The ChatBot and LiveChat integration

LiveChat is a robust customer service platform that lets you connect with your website visitors in real time. The product helps you deliver high-quality customer service and boost online sales. If you integrate ChatBot with LiveChat, you can combine AI scalability and the human approach into your support services.

Integration benefits

The ChatBot and LiveChat integration helps you improve the quality of your support services and boost your team’s performance.

• The bot can answer popular questions and solve minor problems. It gives your support agents more time to focus on complicated customer issues.

• The bot can work 24/7. This means it can serve customers when your team is off.

• One bot can answer multiple chats at once, lowering wait times. The bot can take up to 500 chats at once.

Integration specifics

There are a couple of things you need to remember while using the ChatBot and LiveChat integration:

• Your bot can be found in the Chatbots section of the Team tab in LiveChat.

• You can choose if the chat should go to the agent and skip the bot if the user is a returning one with the Remember recent agent option.

• ChatBot can perform particular actions only with LiveChat integration, including Transfer and Send transcript.

• By default, the chatbot is assigned to group 0 (General). You can change the group in the Transfer action settings.

• The chatbot can transfer a chat to a human agent, and a human agent can transfer a chat back to the chatbot.

• All chats with the chatbot are archived both in ChatBot and LiveChat.

• All chats the chatbot handles are automatically tagged as chatbot. Chats transferred to human agents get an additional tag: chatbot-transfer.

LiveChat actions for ChatBot

LiveChat offers extra features to help you better communicate with customers using ChatBot.

The Tickets feature is no longer available with the ChatBot and LiveChat integration. If you created a ChatBot account after May 11, 2023, use the HelpDesk integration to collect support tickets via ChatBot.

The Tickets feature is no longer available with the ChatBot and LiveChat integration. If you created a ChatBot account after May 11, 2023, use the HelpDesk integration to collect support tickets via ChatBot.

• Transfer allows you to pass ongoing chats to human agents when human expertise is needed.

• Create ticket lets the customer create a ticket and leave a message for your support team.

• Transcript enables you to send chat transcripts to a defined email address.

• Tag chat lets the chatbot tag ongoing chats so that you can easily find them in the Archives.

• Goal helps you set goals for your chatbot conversation to easily track them.

Additionally, LiveChat integration supports rich messages that allow you to use cards, buttons, carousels, and quick replies to create your chatbot replies. They make your conversation more dynamic and engage the user.

Frequently Asked Questions

• **Can I send chat transcripts to my email with LiveChat?
  **Yes. You can send chat transcripts directly to your mailbox.

• **Can I turn the bot off when needed?
  **You can plan your bot’s availability in the work scheduler offered in the LiveChat Business and higher plans. You can also turn the chatbot on and off manually.

• **Can I take over the chat from the bot?
  **Yes, you can see the chat in real-time with the Supervise option in LiveChat and take over the chat anytime in the LiveChat app.

• **How is the information collected in the pre-chat saved in ChatBot?
  *The collected information is later passed to ChatBot as default attributes with the default_ prefix, which you can use in your bot flow. 

  Keep in mind that questions from the survey will be passed to ChatBot in the same form along with the default_* prefix. E.g., Question: “What is your phone number?” will be passed as the default_Whatisyourphonenumber attribute, and the number will be the value of this attribute. Remember that the characters here are case-sensitive.

• **How can I delete a bot from my Agents list in LiveChat?
  **You can do so by going to the Chatbots list and selecting the chosen bot. Next, select the 3-dot symbol. Find the option to Delete ChatBot at the bottom of the menu.

  Make sure you’re the person responsible for creating the bot. If you’re not the one who integrated the bot with your LiveChat account, you won’t be able to delete it.

  If the person who created the bot is no longer available to delete the bot, please contact us at support@chatbot.com and we’ll take care of that for you.

• **I have LiveChat greetings turned on, but the bot sends a fallback message once the user selects the button.
  **If your customers are sent a fallback message, the bot can’t recognize the phrases attached to your greetings. You’ll need to replace the phrases within your bot flow for the proper bot reply to be sent. Find more information on how to set it up.

• **My customers are greeted twice by the bot. How do I fix this?
  **This happens because two greetings are set up — one from LiveChat and one from ChatBot. It’s not possible to remove your LiveChat Welcome message. What you need to do is edit your bot flow — remove or edit your Welcome Message. You will find it at the beginning of your bot flow.

• **How to ask for personal information before the chat starts?
  **You can use the pre-chat survey in LiveChat to gather data from your customers so that you can contact them later and have all the relevant information at hand. Additionally, you can use attributes such as the Name to make the bot address your customers in a more personal way.

• How can my customers rate the chat after it ends? You can use the post-chat survey in LiveChat, a useful tool for checking what your customers think about your support or the chat with the bot.

• **How many chats can the bot/my agents take at once?
  **Your agents and the bot can handle up to 500 chats at once.

Read more:

• LiveChat <> ChatBot installation guidelines

• LiveChat FAQ

• You’ve added LiveChat to ChatBot. What’s next?

• Bot responses