--- title: LiveChat API Integration on Truto slug: livechat category: IM canonical: "https://truto.one/integrations/detail/livechat/" --- # LiveChat API Integration on Truto **Category:** IM **Status:** Generally available ## Unified APIs ### Unified Ticketing API - **Attachments** — Attachments are the files associated with a ticket or a comment. - **Comments** — Comments represent the communication happening on a Ticket, both between a User and a Contact and the internal things like notes, private comments, etc. A Ticket can have one or more Comments. - **Contacts** — Contact represent the external people you are in contact with. These could be customers, leads, etc. Contacts can be associated with an Account if the underlying product supports it. - **Tickets** — Core resource which represents some work that needs to be carried out. Tickets are usually mapped to issues, tasks, work items, etc. depending on the underlying product. ## How it works 1. **Link your customer's LiveChat account.** Use Truto's frontend SDK; we handle every OAuth and API key flow so you don't need to create the OAuth app. 2. **Authentication is automatic.** Truto refreshes tokens, stores credentials securely, and injects them into every API request. 3. **Call Truto's API to reach LiveChat.** The Proxy API is a 1-to-1 mapping of the LiveChat API. 4. **Get a unified response format.** Every response uses a single shape, with cursor-based pagination and data in the `result` field. ## Use cases - **Sync live chat transcripts into your CRM or helpdesk product** — If you build a CRM or customer data platform, you can offer users automatic logging of LiveChat conversations as tickets with full transcripts, contact details, and attachments — eliminating manual copy-paste and ensuring a complete customer timeline. - **Power AI-driven agent assist with real-time chat data** — AI copilot and automation platforms can ingest LiveChat conversations as tickets and comments through Truto, feeding them into LLMs to auto-draft replies, classify intent, or escalate complex issues to human agents. - **Build automated QA and coaching scorecards from chat history** — Quality assurance and workforce management platforms can pull resolved LiveChat conversations and their full message threads to run sentiment analysis, flag negative interactions, and generate agent performance reports. - **Offer a unified omnichannel inbox that includes LiveChat** — If your product is a niche helpdesk or communication hub, you can let your users manage LiveChat conversations alongside email and other channels by syncing tickets and comments bidirectionally through Truto. - **Enrich marketing automation with live chat lead data** — Marketing and sales engagement platforms can capture visitor contact details and pre-chat survey data from LiveChat, automatically creating leads and triggering nurture sequences without any manual data entry from the end user. ## What you can build - **Automatic chat-to-ticket logging** — Create a ticket in your product every time a LiveChat conversation ends, complete with the full message thread, contact info, and any shared files. - **Two-way comment sync for live reply** — Let your users reply to LiveChat conversations directly from your app's interface by pushing comments back through the Unified Ticketing API. - **Contact deduplication and enrichment** — Match incoming LiveChat visitor data against existing contacts in your system, merge duplicates, and enrich records with geolocation, referral URLs, and custom attributes. - **Bulk transcript export for analytics** — Fetch historical LiveChat tickets and their associated comments on a scheduled basis to power sentiment analysis, CSAT dashboards, or agent coaching workflows. - **Attachment sync for shared files and screenshots** — Automatically pull files, screenshots, and documents exchanged during LiveChat sessions and attach them to the corresponding record in your product. - **Real-time ticket status and routing updates** — Reflect LiveChat conversation state changes — such as new, active, or resolved — as ticket status updates inside your product to keep agents in sync. ## FAQs ### What Unified API does Truto use for the LiveChat integration? LiveChat maps to Truto's Unified Ticketing API, which provides standardized resources for Tickets, Comments, Contacts, and Attachments. LiveChat chats become Tickets, messages become Comments, visitors become Contacts, and shared files become Attachments. ### Are there pre-built tools available for LiveChat today? LiveChat-specific tools are built on request. Once you indicate the need, the Truto team will build and ship them for your use case. The Unified Ticketing API resources (Tickets, Comments, Contacts, Attachments) define the data model your integration will use. ### How does authentication work for end users connecting their LiveChat accounts? LiveChat supports OAuth 2.0 for third-party integrations. Truto manages the full OAuth flow — token exchange, storage, and refresh — so your end users simply authorize the connection and you never handle credentials directly. ### Can I access custom fields or pre-chat survey data from LiveChat? Yes. LiveChat captures custom attributes and pre-chat form data on visitors. These are exposed through the Contact resource and can be mapped or accessed alongside standard fields like name, email, and geolocation. ### Does Truto handle LiveChat API rate limits and pagination? Yes. Truto abstracts away LiveChat's API rate limits and pagination logic. You query the Unified Ticketing API with standard parameters, and Truto handles retries, backoff, and cursor-based pagination under the hood. ### Can I receive real-time updates when a new chat starts or a message is sent? LiveChat provides webhooks for events like incoming chats and new messages. Truto can leverage these to enable near-real-time data flow into your application, so you can react to conversations as they happen rather than relying solely on polling.