LiveChat Integration

Supportbench knowledgebase team

29-Mar-2018

LiveChat is allows you to chat directly to your customers.  Supportbench can leverage LiveChat in a multitude of ways giving you seamless integration between the two platforms.

Agent App Features:

• View visitor information from your Supportbench account.
• View visitor case information from your Supportbench account.
• Create new cases for that visitor.
• Add visitors to your Supportbench contacts.

Webhook Features:

• Create chats as cases automatically after a chats ends.
• Create offline messages as cases going directly into your queues.
• Create tickets as cases going directly into Supportbench.

How to enable LiveChat integration within Supportbench

1. Login to your Supportbench instance.
2. Go to Configuration -->Integrations --> LiveChat
3. Select "Enable Integration".
4. Select the default division (if you have more than one), queue, and priority.
   _{*these items can be overwritten by creating new workflows on chat / offline case creation.}

How to setup your agent app

1. Login to your LiveChat console and click on "Apps" in the navigation bar.
2. Search for the app "Supportbench".
3. Install the app.

How to setup a Webhook to create a new case on chat end

1. Login to your Supportbench instance.
2. Go to Configuration -->Integrations --> LiveChat.
3. Copy the Webhook URL to your clipboard.
4. Open your LiveChat instance and click on "settings".
5. On the left hand navigation menu, select "Integrations" --> "Webhooks".
6. Choose the event "chat ends".
7. Select all the data types available (chat, visitor, pre_chat_survey).
8. Enter the Webhook URL you copied from #3.
9. Click on the button "Add Webhook".

How to setup a Webhook to create a new case on ticket creation

1. Login to your Supportbench instance.
2. Go to Configuration -->Integrations --> LiveChat.
3. Copy the Webhook URL to your clipboard.
4. Open your LiveChat instance and click on "settings".
5. On the left hand navigation menu, select "Integrations" --> "Webhooks".
6. Choose the event "ticket is created".
7. Select all the data types available (ticket).
8. Enter the Webhook URL you copied from #3.
9. Click on the button "Add Webhook".