Beetil

Beetil now integrates with LiveChat! You can now insert the transcripts of chats you’ve had with your customers into any of the note fields of an incident.

LiveChat (www.livechatinc.com) is a feature rich, multi-platform real-time chat application that allows you to engage with users that visit your site, allowing your visitors to chat directly in real time with your sales or support team. The kind folks over at LiveChat have also offered a generous 30 day trial instead of the usual 14 day trial if you sign up using the Beetil partner code (https://www.livechatinc.com/signup/?partner=beetil). Head on over there, sign up, and give our LiveChat integration a whirl!

There are two ways you can use the Beetil/LiveChat integration: search through your chats and paste one into an existing incident; or create a new incident from a chat.

To paste a chat into an existing incident you will first need a customer assigned to that incident. Customer information now appears in the right-hand side and you will see a ‘chats’ link near their customer card icon on the top right. Clicking this link will take you to the LiveChats tab in the customer pop-up.

In the LiveChats tab you can see the last 20 chats for that customer. Click on a chat row to preview the transcript in full. Once you’ve found the chats you are looking for (you can choose more than one) tick their checkbox and choose where in the incident you want the transcripts to go then click Save. The transcripts will automatically get pasted into the desired incident field.

Alternatively you can create a new incident from a chat in the People tab. Go to a customer’s page and click on their LiveChats tab. Select a chat, choose which field you’d like the transcript to appear in and click save to create a new incident.

To set it up your Beetil/LiveChat integration go to Manage Account -> External Apps -> Add New External Application. Select LiveChat from ‘Available External Applications’ and enter your LiveChat email address and API Token (as provided to you by LiveChat). Click save and you should see the LiveChat External Application created.

What happens behind the scenes is Beetil asks the LiveChat API for all the chats that contain the customer’s email address. When a customer chats to you on LiveChat they are presented with a pre-chat survey and by default are asked for their name and email address. Beetil relies on the email address gathered from this pre-chat survey.

With LiveChat you can place their javascript code within your own websites and online products. This enables real-time discussion with your visitors to increase the chances of converting them to customers or just provide more effective support for your users. As an added bonus you can capture all the documentation in Beetil.

As always, we’d love to hear your feedback. Drop us a line at support@beetil.com or log your thoughts and suggestions via Feedback in Beetil or via your Beetil Support customer portal logon.

Tags: 3rd party, livechat

This entry was posted on Friday, October 14th, 2011 at 7:22 am and is filed under 3rd Party Integrations. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.