« ChatBot

ChatBot: add a bot to LiveChat

Jacob Firuta
3 min read
updated: Jul 2, 2019

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 a ChatBot account and create a story (a scenario your bot will follow in a conversation with users).

  1. Log in to your ChatBot account and head to Integrations.
  2. Click on LiveChat.

ChatBot LiveChat Integration: Go to Integrations and select LiveChat

  1. Next, click on Sign in with LiveChat .

ChatBot LiveChat Integration Click on Sign in with LiveChat

  1. Then, log in with your LiveChat credentials. Type in your e-mail and password (the same you use to log in to LiveChat). Click on Sign In.

ChatBot LiveChat Integration: Sign in to your LiveChat account

Now, it’s time to set up a bot for your account.

  1. Select a story you want to use.
  2. Next, click on Create bot.

ChatBot LiveChat Integration Choose a story to create a bot

  1. Enter your bot’s name (you can change it later).
  2. Enter an e-mail that should be assigned to the bot (your e-mail “+chatbot” is filled in by default).
  3. Keep Remember recent agent on if you want returning users to be connected directly to the agent they’ve already talked to. Turn it off to direct all incoming chats to a bot.

ChatBot LiveChat Integration: Configure bot agent's details

  1. Finally, click on Confirm to save your bot agent.

ChatBot LiveChat integration: Click on Confirm to add a bot to LiveChat

Ta-dah! The bot is now ready to handle chats with customers. You can preview its performance and edit it in the Agents section in the Agent App.

ChatBot LiveChat Integration: Preview and edit a bot agent in the Agent App

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 conversations 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 conversations 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 — redirect chats from the bot to agents;
  • create ticket — let the customer decide if they want to create a ticket that will be solved by a human agent;
  • transcript — set a point in the story where a transcript of the conversation is sent to a predefined e-mail address;
  • close chat — close the conversation when its final goal has been reached;
  • tags — let the bot tag chats;
  • goals — add goals to your scenarios to measure how well your bots are performing.

How to disable a bot

  1. Go to Integrations and click on LiveChat.

Chatbot LiveChat Integration Select LiveChat integration

  1. Turn off the switch (so it grays out).

Chatbot LiveChat Integration: Turn off the toggle button to disconnect a bot

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.

Chatbot LiveChat Integration Select LiveChat integration

  1. Click on the delete icon.

ChatBot LiveChat integration: Click on the delete icon

  1. To finalize, click on Confirm

Chatbot LiveChat integration: Click on confirm to delete a bot from LiveChat

You’re 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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