LiveChat integration: Import data from LiveChat to HelpDesk

If you already set up your HelpDesk-LiveChat integration, you can import your data from LiveChat to HelpDesk. However, there’s more to it than just copying your agents, groups, tags, and canned responses.

What happens when the import is complete?

Important rules

General

• The import is only possible with an existing LiveChat and HelpDesk integration, and if it hasn’t been done before.
• You can import tickets, agents, teams, canned responses, and tags.
• All tickets, agents, groups, canned responses, and tags are copied to HelpDesk (the data isn’t deleted from LiveChat).
• The “Tickets” tab in the LiveChat Agent App will be hidden post-import.
• The import feature isn’t available to agents or viewers. 
• After the import, you won’t be able to create a ticket in LiveChat manually or from chats/archives.
• Reinstalling HelpDesk in LiveChat preserves the import status, preventing a repeat of the import process.
• Manual import of new agents is still available through the “Agents” tab despite the previous import status.

Agents and groups

• All LiveChat users will receive emails inviting them to join HelpDesk.
• When importing LiveChat tickets into HelpDesk, the users will retain the same roles and be billed according to your selected HelpDesk plan. This ensures that tickets remain assigned to the appropriate users.
• All users invited to HelpDesk use the same credentials they use in LiveChat to log in. Additionally, they don’t have to set up their accounts from scratch because all the data is automatically imported from LiveChat.
• Agents who are suspended or have the status of pending or waiting for approval won’t be imported.
• The General group from LiveChat will be set as the default team in HelpDesk automatically.
• If an agent was previously imported manually to HelpDesk, any differences in their team assignments will be updated during the automatic import process.

Chatbots

• Chatbots used in LiveChat won’t be transferred to HelpDesk.

Canned responses and tags

• Only shared canned responses will be imported.
• All canned responses and tags from the General group will be automatically imported into the “All teams” category in HelpDesk.
• Canned responses and tags from specific groups in LiveChat will be imported to their respective teams in HelpDesk based on their original group.

Tickets

• Tickets assigned to agents who won’t be transferred to HelpDesk (like suspended agents) will become unassigned after the import.

After importing, both apps still have separate “Settings” sections.

After importing, both apps still have separate “Settings” sections.

Step-by-step data import from LiveChat to HelpDesk

To keep your LiveChat data consistent in HelpDesk, first import agents and groups. If you import canned responses and tags without previously importing agents and groups, then they’ll be imported as a setting for “All teams.”

To keep your LiveChat data consistent in HelpDesk, first import agents and groups. If you import canned responses and tags without previously importing agents and groups, then they’ll be imported as a setting for “All teams.”

1. Make sure your LiveChat and HelpDesk accounts are connected. Go to the HelpDesk settings -> Apps and integrations -> LiveChat.
2. You’ll then see all the unimported data related to tickets, agents and groups, canned responses, and tags.

Select the data to import.

3. Familiarize yourself with the LiveChat data import rules.

Then, click “Import.”

4. Importing will take a while, and you’ll be able to see its progress.

5. Your import is ready!

You’ll see your LiveChat data in HelpDesk. You can modify agent settings, groups, canned responses, and tags to match your flow.

6. Note that whenever you add something new in LiveChat, you can always import data into HelpDesk whenever you feel like it. On the LiveChat integration settings list, you’ll see which elements aren’t imported into HelpDesk so that you can keep the information consistent across products.

Can I undo the import?

It’s not possible to undo the data import from LiveChat to HelpDesk.

The import is permanent, but you can manually modify or delete imported agents, groups, tags, or canned responses in HelpDesk.

If you want to go back to using LiveChat and HelpDesk separately, visit your LiveChat account, go to “Settings,” and select “Integrations & Apps.”

Then, go to “Installed Apps,” click on the “Actions” drop-down menu, and click on the “Uninstall” button.

When you do this, you won’t see the HelpDesk app in the menu again. However, all the imported data will still be visible in HelpDesk.