete the current website settings only on the dashboard – settings.

 

Inactive accounts will automatically be purged from zotabox after 6 months.

 

You may also unsubscribe from our emails by following the ‘unsubscribe’ link at the bottom of the email.

 

We wish you the best in the future with your online store.

 

Category: General

Facebook Live Chat

You MUST meet the following conditions to enable to have the Facebook ‘live chat’ on your website (instead of redirecting to a new Messenger tab).

 

WHITELIST your domain in your fanpage settings and save on the Zotabox setting page (and refresh your website). (Be sure to copy and paste your website domain from your browser window to your fanpage Whitelist settings) 

 

You need to have admin access to whitelist your domain on your fanpage.

 

Facebook Live Chat will only work with secure websites. https:// (NOT  http://)

 

Facebook chat will only work with fanpages or business pages (not personal facebook accounts).

 

Have absolutely NO restrictions in your fanpage settings (including age, country, messaging, tagging, languages etc.) Live chat will NOT work with ANY restrictions on your fanpage settings.

 

Disable any ‘adblocker’ extensions in your browser settings.

 

You maybe redirected to the Messenger app on mobile browsers IF you meet these conditions.

 

In some cases, Facebook will block a whitelisted domain. We do not know the reason and can not override this. Please contact Facebook support directly to help you in this case.

(Our custom icon will open a New Messenger tab in this case).

 

WordPress users, if you have whitelisted your domain (by copying and pasting your domain url) and the icon still does not display, please embed our code manually using these easy instructions to avoid conflicts with custom themes.

 

A slow internet connection may cause the default chat icon to display slower or not at all. Please choose a custom icon to redirect to Messenger in this case.

 

 

 

On mobile devices, you will be redirected to the Messenger app IF:

 

A. You click on our custom icon before the facebook script loads (Please wait a couple of seconds)

 

B. You have an old operating system or mobile browser.

 

C. Your visitor has not opened Messenger within their mobile browser before. Your visitor will be asked to login OR create a Messenger account and then will not be asked again.

 

D. Messenger will NOT auto open the chat box on mobile devices. Your visitor HAS to click the mobile icon.

 

Please go to your facebook fanpage – messages to see incoming messages from your visitors.

 

Your visitors will see your reply LIVE on your website (you will see THEIR messages in your facebook fanpage).

 

Please install the PAGES MANAGER app on your mobile device to receive messages on mobile devices.

 

You need admin access to your facebook fanpage to see and respond to messages from your website visitors.

Everything ‘inside’ the chat box is controlled by Messenger.

 

 

 

 

Please go to your facebook fanpage or business page “settings – messaging” to create a greeting, instant message and scheduling.

 

 

 

 

 

 

 

 

 

 

 

Facebook will ask your visitors to create a Messenger account if they do not have a Messenger or Facebook account already but with almost 2 billion active users on Facebook/Messenger most of your visitors will already have an account.

This problem is caused when another facebook script on your website is overriding the language settings of our facebook live chat.

 

Example:  //connect.facebook.net/en_US/sdk.js (on your website) should be //connect.facebook.net/pl_PL/sdk.js  (or your language)

 

(en_US = English) (pl_PL = Ex. your language)

 

You may need a developer to help you update the scripts on your website. We can not do this on our end.

 

 

 

 

 

 

 

 

 

 

This is a feature of Facebook to protect your website visitors.

 

 

This message is from Facebook’s spam protection. Only a few of your customers will see this. We can not control who sees this message on our end.

This is a temporary browser cache issue if you leave the facebook chat box open and revisit your website in a short time period.

Your new visitors will see a closed chat box tab. You can test in a private browser window to confirm there is no problem.

Please check your facebook fan or business page is in the correct format.

Use this format https://facebook.com/facebook_page OR  https://m.me/facebook_page.

 

 

Please install the Facebook Pages Manager app to manage mobile notifications for your business facebook fanpage.

 

Be sure your notifications are turned ON for your “Pages Manager” AND your general phone notifications for “Pages Manager”.

 

Also, make sure any ‘Do not disturb’ settings are turned OFF on your phone and ad blockers are disabled.

 

 

Yes, you can use our custom CSS to customize where the icon displays on mobile devices.

