LiveChat: Installation Guildelines

Kacper Wiącek
3 min read
updated: Dec 13, 2020

With ChatBot you can build a bot with no coding skills. It can provide round the clock support and take a thousand chats at the same time, as a result giving your agents more time to work on difficult cases. What is more, bots can send rich messages and use LiveChat exclusive actions.

How to integrate LiveChat with ChatBot

To begin, you need to create or log in to a ChatBot account and create a story (a scenario your bot will follow in a chat with users).

  1. Log in to your ChatBot account and head to Integrations.
  2. Select LiveChat from the list.
  3. Next, click on Add new bot.
  4. Click on Sign in with LiveChat.
  5. Type in your e-mail and password (the same you use to log in to LiveChat). Click on Sign in.
  6. Now, it’s time to set up a bot for your account. Enter your bot’s name (you can change it later).
  7. Select a story you want to use.
  8. Choose routing priority. There are three options: all chats go to bot first, bot acts as a regular agent (chats are assigned to bots based on routing rules for agents), bots get chats when no agent can take them.
  9. Finally, click on Add bot. Ta-dah! The bot is now ready to handle chats with customers. You can preview its performance and edit it in the Bots tab in the Agents section.

How bots work in LiveChat

Here are a few basic rules bots live by:

  • they become one of your agents and take up a seat;
  • all chats go to a bot by default; you can change this using the Remember recent agents option;
  • they are able to transfer chats to human agents, and human agents can transfer chats back to the bot;
  • all chats with a bot are archived both by ChatBot and LiveChat.

LiveChat exclusive bot actions

ChatBot integration with LiveChat provides you with a few exclusive features:

  • Transfer — transfer ongoing chats to human agents when human expertise needed.
  • Create ticket — allow customers to create tickets.
  • Transcript — set a step of the scenario that sends chat transcript to the defined email address.
  • Close chat — close the chat when its final goal is reached.
  • Tags — let the bot tag ongoing chats and stay organized.
  • Goals — use goals to track successful purchases, satisfying help and visited websites.

How to disable a bot

  1. Go to Integrations and click on LiveChat.
  2. Turn off the switch (so it grays out).

That’s it, the bot has been disabled and all chats will be directed to agents. If you change your mind, you can enable it again, by turning on the switch.

How to delete a bot

  1. Go to Integrations and click on LiveChat.
  2. Click on the three dots icon to open a new menu. Select Delete bot.
  3. To finalize, click on Confirm.

Your bot has been deleted. To connect a bot again, you need to integrate LiveChat with ChatBot again.

Want to know more about bots? Check out these articles:

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