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
If you prefer video setups, here's an instruction video on LiveAgent + CloudTalk Integration Overview:
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.
Adding tags, notes, and evaluations
During or after a call, you can:
Add custom tags to categorize calls and leads.
Write down call notes for future reference.
Evaluate the customer’s mood or call quality.
All of this information is automatically logged into the relevant ticket in LiveAgent once the call ends.
Logged call details
For each call, the following information is stored in the ticket section:
the agent's name
caller phone number
call date
duration
call tags
call notes
recording of the call
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.
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.
Ticket synchronization details
The integration ensures that all LiveAgent tickets linked to a contact are visible in CloudTalk, including:
Ticket 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!