 

This is one of our premium features. Your developer will be able to help you once you upgrade or we can do a one-time simple adjustment (such as move icon or change color) for you after you upgrade at no additional charge.

 

This is a facebook ‘bug’ and we have informed them.

 

After opening the chat box on your website, it may automatically scroll to the bottom of your website. Zotabox ‘temporarily adjusts’ by scrolling ‘back’ to the original position.

 

We are waiting for facebook to fix this bug on their end.

 

Thank you for your patience.

Yes, please go to your dashboard – upper right corner to add another website to your zotabox account.

 

 

 

 

 

If you would like to add another Facebook Live Chat to the SAME website, please use our multi-tool feature on the setting page. Multi-tools is one of our premium features.

 

Unfortunately, for technical reasons we can not integrate the facebook live chat with our social mobile bar. The Messenger live chat icon should display above the mobile bar.

 

If you would not like to display your live chat icon on mobile, please choose ‘minimum screen size – tablet’ on the live chat setting page ‘display rules’.

Facebook does not support live chat on Internet Explorer.

 

Our custom tabs will ‘redirect’ customers to Messenger on another IE browser tab.

 

The default Messenger icon does not load well in IE.

Contact Form

If you are not receiving emails with our contact form, please check your spam box and add mailer@zotabox.com to your contact list.

 

If this does not work, try a @gmail.com recipient email address. If this works you may need to tell your local internet service provider to ‘allow’ emails from Zotabox.

 

Category: Contact Form

All correspondence is sent to your ‘recipient’ email address on the contact form setting page.

 

Visitor emails collected by using our contact form can integrate with Mailchimp if you upgrade to our premium plan or added to your email list by checking ‘Add contact to email list’ on the setting page.

 

You can also collect new email subscribers by using one of our email collection tools such as our Email Capture Popup or Email Capture Bar.

 

 

Category: Contact Form

Yes, you can add multiple contact forms (and other tools) to your website using our ‘multi-tool feature on the setting page. Multi-tools is one of our premium features on the pricing page.

 

Category: Contact Form

Yes, our contact form uses Ajax loading/validation technology to prevent spam and robot submissions. Thousands of merchants are using our contact form without any problems.

 

If you receive any messages not from mailer@zotabox.com, then they are not from our contact form (please check to see if you have any other default contact forms installed on your website – even if they are not turned on).

Category: Contact Form

Your customers can attach up to 5 files of 5 MB each.

 

We support most file types except program or executable files.

Category: Contact Form
We can’t set the customer email as sender because our email service only accepts verified email address (mailer@zotabox.com) to forward you messages from your customers.
We set the customer email in the “Reply-To” field in the email header.  So when you click reply, the email will be sent to your customer email address, not our sender email.
Also, when you use our ‘auto-response’ the ‘actual’ sender will be mailer@zotabox.com BUT your customers will see your email address as the sender and reply directly to you. Your customers will NOT see mailer@zotabox.com.
Category: Contact Form

Visitor messages sent using our contact form are delivered via secure Amazon servers. Zotabox keeps a log of messages for 1 week to check for spam. We do not share or review these messages and they are automatically deleted after 1 week.

 

You can ‘collect’ and store your visitor’s email address by clicking the ‘add contact to email list’ box on the contact form setting page and retrieve your new subscribers emails on the dashboard stats.

Category: Contact Form

Yes, you can. Please go to the ’embed form’ tab on the contact form setting page. (Shopify users can find some embed instructions on this page).

 

Category: Contact Form

Yes, please see the tab settings on the setting page to select the ‘No Tab’ option.

 

Category: Contact Form

Yes, you can use our custom CSS to customize where the icon displays on mobile devices.

 

This is one of our premium features. Your developer will be able to help you once you upgrade or we can do a one-time simple adjustment (such as move icon or change color) for you after you upgrade at no additional charge.

 

Zotabox currently does not have the ability to ‘store’ a PDF to send to your customers. We recommend uploading your file to Dropbox or Google Drive and giving your customers the download link.

Category: Contact Form

Promo Bar

This is a temporary browser cache issue. If a customer closes ‘x’ your tool they will not see it again for 1 session (depending on the browser). To test, please open your website in a private browser window.

Yes, please send a ‘bug report’ or contact us at customerservice@zotabox.com to report the conflict (please include your website url). We can usually fix header bar conflicts in 1 business day, no charge.

