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Why use LiveAgent CRM?

Convertalk integrates with LiveAgent to automate customer support and enhance ticketing systems. By combining Convertalk’s AI-driven chatbot with LiveAgent’s live chat and helpdesk capabilities, businesses can provide instant responses to common queries, automate ticket creation, and efficiently manage customer interactions. This integration streamlines workflows, reduces response times, and improves overall customer service productivity.

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Benefits of using LiveAgent CRM:

  • Instant Customer Support: Automate responses to frequently asked questions, reducing customer wait times.
  • Efficient Ticket Creation: Automatically generate and categorize support tickets based on chatbot interactions.
  • Seamless Agent Handover: Transition smoothly from chatbot to live agents for complex issues, ensuring an uninterrupted support experience.
  • 24/7 Availability: Provide continuous support by automating chat interactions, ensuring customers receive assistance at any time.

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Step 1 of 5: Login to Convertalk Account and Select Application to Integrate

a, Login to your Convertalk account. Now, select and click the Bot you want to integrate with LiveAgent CRM. Click on the**‘Integrate tab.’** b. The Integrate Window Will Open up. Select the **‘All Integrations’ **Tab. c. A list of all native integrations for Convertalk will be available in this window. d. Now find LiveAgent CRM by:-
  • Either by scrolling down the list or,
  • by typing ‘LiveAgent CRM’ in the Search Box with the placeholder “Search Integration By Name”
e. Now Click On The ‘Connect’ Button As Shown f. An Interface, as shown below, will open up. Here, you will be asked to enter the APi key and APi URLthat you will get by logging into your LiveAgent account.

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Step 2 of 5: Find your Authorization Key/Token in App Account

To get the API key, login to the LiveAgent account. While logged in as an admin navigate to Configuration> System> API which loads the API v3 section where you find your APi URL, and existing API keys. If you don’t find APi key, click ‘AddAPi key’. Copy the APi Key.

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Step 3 of 5: Enter Authorization Details and establish connection with your App

a. Enter LiveAgent APi key and APi URL. Click the ‘Connect’ Button to complete integration of Convertalk with LiveAgent. b. If you have entered all the details correctly, you will see a notification that says, “Integrated Successfully.”

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Step 4 of 5: Set up Mapping Parameters

a. Now, as connection of the Convertalk and LiveAgent is established, you need to map parameters (fields) of LiveAgent CRM to the user response of the Convertalk question. You can use the +Add Parameters button to add more fields. For example, you select a question from All bot questions/components: Please provide your name? Then, you map it with the parameter -Name As a result, this mapping will enable integration to send the user’s response from Convertalk to the LiveAgent’s **Name **field in the leads. Similarly, in order for integration to work properly, you will require to map all other questions/ components of your Bot to LiveAgent CRM fields. Please note that these queries/questions options will be auto fetched from your bot chat flow, So, make sure you configure your chat flow first. b. If you have entered all the details correctly, you will see a notification that says, “Mapping successfully. b. Also, your LiveAgent integration will show the message **Installed **in the Integration List.

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Step 5 of 5: Test your Integration Set up with Data

Once you have established a connection between ** Convertalk** and LiveAgent CRM, and the mapping is complete, you are ready to go for your first test lead. You can test your integration setup by creating a dummy lead on the bot. This lead should appear in your Convertalk dashboard as well as in the LiveAgent that you have integrated.

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Still Not Working, Let’s Troubleshoot!

If you are not getting dummy lead from your Bot to LiveAgent CRM, it may be due to the multiple reasons:
  • Wrong Authorization Details added- You will be required to check and see if all the authorization credentials such as API Token, API key, and/or URL has been entered correctly.
  • Wrong Mapping Set up - Your mapping with Convertalk Question and CRM parameter is either incorrect or you haven’t added any mandatory parameter.
  • Free plan- You are not subscribed to the paid plan on Convertalk as integration works only in paid plan.