In order for the integration and historical data import to work properly, you will not need to purchase a license or seat for your virtual agent but must be using LiveChat version 3.
You can request an upgrade from LiveChat Support, only conversations that happened after the upgrade will be ready to import.
The Ultimate virtual agent operates as a virtual agent on the LiveChat license. LiveChat has two types of agents:
Virtual agents are generated programmatically (by Ultimate) using the credentials of an Admin human agent account.
Step 1: Create a bot group and add the virtual agent
To create a bot group for the Virtual Agent:
- In LiveChat, go to Agents > Groups, then click Add new group.
- Add the chatbot automatically generated by Live Chat (the name would be the same as in Ultimate's Dashboard) there as the primary member
- Under Agents > Chatbots, ensure your agent is online
Step 2: Select LiveChat as the integration platform
- Login to Ultimate's Dashboard and select your bot
- Go to Settings > CRM Integration > click Add Integration
- Select LiveChat from the drop-down
Step 3: Authorize LiveChat
Once LiveChat has been added as your CRM integration platform, you will need to authorize a connection between Ultimate and LiveChat. By approving the authorization a chatbot object/account will be created on behalf of the Ultimate virtual agent - the chatbot account will have the same name as your bot account in Ultimate.
- Under Authorization, click Authorize
- Click Allow when prompted
- The button should say Unauthorize when done
If already logged into LiveChat (https://my.livechatinc.com/home), a new window will briefly appear in the browser
If not already logged into LiveChat, make sure to log in using the credentials of an Admin human user
If authorization doesn’t work, remove your ad blocker for our Dashboard and try again.
Step 4: Enable the Automation Engine
Enable the Automation Engine by switching the toggle.
After this is done, you will see your new Virtual Agent in Agents > Chatbots in LiveChat - which means, you will not need to purchase a license or seat for your virtual agent.
Step 5: Define Integration Parameters
- Under Automation Integration Settings, click Integration Parameters
- In the drawer under Connection Settings, define the escalation logic
- Transfer Group is the department where the bot escalates conversations to - your humans
- The virtual agent group should be selected from the member of groups dropdown list.
Your virtual agent, the bot, can NOT be in the same group as the human agents. The exception is the General Group, where every agent both human and bot are listed.
Step 6: Set the routing rules within LiveChat
- Go to Settings > Chat Settings > Routing Rules (or https://my.livechatinc.
- Check if there are any existing rules that are directing the traffic to the human group
- If yes: update this rule to send traffic to the new bot group
- If no: add a new rule (see picture below as an example) that routes to the bot group first
Locale based Routing
Use URL Rules (Settings > chat settings > URL Rules) to direct users to the correct group according to URL (for example visitors in url store.co.uk > EN bot group, Visitors in url store.fr > FR bot group)
On Ultimate select the relevant transfer group
Step 7: Test the bot
To test the bot, LiveChat has a chat page that can be used immediately. To access it,
- In LiveChat, go to Settings > Channels > Chat page
- Next to Setup for group, select the bot group created
- You will see a link under Your chat page link
- Open that link in a new tab and chat to your bot