 

Category: Promo Bar

To remove the ‘Z’ logo on the promo bar, you can upgrade to our premium plan (and get 15+ more premium tools and features at the same time). You can see our pricing page here

Category: Promo Bar

Email Capture Tools

Your email subscribers are on the dashboard https://zotabox.com/dashboard/subscriber.

You can also integrate your new subscribers with some popular email service providers on the settings – email service providers: https://zotabox.com/dashboard/emailservices/

Mailchimp only sends verification emails to NEW email addresses (not addresses already on your mailchimp list or previously deleted from your mailchimp list).

 

Please use a NEW email to test email capture tools. Also, if you click ‘double opt-in’ on the zotabox setting page (https://zotabox.com/dashboard/emailservices/) your customers will need to click the confirmation link in a verification email to be added to your mailchimp list.

 

You can uncheck this box to allow for single opt-in (without verification step).

 

Please make sure first and last name are ‘not required’ in Mailchimp. In Mailchimp, go to ‘Lists’ – ‘Settings’ – ‘List Fields and *MERGE* Tags’.  Make sure First and Last Name ‘Required’ Boxes are UNCHECKED.

 

Mailchimp Required Fields

This is a temporary browser cache issue. If a customer closes ‘x’ your tool they will not see it again for 1 session (depending on the browser). To test, please open your website in a private browser window.

Yes, you can use this code to open a zotabox popup or any tool with a custom link on your website.

Please put this code in your page link URL: #zbwid-Tool ID

 

Or use this code in your HTML source editor:

< a href="#zbwid-Tool ID“>Show any tool< /a>

 

Or use this code in your JavaScript code:

Zotabox.show(Tool ID)

 

You may need a developer to help you.

 

Countdown Timer Tools

The countdown timer will automatically turn OFF when your timer reaches zero. If you see the bar after the timer reaches zero, please refresh your browser – ctrl F5.

Social Accounts

Facebook automatically chooses what images etc to use when your visitors ‘share’ your website. You can ‘tell’ Facebook what images to share by using the following code. You may need a developer to help you.

 

Here are some quick instructions to embed social meta tags to Shopify theme.

You may need a developer to help you.

 

Category: Social Accounts

On some social tools you can choose to allow your customers to ‘share’ your website with their friends OR ‘follow’ your social account. For the ‘share’ option we do NOT need your social account information.

 

Currently, our social mobile tool only allows the ‘share’ option. The ‘follow’ option is available on our other social tools. We hope to add the ‘follow’ option to other tools in the near future. Thank you for your patience.

 

Category: Social Accounts

Please use our free social mobile bar to display social buttons on mobile devices.

 

Category: Social Accounts

Please ‘configure’ your messaging buttons on the setting page.

 

 

 

 

Your website visitors will need to install a QR code reader on their mobile phone to read your code and message you on their mobile device.

 

Your customer must also have the messaging app installed on their phone to message you via Whatsapp, Messenger etc.

 

 

Category: Social Accounts

Instagram only supports the ‘follow’ option, not sharing. Instagram also recently disallowed the ‘follow slider’ option.

Category: Social Accounts

Our social buttons are currently not ’embeddable’. We intend to add this feature in the coming months after we complete our current priorities. Thank you for your patience.

Category: Social Accounts

Your website visitors need to have whatsapp installed on their mobile device or computer to use our whatsapp (contact or share) button.

 

This is a limitation of whatsapp. They currently do not request ‘non-users’ to automatically create an account.

Category: Social Accounts

The share totals (per your website page) come directly from the social networks. Zotabox can not change or alter these totals. To compare your totals to a 3rd party provider, please enter your page url at sharetally.co or sharedcount.com.

 

Some networks, no longer support share totals. Ex. Twitter and G+.

Category: Social Accounts

Facebook or Skype mobile browsers do not support multiple tabs or windows so our social coupon popup will not work in this case.

Category: Social Accounts

Testimonial

We are sorry, the Testimonial tool displays on tablet size screens and larger (they do not look good on smaller mobile screens).

 

Category: Testimonial

Yes, of course. Just upload images of your products and edit the descriptions. Uploading custom images is one of our premium features. Please click here to see our pricing page.

Category: Testimonial