Actionist·LiveChat
LiveChat

LiveChat

· #413 most-used

Automate every step of the live-chat lifecycle — from first message to closed ticket

CRMCommunicationAnalyticsSupportAutomation

LiveChat is the live-chat and customer messaging platform that turns your website into a real-time support and sales channel — letting agents handle chats, tickets, and visitor queues from a single workspace. Connect it to Actionist and your agents can sync finished chats to your CRM, auto-escalate unresolved conversations to tickets, monitor open ticket backlogs for SLA breaches, manage the canned response library in sync with your campaigns, and track agent performance — all without anyone manually copying data between LiveChat and the rest of your stack.

Try LiveChat with ActionistVisit LiveChat
Average time saved
10 hours
per person · per month
≈ 1 workdays back

Eliminates manual work. Agents eliminate manual chat-to-CRM data entry, unresolved chat escalations, canned response library housekeeping, and the weekly ticket backlog and performance reviews that support teams currently do by hand.

Schedule

What your LiveChat agent runs on autopilot

A week of scheduled jobs your Actionist agent will execute on your behalf.

28Scheduled jobs
7Agents at work
24/7Always on
Agents
Tue–Thu
Tue
Wed
Thu
7a
8a
9a
10a
11a
12p
1p
2p
3p
4p
5p
6p
Multi-app workflows

LiveChat × every other app you use

End-to-end automations that span multiple apps — each one a real business outcome.

6Workflows
6Apps spanned
~15 hrsSaved / week
6Personas served
For support
Featured3 apps

Unresolved chat auto-escalated to ticket with CRM note

When a chat ends without resolution, the agent fetches the full transcript, creates a LiveChat ticket with the visitor email and issue summary, updates the HubSpot contact with an interaction note, and posts a ticket alert to Slack — all within about a minute of the chat closing. Support agents always have a ticket to work from, never a memory of a chat they need to reconstruct.

~4 hrs

Time saved for your team — every week, on autopilot

The flow
Trigger·When a LiveChat session closes with status unresolved
Trigger
Step 1
LiveChat
Finished Chat fires with status unresolved
read
Step 2
LiveChat
Get Chat — fetch full transcript and visitor details
write
Step 3
LiveChat
Create Ticket — open a ticket with transcript summary and visitor email
write
Step 4
HubSpot
Update contact record with support interaction note
write
Step 5
Slack
Post new ticket alert to #support channel with ticket ID and subject
Result
Create Ticket — open a ticket with transcript summary and visitor emailUpdate contact record with support interaction notePost new ticket alert to #support channel with ticket ID and subject
The win
Saved per run
8 min
Runs / week
~30×
Zero unresolved chats slip through the gap to an email inbox
Driven byCustomer Support Agent
ROI

Savings

What your team gets back — two angles: what you stop doing manually, and what that's worth.

Without Actionist

What you do manually today

With Actionist

What your agent runs for you

  • Sales
    40 min / week
    Manual chat-to-CRM data entry

    Sales reps manually copy visitor email and chat notes from LiveChat into HubSpot after each conversation — 5-10 minutes per chat, and it only happens when the rep remembers.

    Sales Agent
    0 min
    Agent captures every pricing-page chat in the CRM

    Within about a minute of a chat starting on the pricing page, the Sales Agent creates a HubSpot contact and queues a follow-up task — no lead falls through because no one logged the conversation.

  • Marketing
    25 min / week
    Manual canned response library management

    The marketing team manually creates canned responses before each campaign and has to remember to delete them afterward — outdated responses accumulate and agents quote expired pricing.

    Marketing Agent
    0 min
    Agent creates and cleans campaign canned responses automatically

    When a campaign launches, the Marketing Agent creates the FAQ canned responses. When it ends, it deletes them. Agents always have accurate, on-brand responses without any manual library management.

  • Customer Support
    60 min / week
    Manual chat escalation to helpdesk

    Support agents manually copy chat details into the ticketing system for every unresolved conversation — 10 minutes per escalation, and escalations get missed when agents are busy.

    Customer Support Agent
    0 min
    Agent auto-escalates unresolved chats to tickets

    Every unresolved chat generates a ticket within about a minute of closing — transcript, visitor email, and context already attached. Agents pick up a structured ticket, not a memory.

  • Human Resources
    30 min / week
    Manual agent performance monitoring

    HR managers manually pull chat counts from LiveChat reports for each agent, build a spreadsheet, and look for load anomalies — a 30-minute exercise that often gets skipped during busy periods.

    Human Resources Agent
    0 min
    Agent monitors agent load and flags burnout risks weekly

    The HR Agent compares each agent's chat count against the team average every Wednesday and flags anyone more than 20% above average — early intervention before burnout becomes a retention issue.

  • Finance
    14 min / week
    Manual ticket counting for cost-per-contact

    Finance manually exports LiveChat ticket counts by group each month, cross-references them with headcount data in a spreadsheet, and calculates cost-per-contact by hand — an hour-long exercise every billing cycle.

    Finance Agent
    0 min
    Agent builds the cost-per-contact report from live data

    At the start of each billing cycle review, the Finance Agent counts chats and tickets per group and writes the numbers to the cost tracker — finance and operations share aligned data before the meeting.

  • Operations
    20 min / week
    Manual routing configuration review

    Operations manually checks LiveChat group memberships whenever a ticket is misrouted — reactive rather than proactive, meaning misrouted chats happen first and investigation follows.

    Operations Agent
    0 min
    Agent audits routing configuration every Monday

    Every Monday the Operations Agent compares live group memberships against the master routing config and flags any drift — configuration problems are caught before they cause a misrouting incident.

