How to Integrate LiveChat in Helpmonks


#1

LiveChat integration for Helpmonks

With the LiveChat plugin enabled you can route offline messages made in LiveChat available as email conversations. In addition, any message that gets unanswered in LiveChat will be captured byt this plugin and also made available as a email conversation. Last but not least, when you enabled the Helpmonks extension within LiveChat, you will be able to see the customer information and his recent conversations right within the LiveChat application.

LiveChat published a tutorial that might be helpful: https://www.livechatinc.com/kb/helpmonks-livechat-communication-in-one-place/

Ticket routing

With ticket routes you can capture messages that visitors leave in LiveChat and re-route them to your mailbox If you have LiveChat deployed on more than one website you can use the “filter” to tell the route to which mailbox the message should go to.

Chat routing

With chat routes you can capture messages that an agent might have missed or when users chat while no agent is available (in case you want to accept chats). The chats will then go to the assigned mailbox. Again, if you have LiveChat deployed on more than one website you can use a “filter” direct the message into a specific mailbox.

LiveChat App and Helpmonks

With the Helpmonks LiveChat App extension enabled you will see the customers information and his recent conversation in Helpmonks within the LiveChat App in real-time.

Please note that you will need to capture the email address of the users in LiveChat, i.e. turn on Pre-Survey or else this will not work.

When the Helpmonks app is enabled in LiveChat you should see a Helpmonks button in the upper right corner. Clicking on the Helpmonks icon will reveal the information. This works when you are in a chat with the customer, when you browse the chat archives or within the Visitor logs.