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.
If you prefer video setups, here's an instruction video on LiveAgent + CloudTalk Integration Overview:
When receiving a call, you can access the LiveAgent tickets assigned to the contact with a single click in the Phone app, even before picking up the call. Based on the information stored, you can provide better and more accurate service.
To categorise your calls and leads, you are able to add customised tags during or after the call. Furthermore, you can write down a note, evaluate the customer's mood or call quality.
After you finish a call and add necessary information, it will automatically be logged into your ticket section.
After clicking on the specific call, you can see all relevant information like:
the agent's name
caller phone number
call date
duration
call tags
call notes
recording of the call
Important notice: the call is always assigned to the agent who made a call, however, it is important that the agent is signed up in both platforms with the same email address.
How to confirm that your tickets were imported from LiveAgent to CloudTalk?
Simply access the specific contact in CloudTalk Dashboard. Click on Contacts > Search > Click on magnifying glass. There you can see all types of calls tied to the contact.
To access specific ticket associated with a call, just press the LiveAgent icon.
This integration also ensues that all the tickets associated with specific contacts will be synchronized into CloudTalk with details including:
tickets subject
department
assignee
status
tags
message body
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!