Live Chat Integrations

1. What is Live chat?

Live chat provides you with a medium to interact and engage with your website visitors in real-time through messaging. Due to this feature of chatting in real-time, it's named as live chat software or customer messaging software. Live chat software can also be used to start a conversation with:

• The new/first time visitors on your site,
• Interact with a returning customer,
• And also support your existing customers.

It is modern and very effective in closing more deals and also retaining customers over time.

Live chat offers you with:

• Personalized experience.
• Better brand interactions.
• Competitive edge over others.
• An effective way to feel your customer's pulse, etc.

Live chat solutions can be used by your marketing, sales, and customer support teams to improve your customer's journey.

2. What are the benefits of having live chat software?

• You can get an instant answer (reducing the response time).
• Have a continuous flow of conversation.
• Helps in giving context to your customers.
• Helps in delivering personalized conversation.
• An affordable channel to provide a real-time communication experience.
• Cohesive customer experience.

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3. What is live chat integration?

Live chat integration allows your business to integrate various tools into your CRM software. It includes tools, applications, apps, plugins such as: 

• Email marketing.
• Billing management.
• CSM.
• Project management.
• Collaboration tools.
• Migration tools, etc.

In short, it allows you to include everything that you possibly need to satisfy your customers.

The integration done on your live chat platform can also be used along with your chatbot automation or by your agent.

It provides an opportunity for your agents to converse with your customers and create a one-view inbox, this helps in increasing efficiency and also saves a lot of time.

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4. What Live chat integrations does Engati's platform offer?

Engati’s chatbot platform offers you a huge selection of integrations that include:

• JSON API.
• Webview.
• File Upload.
• Email.
• Salesforce.
• Freshdesk.
• SMS.
• Google Sheets.
• Google Calendar.
• Zapier.
• Hubspot CRM.
• Pipedrive.
• Freshdesk.
• Zendesk.
• Mailchimp.
• Twilio.
• Gmail.
• Mysql.

Let’s take a look at some of them in detail.

A. JSON API Integration:

JSON- JavaScript Object Notation is an encoding scheme that is designed to get rid of an ad-hoc code for each application. This helps applications to communicate with servers that can communicate in a defined manner. JSON API module exposes an implementation for data storage and data structures like:

(i) Bundles

(ii) Entity types

(iii) Fields, etc.

Engati provides the capability to integrate with any system by using REST APIs, having JSON API as a medium of exchange. JSON  is one of the widely used data formats to interchange data on the internet. It also allows you to enable and setup integration using the JSON rest APIs with your backend apps or other cloud applications.

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Engati supports the making of REST APIs by:

• GET (used to read information)
• POST (this is used to update data)
• PUT (this is used to write or update data)

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The process is quite simple as well:

a. You have to first make an API request depending on your requirement.

b. Then insert the required URL to make the request.

c. Use the send button to know the response you are getting from the API calls provided on the Engati interface. 

Engati's JSON API node helps you by offering you a variety of different settings that you can update easily without even knowing how to code.

B. Google sheets integration:

Google sheets is an online spreadsheet program that allows users to:

• Create
• Format
• Edit spreadsheets
• And share data with other users without any hassle.

Sheets API and Sheets add-ons can be retrieved by either code or by human users.

Integrating google sheets can specifically help your business in collecting and storing data from a bot flow of a user. Google sheets are typically used by the business for:

(i) Saving booking/appointment information

(ii) Saving details about the leads collected during the bot flow

(iii) Saving the meeting schedules and recording service request details.

Integrating google sheets account with the Engati platform is easy, you just need to click on the integrations tab and authorize the sheets node to access those sheets. Once you add your Google ID and authorize it, bot builders can retrieve that information from the sheets, alter the pre-existing data, and also add new data and information to it.

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C. Google Calendar Integration:

Google calendar is one of the most commonly used applications by people to track their events. The Google Calendar API on the Engati platform allows you to integrate your application with the google calendar. This can help in creating new ways to engage with your customers.

Google calendar can be used for:

• Scheduling appointments
• Booking slots for activities
• Scheduling team meetings, etc. 

You can authorize the calendar node using your Gmail id to access your Google calendar.

D. Salesforce Integration:

Salesforce is a Customer Relationship Management (CRM) solution that plays a huge role in connecting the business with its customers.

Chatbots are integrated with customer CRMS to collect potential prospects based on their engagement.

Engati platform provides you with integrations like Salesforce to provide capabilities that can facilitate:

a. Lead Recording

b.  Service ticket

c. Inquiry Functions,

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To set up your Salesforce integration on Engati's integration workflow, you need to:

a. Add your Salesforce account

b. Click- "Authorize"

c. Go to "Build" and then to "Paths" and add a salesforce node.

You can also select actions such as:

• Add account
• Add lead
• Add opportunity
• Add case

Once you select your action it will automatically populate the rows that are necessary to complete the action you have selected. It can also assign different attributes for each row with the respective details.

Once this process is done, you just need to save the node and your Salesforce integration with Engati would be complete and ready to use.

E. Zapier Integration, CRM integrations:

Zapier is a cloud service that helps in integrating API into a variety of different cloud services. If you're a Zapier account holder, you can integrate Engati with it. It would be similar to any of the other Zapier integrations.

Zapier categorizes its functionality into:

• A Zap is an event that is initiated by a trigger. Once the Zap is set-up, Zapier will keep monitoring the event.

• Actions complete the Zap. You can either create a 2 step Zap or complicate it by adding more actions to it.

The 2 things which you need to keep in mind to set up your Zapier integration are:

a. A Zapier account that has all the 3rd party applications integrated with it.

b. You can also make use of the Zapier node, to integrate any other application on your Zapier which Engati does not provide.