LiveChat integration: Import data from LiveChat to HelpDesk

Find out how you can import your data from LiveChat to HelpDesk, because 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

• You can import agents, teams, canned responses, and tags.
• All agents, groups, canned responses, and tags are copied to HelpDesk (the data isn’t deleted from LiveChat).
• The import feature isn’t available to agents or viewers. 
• 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 agents into HelpDesk, the users will retain the same roles and be billed according to your selected HelpDesk plan.
• 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.

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 agents and groups, canned responses, and tags.

Select the data to import.

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

4. 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.

5. 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.

If you have any import issues, please contact us for assistance.

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 HelpDesk on the menu bar, and select “Uninstall.”