  • Legal
    15 min / week
    Manual legal ticket triage

    Support agents manually review incoming tickets for legal sensitivity and forward the ones they recognize — but non-obvious flagged terms are missed, and sensitive tickets sometimes get partially handled before legal sees them.

    Legal Agent
    0 min
    Agent auto-routes legally sensitive tickets to the Legal group

    Within about a minute of a new ticket with a legal keyword arriving, the Legal Agent reassigns it to the Legal group, logs it in the compliance tracker, and alerts the legal Slack channel — no sensitive ticket is handled by a non-legal agent.

+ 100s of other LiveChat automations
Average time saved
20 hrs / person / month
Calculator

Calculate what your team saves

Team size
5 people
Hourly rate
$75 / hr
Hours saved / week
13
Hours saved / year
625
Annual ROI
$46,875

Based on LiveChat's typical team usage — the visible tasks plus a few other automations the agent runs: ~2.5 hrs / person / week of admin work automated.

Connect

How to plug LiveChat into Actionist

Pick the connection method that suits your environment.

The recommended connection path. Actionist opens a LiveChat OAuth window and you grant scoped permissions — no tokens to paste, and your credentials stay in LiveChat.

1
Open the Apps tab

Find LiveChat in the Apps library and click Connect. OAuth is selected by default.

2
Authorize in LiveChat

A LiveChat authorization window opens — sign in with your LiveChat account and grant Actionist the requested permissions for chats, tickets, agents, and canned responses.

3
Test the connection

Actionist runs a read-only test call to confirm the connection. You're ready to configure agent tasks.

Actions

14 actions your agent can call

Read and write operations available to your Actionist agent.

Triggers

5 events your agent can react to

Events your agent watches for, and the actions it kicks off in response.

FAQs

Questions about LiveChat + Actionist

How does Actionist connect to LiveChat?
Go to the Apps tab, find LiveChat, and click Connect. The recommended path is OAuth — Actionist opens a LiveChat authorization window, you sign in and grant permission, and your agents gain access to your chats, tickets, agents, and customer data. If you prefer a token-based approach, go to LiveChat Developer Console under Tools > Personal Access Tokens, generate a PAT with the scopes you need, and paste it into the API key field. Either way, Actionist runs a test call to confirm the connection before any agent tasks run.
What permissions does the agent need on my LiveChat account?
For read-only operations (listing chats, reading transcripts, getting agent details, reading tickets) your connection needs the `chats--all:ro`, `agents--all:ro`, and `tickets:ro` scopes. For write operations (sending events, creating tickets, updating ticket status, managing canned responses) you also need `chats--all:rw`, `tickets:rw`, and `agents--all:rw` depending on which actions you use. The OAuth flow requests the scopes you need based on the actions configured. If you use a Personal Access Token, generate it from an account with sufficient permissions — it inherits the role of the generating user.
Can I connect LiveChat to other apps in the same workflow?
Yes — LiveChat is most powerful when paired with your CRM and helpdesk tools. Common combinations: push new chat transcripts into HubSpot contacts; create tickets when a chat goes unresolved and route them to Zendesk or Notion; send daily chat volume summaries to Slack; pull canned response data into Google Sheets for a content audit; trigger a CRM task when a new customer starts a chat on your pricing page. Any of Actionist's connected apps can send or receive data alongside LiveChat in the same agent workflow.
What are the most common things agents do with LiveChat?
The four patterns that come up most: (1) chat-to-CRM sync — when a chat finishes, the agent reads the transcript and updates or creates a contact in your CRM with conversation notes; (2) ticket escalation — when a chat is marked unresolved, the agent creates a support ticket and assigns it to the right queue; (3) canned response auditing — pulling all canned responses on a schedule and flagging ones that haven't been used in 90 days for content review; (4) agent performance tracking — fetching daily chat counts and satisfaction scores per agent and pushing the data to a shared dashboard.
How quickly do triggers fire after a LiveChat event?
Triggers fire within about a minute of the event occurring in LiveChat. When a new chat starts, a chat finishes, a new ticket arrives, or a visitor enters the queue, LiveChat fires a webhook and Actionist picks it up in its next polling window. This means your downstream actions — creating a CRM record, posting to Slack, opening a task — happen within about a minute of the LiveChat event. This is not a real-time push; it is a reliable, near-immediate polling loop.
Can I filter Actionist actions to a specific LiveChat group or team?
Yes. The LiveChat REST API (v3.6 Configuration API and Messaging API) exposes agents, groups, chats, tickets, and canned responses. Actionist connects to these endpoints, so you can list all agents, get individual agent details including their group assignments and routing status, and — depending on your permissions — create or update agents. If you only want to monitor a specific queue or group, configure your connection with the agent credentials that have access to that group, and the agent's scope will naturally filter which chats and tickets it sees.
Does LiveChat data include which group or department handled the chat?
LiveChat groups correspond to teams — for example, Sales, Support, Billing — and each chat can be routed to a specific group. When you use Actionist to read chats or tickets, the data includes the group the chat was routed to, so you can build workflows that branch by department: chats in the Sales group go to HubSpot deals, chats in the Support group create Zendesk tickets, and so on. You can also use Get Agents to list which agents are in each group and build routing logic from there.
Can I trigger a workflow only when a chat starts on a specific page of my website?
The New Chat trigger fires within about a minute of a visitor starting any chat on your site. If you only want chats from specific pages, you can add a filter step in your Actionist workflow that checks the `url` field in the chat event — LiveChat passes the page URL the visitor was on when they initiated the chat, so you can branch or exit based on whether it matches your target pages (e.g. `/pricing`, `/checkout`). No LiveChat configuration change is required; the filtering happens entirely in the Actionist workflow logic.