Livechat

# LiveChat Integration – Document360

Document360 offers integration with LiveChat, a customer support tool that allows you to interact with your knowledge base visitors in real-time. By embedding the LiveChat widget, you can assist users directly, resolve their queries, and improve engagement.

Prerequisites

Before setting up the integration:

• You need an active LiveChat account
• Retrieve your LiveChat License ID from your LiveChat account dashboard

How to Configure LiveChat in Document360

1. Log in to your Document360 project
2. Navigate to Settings → Integrations
3. Click on LiveChat
4. Toggle the switch to Enable the integration
5. Enter your LiveChat License ID
6. Click Save

Once saved, the LiveChat widget will be embedded in your knowledge base portal.

Where the Chat Widget Appears

The LiveChat widget will appear on:

• All public and private documentation pages
• Both desktop and mobile versions of your site

It is typically located in the bottom-right corner of the screen.

Advanced Insertion Rules

To fine-tune how and where the LiveChat widget appears, use Advanced Insertion Rules:

• Display only on specific articles or categories
• Delay loading the widget to improve performance
• Choose between loading scripts in the <head> or at the end of <body>

Steps to configure:

1. Go to Settings → Integrations → LiveChat
2. Enable Advanced Insertion Rules
3. Define your rules using filters such as article path, language, or version
4. Save the configuration

Disabling the Integration

To remove the LiveChat widget from your portal:

1. Navigate to Settings → Integrations → LiveChat
2. Toggle off the Enable switch
3. Click Save

This will stop the script from being injected into your site.

Best Practices

• Use advanced rules to display the chat only where it adds value
• Ensure chat agents are available during your support hours
• Periodically review chat transcripts for common questions and improve documentation accordingly

Summary

The LiveChat integration allows Document360 users to provide real-time support directly on the documentation portal. With easy setup and customizable insertion rules, you can offer an enhanced support experie