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Livechat Integration

Updated by Vaishnavi

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Livechat Integration

Overview

Livechat's integration enables Enterpret to directly ingest data from customer's support conversations into Enterpret's data pipeline.

We require OAuth to ingest data through the LiveChat API. The default polling interval is four hours; your integration may use a different configured schedule.

How it works

Initial import time depends on the configured history range, source volume, API access and rate limits, and Enterpret fetching and processing. The polling interval is not an import-completion or first-arrival guarantee. Contact your Enterpret team to confirm the intended history range or investigate missing records.

Whenever someone responds to a conversation outside the 4 hour interval, Enterpret ingests the entire conversation and not just the new message. While this would create multiple copies of the same conversation inside Enterpret, it does not affect the data count while conducting an analysis inside Enterpret.

Enterpret ingests only resolved customer support conversations. If someone hasn't responded to customer support questions, then we do not ingest that data.

Configure

  1. Go to https://dashboard.enterpret.com/

  2. Click on "Sign in with Google" and log in with your work email

  3. Once you have logged in successfully, click the logo icon on the left sidebar to open the navigation menu, then select Integrations.

    Integrations selected from Enterpret's account menu.

  4. Click on the "+ New Integration" button.

    New Integration button at the upper right of Enterpret's Integrations page.

  5. Choose "Livechat" from the presented options, by clicking the "Connect" button in front of it.

    LiveChat entry with its Connect button highlighted in the integration picker.

  6. You will be redirected to the Livechat login page. Login using your Livechat account credentials.

    LiveChat sign-in page with business email, password, and single sign-on options.

  7. Allow Enterpret access to your Livechat workplace.

    LiveChat authorization screen asking to allow Enterpret account access.

  8. Once the above step succeeds, you would see Livechat as a "Connected" integration in your account.

    LiveChat listed as Connected in Enterpret's Integrations page.

Analyze this feedback with Enterpret Agent

Once this integration's feedback is available in Enterpret, use Enterpret Agent to investigate themes, summarize customer requests, and prepare reports. Specify this source and the reporting period in your request. For daily reports, weekly digests, and recurring reporting, configure scheduled Agent automations with Slack or email delivery.

This guide covers feedback ingestion. Agent connectors are a separate setup for reading external context or taking supported actions in other tools; connecting a feedback source does not automatically authorize those actions.