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2 // A Guide to the Talkdesk and LiveChat Integration // table of contents // 01 // Overview & Advantages of the Talkdesk and LiveChat Integration // // 4 Ways to Use the Talkdesk and LiveChat Integration // 07 // Readily Available Caller Profile Information // 09 // Review Previous Interactions // 10 // Call LiveChat Contacts Directly From Talkdesk // 11 // Search for LiveChat Contacts From Talkdesk // // Activate the Integration // 13 // Get your LiveChat Credentials // 14 // Activate the LiveChat Integration in Talkdesk // 15 // Setup Talkdesk Webhook on LiveChat // 18 // 2

3 // Introduction // Welcome to Talkdesk! // talkdesk was built with the agent in mind. We made sure that everything you should know about each customer pops up on your computer screen, when they call. Talkdesk makes it easy for you to answer, make calls, edit customer information and write notes about your calls. This manual will help with the Talkdesk and LiveChat integration and provide more information about the functionality. We really hope Talkdesk makes your job easier and that you love it as much as we do! // 3

4 // A Guide to the Talkdesk and LiveChat Integration Overview & Advantages of the Talkdesk and LiveChat Integration 1 // 4

5 // Overview & Advantages of the Talkdesk and LiveChat Integration // The Talkdesk and LiveChat integration makes customer support simple and more efficient. // With this integration, when a chat with a customer is finished, a new contact will automatically be created in Talkdesk with all of their information (including the chat transcript and the profile data). Having this information as well as call logs, call recordings and support tickets, allows your agent to have a more complete overview of the customer when they call. With this integration, your entire team will be up to date and will be able to provide a more customized experience to your customers. The Talkdesk and LiveChat integration makes customer support simple and more efficient. Here are some of the advantages of this integration: // 5

6 // Overview & Advantages of the Talkdesk and LiveChat Integration // Integrate each of your business tools with Talkdesk. Integrating your LiveChat, helpdesk system and CRM with Talkdesk will increase the power and efficiency of your team. // Know everything about the caller. Enrich customer profiles with chat transcripts and offline messages from LiveChat, support tickets and recordings from calls and voic s. // Solve support issues faster and provide amazing customer support, by giving your team comprehensive information about the customer. // Call customers with one click. When a customer chats with your agent, their information will automatically be stored in Talkdesk. Your agents can call them at any time with one click. The Talkdesk and LiveChat integration will streamline your support process, enhance agent knowledge about your customers and increase customer satisfaction. // 6

7 // A Guide to the Talkdesk and LiveChat Integration 4 Ways to Use the Talkdesk and LiveChat Integration 2 // 7

8 // 4 Ways to Use the Talkdesk and LiveChat Integration Here are four of the most powerful functions of the Talkdesk and LiveChat integration: // Readily available caller profile information // Review previous chat, phone and interactions // Call LiveChat contacts directly from Talkdesk // Search for LiveChat contacts from Talkdesk // 8

9 // Readily Available Caller Profile Information 2.1 // Readily Available Caller Profile Information With Talkdesk, you can integrate chat transcripts from LiveChat, tickets and cases from your helpdesk system and customer information from your CRM to gain a more complete view of the caller. With all of this information immediately opening in your agent s browser as the phone rings, they will always know everything about the caller. // 9

10 // Review Previous Interactions 2.2 // Review Previous Interactions LiveChat transcripts and details will be logged into the customer s Talkdesk profile as soon as the chat ends. This eliminates the need for agents to manually update all systems with pertinent chat information and also ensures your customer profiles are always up-to-date. With Talkdesk, you can be sure that your agents are accessing the most accurate information at all times. // 10

11 // Call LiveChat Contacts Directly From Talkdesk 2.3 // Call LiveChat Contacts Directly From Talkdesk Agents can call LiveChat contacts directly from Talkdesk with the click of a button and identify existing ones when they call. You can also view comprehensive information about the caller as the phone rings. // Identify the phone number that was called. // Mute the call, place the call on hold or transfer the call to another agent. // 11

12 // Search for LiveChat Contacts From Talkdesk 2.4 // Search for LiveChat Contacts From Talkdesk With Talkdesk, your agents can easily search for customer information and review chat transcripts. They can also view a list of all customers who have chatted with your team using LiveChat and access their chat details while they are on the phone. In Talkdesk, click on the contacts tab. Select livechat from the dropdown list in the search bar (this step is helpful, but not necessary). Select the search criteria phone, company ) from the dropdown list. Click search. (i.e. name, , // 12

13 // A Guide to the Talkdesk and LiveChat Integration Activate the Integration 3 // 13

14 // Get Your LiveChat Credentials LiveChat integration setup is quick and easy. No programming is required, just enter your LiveChat account information and the integration process is complete. Follow these steps to activate the integration: 3.1 // Get Your LiveChat Credentials To complete this step make sure that you have an active LiveChat account as you will need your licence ID. To obtain you LiveChat license ID, please follow the instructions below: // Log into your LiveChat account. // Click settings on the top menu and then select channels from the left sidebar. // In the Installation section, you can easily find your License ID (a 7-digit number). Copy this string so you can use it later in Talkdesk. // 14

15 // Get Your LiveChat Credentials Activate the LiveChat Integration in Talkdesk 3.2 // Activate the LiveChat Integration in Talkdesk Follow these steps to activate the integration: // Log into your Talkdesk account as an Administrator. // Click on the admin tab at the top of the page. // Select the integrations tab and click on the LiveChat connect button. // Fill out the form with your LiveChat credentials. // 15

16 // Activate the LiveChat Integration in Talkdesk You will need to enter the License ID from the previous step. Then select the appropriate boxes to synchronize contacts and chat interactions. // 16

17 // Activate the LiveChat Integration in Talkdesk Once you have completed these steps click save. You re almost finished! Read the next section Setup Talkdesk Webhook on LiveChat for the final step. note: You will only see contacts and interactions that happened after the integration was activated. // 17

18 // Setup Talkdesk Webhook on LiveChat 3.3 // Setup Talkdesk Webhook on LiveChat You will need to configure LiveChat to send chat transcripts to Talkdesk. // Click on the settings tab on the top of the LiveChat page. // Select integrations on the left sidebar and then webhooks. // You need to fill out the form first then click add a webhook. Event: chat ends Data type: check all the boxes Target URL: the URL that you got from the Talkdesk integration page (check the License ID field of the previous step) The Talkdesk and LiveChat integration is now complete! // 18

19 // A Guide to the Talkdesk and LiveChat Integration Thanks and we hope you love using Talkdesk as much as we do! Talkdesk is as powerful as enterprise call center software with the simplicity and price of a business phone. Feel free to contact us at support@talkdesk.com if you have any issues, suggestions or just want to say hi! Share This Guide // 19

20 // A Guide to the Talkdesk and LiveChat Integration // 20