ChatBot: Add a bot to LiveChat

Alicja Pawliczak
4 min read
updated: Jul 7, 2020

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.

Add LiveChat to ChatBot in Integrations

  1. Select LiveChat from the list**.**

Select LiveChat from the list of ChatBot integrations

  1. Next, click on Add new bot .

ChatBot LiveChat Integration Click on Sign in with LiveChat

  1. Click on Sign in with LiveChat.

  1. 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. Enter your bot’s name (you can change it later).

  1. Select a story you want to use.

ChatBot LiveChat Integration Choose a story to create a bot

  1. Choose routing priority. There are two options: all chats go to bot first, or bots get chats when no agent can take them.

The priority in the ChatBot panel is set for the General group in LiveChat. Please see below on how to set up the bot priority for your other groups.
The priority in the ChatBot panel is set for the General group in LiveChat. Please see below on how to set up the bot priority for your other groups.

To set the priority for your bot in groups other than General, please go to Agents>Groups in the LiveChat app, double-click on the group you want to edit, add your bot as an agent to this group, and select the priority for the bot. For a more detailed step-by-step instruction with screenshots, see this article.

In groups other than General, there are three priority levels to choose from:

Bot - all chats go to the bot first

Primary - bot is treated as a regular agent

Secondary - bot gets chats when no agent can take them.

  1. Finally, click on Add bot.

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

How bots work in Livechat

Here are a few basic rules bots live by:

  • they become one of your agents and if you are on our legacy ‘pay-per seat’ business model, bots take up a seat;
  • with the ‘all chats go to a bot first’ setting, by default every customer will chat with the bot; you can change this using the Remember recent agent option to connect returning customers directly with an agent;
  • 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.
  2. 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.
  2. Click on the three dots icon to open a new menu. Select Delete bot.

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

Your 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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