LiveChat is an online customer service software with live support, help desk software, and web analytics capabilities. It allows you to embed chats on your website and mobile platforms to boost your quality of service.
Imagine that a client wants to ask you a question about your product on your website. The LiveChat integration will search for data in amoCRM and all the information found will show in your chat window. After the chat is closed, the data will go straight into amoCRM.
Here is what we'll cover in this article:
Let’s take a quick tour of LiveChat and set it up on your website. First of all, you will need to register a LiveChat account.
Now, login into your LiveChat account and go to the Settings page. Then, go to the ‘Chat window’ section and choose ‘Customization’. Here you will be able to edit and style your chat window.
In the section Language, you will also be able to choose the default language and setup a welcome message:
When your chat window is ready and looks amazing, we can embed it on your website. To do this, let’s go to the ‘Channels’ section and choose the ‘Chat widget’ tab:
Now, press ‘Install on the web’, copy the code, and paste it into your website codebase. There is a video at the bottom that will show you how to do this. You can also ask your developer for help.
You can also use the chat link to test your setup or to share it with a client. To do this, go to the ‘Chat link’ tab:
Let’s copy the link and paste it in our browser. LiveChat will prompt you to enter your name and email to start your chat. Now you can start testing your setup:
The message and contact data will appear in the Chats section immediately:
Now that our chat is setup, let’s integrate it with amoCRM.
LiveChat integration is configured in the LiveChat settings page. It’s not necessary to install the widget in amoCRM itself.First, go to your LiveChat account and visit the Settings page.Choose the Integrations tab, then click on the Webhooks section and press 'Add a webhook':
There are two actions that you can implement with this integration: show data from amoCRM in the LiveChat Chat window and send data to amoCRM after the chat is finished. For both you will need to create a separate webhook.
Now, you will need to choose an event - it’s a condition that determines when the webhook will fire off. For the first webhook you will need to choose the ‘chat starts’ event and for the second one - ‘chat ends’.
In the Data type section, check all three.
One last step is to copy the url to where the webhook will land. To do this, you will need to go to your amoCRM account, then to the Settings page and choose the Integrations section. Now, look for the LiveChat widget and open it.
Copy and paste the url from the widget’s settings into the webhook
After you follow all the steps above and add a webhook with the ‘chat starts’ event, amoCRM will perform a search for contact data. If the information is found, you will see all the amoCRM fields in the ‘Integrations data’ section to the right. Please note that if the contact is not found, this automation won’t be executed
For this action, you will need to create a webhook with the ‘chat ends’ event described above.
Please note that the LiveChat integration only creates Contacts in amoCRM, not Leads. However, you can easily set this automation up in Zapier
To close a chat, press on the three dots on the top left corner of your chat window and choose ‘x Stop this chat’ option
Now, the contact will be created in amoCRM with the entire conversation attached to it: