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Integrating LiveAgent with CustomerSuccessBox

Overview

CustomerSuccessBox supports integration with LiveAgent to pull in conversations and associated metrics. In this article, we list out the steps and requirements to integrate LiveAgent with CustomerSuccessBox. 

Why should I integrate with LiveAgent?

Integrating LiveAgent with CustomerSuccessBox enables you to 

  • View support conversations raised by each customer in one single place
  • View Service metrics
  • Configure Risk Alerts on Overdue Tickets, Total Tickets Raised, Critical Tickets
  • Set up  Service Health
  • Segment Accounts on Overdue Tickets, Total Tickets Raised, Critical Tickets

Authorizing Access to LiveAgent

Follow the steps below to authorize CustomerSuccessBox access to Intercom

  1. Log-in to your CustomerSuccessBox instance 
  2. Navigate to the Integrations Hub from Settings > Integrations
  3. Find and click on LiveAgent under Available Support Integrations 
  4. Copy the API Token from LiveAgent. Learn more about getting your API token
  5. Copy the site from your LiveAgent site URL
  6. Enter API Token and site in the respective fields
  7. Click Authorize

That's it! LiveAgent is integrated with just the authorization. 

You will now be able to:

  • View conversations associated with existing CustomerSuccessBox users from under the Tickets tab of a  CustomerSuccessBox Account
  • View Service metrics based on support conversations
  • Configure Risk Alerts on Overdue Tickets, Total Tickets Raised, Critical Tickets
  • Set up  Service Health
  • Segment Accounts on Overdue Tickets, Total Tickets Raised, Critical Tickets
NOTE:
All conversations belonging to existing users in CustomerSuccessBox are synced from LiveAgent once everyday 12 AM GMT

Prerequisites for One-click Integration

Users must already exist in CustomerSuccessBox with valid email address(es).  This enables CustomerSuccessBox to identify users in LiveAgent. 

NOTE:
  • Conversations are synced every 24 hours along with associated support metrics.
  • LiveAgent conversations take up to 30 minutes from authorization to fetch in all relevant conversations. Risk Alerts, Service Health, and Segments can be set up instantly.

Your Customer Success Manager will discuss the different options available to you for bringing in data from LiveAgent during the kick-off call.

Integration Configuration

Pulling Conversations from LiveAgent to CustomerSuccessBox

All conversations belonging to existing users in CustomerSuccessBox are synced daily from LiveAgent. Existing users must have email defined for themselves in either email or business email attribute.

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point-of-contact for any queries or assistance. You may also,

  1. Initiate a chat directly from within CustomerSuccessBox. Use chat option from Chat icon in left side navigation bar
  2. Create a conversation from here
  3. Send an email to support@customersuccessbox.com
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  1. Deepshikha Chakraborty

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