In this article, we will show you how to use LiveAgent integration together with CloudTalk. The LiveAgent integration allows you to see the ticket detail associated with caller even before picking up the phone.
User level: Agent, Supervisor, Admin
Ready to configure the CloudTalk + LiveAgent integration?
Follow the step-by-step instructions in our Configure LiveAgent guide.
Calling from LiveAgent
Receive Inbound Calls
When you receive a call in the CloudTalk Phone app, you can view the caller's LiveAgent tickets with a single click before picking up. Based on this information, you can prepare for the conversation and tailor your support.
Viewing LiveAgent tickets during a call
When you receive a call in the CloudTalk Phone app, you can view the caller’s LiveAgent tickets with a single click before picking up the call.
Based on this information, you can prepare for the conversation and tailor your support.
Call Logging and Data Exchange
Contact Sync
Contacts from LiveAgent are imported into CloudTalk. When multiple LiveAgent contacts share the same phone number, email address, or name, they are merged into a single CloudTalk contact. See Contact Merging for details.
Note: LiveAgent contacts do not have a direct link back to their LiveAgent profile within the CloudTalk contact view. This is a current limitation on LiveAgent's side.
Call Logging & Export
During or after a call, you can:
Add custom tags to categorize calls and leads
Write call notes for future reference
Evaluate the customer's mood or call quality
All of this information is automatically logged into the relevant LiveAgent ticket once the call ends. Whether a call creates a new ticket in LiveAgent depends on your integration settings.
The following information is stored for each call in the ticket:
CloudTalk Field | LiveAgent Ticket Field |
Agent name | Agent name |
Caller phone number | Caller phone number |
Call date | Call date |
Call duration | Duration |
Call tags | Call tags |
Call notes | Call notes |
Call recording | Recording |
Note: The call is always assigned to the agent who handled it. It is important that the agent is registered in both CloudTalk and LiveAgent using the same email address.
Verifying Ticket Synchronization
To check that tickets from LiveAgent are properly imported into CloudTalk:
Open the CloudTalk Dashboard
Go to Contacts > Search and click the magnifying glass
Select the contact to view all call records tied to them
Click the LiveAgent icon to open the associated ticket
The integration ensures that all LiveAgent tickets linked to a contact are visible in CloudTalk, including:
Ticket subject
Department
Assignee
Status
Tags
Message body
SMS and WhatsApp Logging
Text and WhatsApp messages are not exportable to LiveAgent.
Need help or have a question? Just reach out through our Support portal — we’re here for you.