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Using Google Docs to archive chats

by Jacob Firuta

You can easily connect Google Docs with your LiveChat to store chat transcripts using Zapier.

This can come in useful if you need to keep a record of all your chats outside LiveChat or if you’d like to give access to them to other people without giving them access to your LiveChat (for example if you or your managers do conversation reviews for agents).

Configuration

To get started, log in to Zapier and click on the Make a Zap! button.

Making a Zap in Zapier

Next, select LiveChat as the triggering application and Google Docs as the action application.

Selecting LiveChat and Google Docs

Click on the Choose a Trigger button and pick the Finished Chat option from the list.

Selecting a trigger for LiveChat

In the same manner, click on the Choose an Action button and select the Copy Document from Trigger option.

Copying a Document from Trigger option

With this kind of setup, whenever a chat ends it will be automatically stored in your Google Docs. Click on the Continue button to proceed.

Proceeding with the installation

Next, you will need to provide your LiveChat account details. Enter the name for your account, your license number and your API key. Click on Continue to proceed.

Entering LiveChat details on Zapier

Click on the Continue button again.

Proceeding with LiveChat account setup

You will need to connect your Google Docs Account to proceed. Click on the Connect a Google Docs Account button, name the account and select a Google Account you want to use.

Once that’s done, click on the Continue button.

Connecting your Google Docs Account

You can then decide if you want to filter particular chats. For the purpose of this tutorial, we won’t filter any chats and simply proceed by clicking on the Continue button.

Next, you will need to provide the Title and File for the chat. Click on the Insert LiveChat Fields button in the title section and select Chat ID. Click on the Insert LiveChat Fields button and select the Chat Transcript option. Press the Continue button to proceed.

Selecting Chat ID and Chat Transcript options

All that’s left to do is to test the trigger. Click on the Test LiveChat trigger button. Follow the test instructions to finalize the setup. When the test is done, click on the Continue button.

Finishing the Zap test

Finalize the setup by naming the Zap and turning it on. Click on the Turn Zap On to wrap the integration up.

Turning the Zap on

From now on, all your finished chats will be stored to your Google Docs account. You can filter these results to a specific set of chats by using the aforementioned filtering options.

If you are using the data from your pre-chat surveys, make sure all the fields are marked as required. Otherwise, the integration may not work if the visitor doesn’t provide any data.
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