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Intro

LiveChat is an online customer service software with online chat, help desk software, and web analytics capabilities. Use Domo’s LiveChat connector to delight your customers and fuel your sales. To learn more about the LiveChat V3 API, visit https://developers.livechat.com/updates/release-stable-livechat-api-v3-2. You connect to your LiveChat account in the Data Center. This topic discusses the fields and menus that are specific to the LiveChat connector user interface. General information for adding DataSets, setting update schedules, and editing DataSet information is discussed in Adding a DataSet Using a Data Connector.

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Prerequisites

To connect to your LiveChat account and create a DataSet, you must have the following:
  • Your LiveChat Account ID
  • Your LiveChat Personal Access Token

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Connecting to Your LiveChat Account

This section enumerates the options in the Credentials and Details panes on the LiveChat Connector page. The components of the other panes on this page, Scheduling, and Name & Describe Your DataSet, are universal across most connector types and are discussed in greater length in Adding a DataSet Using a Data Connector.

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Credentials Pane

This pane contains fields for entering credentials to connect to your LiveChat account. The following table describes what is needed for each field:

Field

Description

Account ID Enter your LiveChat account ID.
Personal Access Token Enter your LiveChat personal access token.
Once you have entered valid LiveChat credentials, you can use the same account any time you go to create a new LiveChat DataSet. You can manage connector accounts in the Accounts tab in the Data Center. For more information about this tab, see Managing User Accounts for Connectors.

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Details Pane

This pane contains a primary Reports menu, along with various other menus which may or may not appear depending on the report type you select.

Menu

Description

Report

Select the LiveChat report you want to run. The following reports are available:

Report Name Description
Active Chats (Chat Summaries) Returns chat-level summaries, including chat ID, thread details, last message information, participant details (agents and customers), and event counts for active and recent conversations
Agents Returns a list of agents
Archive Chats (Message-Level Details) Returns message-level details for archived chats within the specified date range, including message content, timestamps, sender details, and conversation IDs
Availability Shows for how long an agent, group, or the whole account was available for chatting during a specified period of time.

Availability (Deprecated)

Returns statistics on availability.
Bot Agents Returns a list of bot agents

Chat Usage

Shows the total number of chats marked with each tag listed in the report.
Chats - Chatting Time (Deprecated) Returns statistics on time spent chatting
Chats - Engagement (Deprecated) Returns statistics on chat engagement
Chats - First Response Time (Deprecated) Returns statistics on time to first response in chats
Chats - Goals (Deprecated) Returns statistics on goals
Chats - Greetings (Deprecated) Returns statistics on greetings
Chats - Not Replied Chats (Deprecated) Returns statistics on chats not replied
Chats - Queued Visitors (Deprecated) Returns statistics on number of queued visitors
Chats - Queued Visitors Waiting Times (Deprecated) Returns statistics on how long queued visitors are waiting
Chats - Rankings (Deprecated) Returns chat ranking data
Chats - Ratings (Deprecated) Returns chat ratings data
Chats - Response Time (Deprecated) Returns statistics on chat response times
Chats - Total Chats (Deprecated) Returns statistics on total number of chats

Duration

Shows the average chatting duration of agents within a license.

Engagement

Shows the distribution of chats based on engagement during the specified period.

First Response Time

Shows the average agent’s first response time within a license.

Forms

Returns the number of submitted chat forms along with the count of specific answers.

Greetings Conversion

Shows the number of greetings sent to the customers and how many of those resulted in a chat or a goal. Greetings are also known as targeted messages. The method will return only up to 100 values for each day. If there are more than 100 values, use the LiveChat App to access the full data for a given day.
Groups Returns a list of groups
License Properties Returns a list of license properties

Performance

Shows the total number of agent’s chats, the number of good and bad rates they received, and how well they performed in the early stages of a chat. Additionally, the report shows the time an agent spent chatting, accepting, and not accepting chats, as well as the total time they were logged in.

Ranking

Shows the ratio of good to bad ratings for each operator.

Ratings

Shows the number of rated chats along with their ratings during a specified period of time.
Registered Properties Returns a list of registered properties

Response Time

Shows the average agent’s response time within a license.

