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This guide covers how to set up and customize the CloudTalk + LiveAgent integration.
User level: Admin

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Before You Start

Make sure the following requirements are met before setting up the integration:
  • You have an active CloudTalk account and access to your LiveAgent account
  • You have Admin permissions in LiveAgent to generate an API key and configure integrations
  • You have your LiveAgent API key with read and write permissions for Agents, Users, Tags, and Tickets
  • You have your LiveAgent domain URL ready
  • The email address used in CloudTalk exactly matches the one used in LiveAgent; otherwise, the integration will not sync correctly

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Configure LiveAgent

  1. Log in to CloudTalk Dashboard.
  2. Click on Settings > Integrations in the left sidebar menu.
  3. Select LiveAgent integration and click on the +Add button to install the integration.
  4. To connect CloudTalk with LiveAgent, you need to fill the API key and URL address.
  5. To find your API key, go to your LiveAgent account and type API into the search bar. Then, go to Add API Key.
  6. Write the Name. For instance, CloudTalk integration. If needed, choose the Expiration date (Your integration will stop working after the expiration date).
  7. Make sure that your API key has read and write permissions for following scopes: Agent, User, Tags and Tickets.
  8. Your API key is now ready, so just copy it and paste it into CloudTalk.
  9. As the next step, insert the domain URL address in the right format, for instance - https://XYYXXXXX.ladesk.com/
  10. Once you have completed these steps, your integration is ready. Now you can customize your integration according to your business needs.
  11. Finally, click on the Save button to activate the integration.
  12. Once the integration is set up, all your LiveAgent contacts will be synchronized with CloudTalk.
Important notice: the data synchronization may take a few minutes.

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Integration customization

  • You can define which calls (inbound, outbound, missed calls and voicemails) to log into LiveAgent and what status should be assigned to the ticket. 
  • Pick which CloudTalk numbers should get linked to your LiveAgent integration. It will help you better organize your data. If no number is selected, all numbers get synced to LiveAgent. 
  • Choose whether you want to log all calls or only calls made during business hours or when your lines are closed.
  • Define an agent you want to assign missed calls to. 
Need help or have a question? Just reach out through our Support portal — we’re here for you.