Lead Liaison supports integration with most 3rd party live chat software. In the example on this documentation page, we use JivoChat.
Initially, all visitors to your website will be anonymous. In other words, we only know their company, location, and what they've done on your website. With chat integration, visitors can be converted from anonymous to known Prospects. When a chat begins, the chat system will collect contact information such as Name, Email, etc. The contact information will be added to the anonymous record to identify the individual.
In addition to enriching the record, Lead Liaison will log chat activity in the Prospect Profile timeline. The following chat activity is logged:
Chat Start: When the chat begins.
Chat Conversion: When the Prospect record is enriched.
Chat End: When the chat was finished.
When a chat occurs Prospects are automatically scored using /wiki/spaces/DEV/pages/18907393. Scores can be changed by double clicking on the score value. Chat Start, Decline, and Conversion activities are scored.
Adding a Chat System
Other chat software such as Drift, LiveChat, and more can be integrated. There are two options for integrating chat:
Lead Liaison adds "listeners" into our backend which works with your existing Lead Liaison tracking code.
In scenario #1, the functions to call will be similar to the ones below: