Nicereply integration

This knowledgebase article will guide you through setting up the Nicereply plugin inside LiveAgent software and integrating it with your Nicereply account. By following these steps, you will be able to connect the LiveAgent rating system with your Nicereply and automatically pass LiveAgent ticket ratings to your Nicereply survey.

Step-by-Step Guide:

Step 1: Enable the Ranking plugin in LiveAgent

1. Log in to your LiveAgent account.
2. Navigate to Configuration > System > Plugins.
3. Make sure the Ranking plugin is enabled. This plugin is enabled by default for all new accounts. So unless you disabled it previously, it should be already active.

Step 2: Enable Nicereply integration in LiveAgent

1. Go to Configuration > Integrations.
2. Enable the Nicereply integration.

Note: The Nicereply(legacy) integration serves a different purpose explained in this article. Do not enable this legacy integration unless you are specifically looking for the functionality it offers.

Step 3: Generate a Nicereply API key

1. Log in to your Nicereply account dashboard.
2. Navigate to Account > API.
3. Click the Regenerate API keys button to create a new API key.
4. Copy the generated API key for use in the next step.

Step 4: Connect LiveAgent with Nicereply using the API key

1. Go back to your LiveAgent account panel.
2. Navigate to Configuration > Integrations > Nicereply.
3. Click the Change button in the Private API key section.
4. Paste the Nicereply API key that you generated in step 3 of this guide.

Step 5: Set up a Nicereply survey for LiveAgent

1. In the Nicereply plugin configuration, you will now see a new section called Survey.
2. Click the Change button in this Survey section.
3. Select which Nicereply survey you want to use for the LiveAgent rating data.

Step 6: Integration complete

Upon successful configuration of the Nicereply survey, the integration with LiveAgent helpdesk software is finalized. Consequently, all customer ratings from LiveAgent tickets will be displayed in the Nicereply account rating feed, accompanied by any associated comments from customers.

Tips:

• We recommend using a Customer Satisfaction Survey (CSAT) type with a 2-Point Scale metric in Nicereply for this integration, as the LiveAgent rating system supports only Positive or Negative ratings.
• It is also advisable to use Nicereply's own LiveAgent integration, as it adds extra features that enhance our integration significantly. For instance, it automatically creates Nicereply user accounts for your LiveAgent agents and establishes a direct backlink from the Nicereply rating details to the rated ticket in your LiveAgent account.
• If you prefer not to use the default LiveAgent ranking feature and would rather send a direct link to a Nicereply survey to the customer when the chat ends, please follow the instructions provided in this guide.