Tags

Shows the distribution of tags for chats.
Tickets - First Response Time (Deprecated) Returns statistics on time to first response on tickets
Tickets - New Tickets (Deprecated) Returns statistics on new tickets
Tickets - Rankings (Deprecated) Returns data on ticket rankings
Tickets - Ratings (Deprecated) Returns data on ticket ratings
Tickets - Resolution Time (Deprecated) Returns statistics on ticket resolution time
Tickets - Solved Tickets (Deprecated) Returns statistics on solved tickets
Tickets - Ticket Sources (Deprecated) Returns data on Ticket Sources

Total Chats

Shows how many chats occurred during the specified period.
Date Selection Select the date format for your data.
Single Date Select whether the report data is for a specific date or a relative number of days back from today.
Single Date - Specific Select the specific date using the date selector.
Single Date - Relative Enter the number of days back that you would like to get data for in the Days Back field. Specify either today or 0, yesterday or 1, or today or 7 to get data for 7 days into the past.
Date Range Select the specific or relative date range.
Start Date - Specific Select the first date in your date range using the date selector.
End Date - Specific Select the last date in your date range using the date selector.
Start Date - Relative

Enter the number of days back that you would like to get data from (start day). Combine with End Date to create a range of represented days.

For example, if you entered 10 for Start Date and 5 for End Date , the report would contain data from 10 days ago up until 5 days ago.

End Date - Relative

Enter the number of days back that you would like to get data to (end day). Combine with Start Date to create a range of represented days.

For example, if you entered 10 for Start Date and 5 for End Date , the report would contain data from 10 days ago up until 5 days ago.

Time Period Specify the time period that you would like to receive data for.
Starting Day of the Week Select the day you would like your week to start with.

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Other Panes

For information about the remaining sections of the connector interface, including how to configure scheduling, retry, and update options, see Adding a DataSet Using a Data Connector.

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FAQs

The base URL for LiveChat is https://api.livechatinc.com.
Report NameEndpoint URL
Reports API
Availability/reports/availability
Availability (Deprecated)/reports/availability
Chat Usage/v3.5/reports/tags/chat_usage
Chats - Chatting Time (Deprecated)/reports/chats/chatting_time
Chats - Engagement (Deprecated)/reports/chats/engagement
Chats - First Response Time (Deprecated)/reports/chats/first_response_time
Chats - Goals (Deprecated)/reports/chats/goals
Chats - Greetings (Deprecated)/reports/chats/greetings
Chats - Not Replied Chats (Deprecated)/reports/chats/not_replied_chats
Chats - Queued Visitors (Deprecated)/reports/chats/queued_visitors
Chats - Queued Visitors Waiting Times (Deprecated)/reports/chats/queued_visitors/waiting_times
Chats - Rankings (Deprecated)reports/chats/ratings/ranking
Chats - Ratings (Deprecated)/reports/chats/ratings
Chats - Response Time (Deprecated)/reports/chats/response_time
Chats - Total Chats (Deprecated)/reports/chats/total_chats
Duration/v3.5/reports/chats/duration
Engagement/v3.5/reports/chats/engagement
First Response Time/v3.5/reports/chats/first_response_time
Forms/v3.5/reports/chats/forms
Greetings Conversion/v3.5/reports/chats/greetings_conversion
Performance/v3.5/reports/agents/performance
Ranking/reports/chats/ratings/ranking
Ratings/v3.5/reports/chats/ratings
Response Time/v3.5/reports/chats/response_time
Tags/v3.5/reports/chats/tags
Tickets - First Response Time (Deprecated)/reports/tickets/first_response_time
Tickets - New Tickets (Deprecated)/reports/tickets/new_tickets
Tickets - Rankings (Deprecated)/reports/tickets/ratings/ranking
Tickets - Ratings (Deprecated)/reports/tickets/ratings
Tickets - Resolution Time (Deprecated)/reports/tickets/resolution_time
Tickets - Solved Tickets (Deprecated)/reports/tickets/solved_tickets
Tickets - Ticket Sources (Deprecated)/reports/tickets/ticket_sources
Total Chats/v3.5/reports/chats/total_chats
Management API
Agents/v3.2/configuration/action/list_agents
Bot Agents/v3.2/configuration/action/list_bots
Groups/v3.2/configuration/action/list_groups
License Properties/v3.2/configuration/action/list_license_properties
Registered Properties/v3.2/configuration/action/list_registered_properties
Agent Chat API
Active Chats/v3.6/agent/action/list_chats
Archive Chats/v3.6/agent/action/list_archives
You need the account id and personal access token associated with your LiveChat account.
As often as needed.
No.
The LiveChat API V3 connector uses the API version 3.2 for the Management API reports.