This guide provides step-by-step instructions on replacing the default LiveAgent ranking feature in your chats with a link to a Nicereply survey. By following these steps, customers will see a link to your Nicereply survey at the end of a chat, rather than the typical LiveAgent ranking options. If, however, you prefer to use the default LiveAgent ranking feature in conjunction with your Nicereply surveys, refer to this alternative guide.

Step-by-Step Guide:

Step 1: Synchronize Users between Nicereply and LiveAgent

To facilitate communication between both applications, it's essential to ensure the username in the Nicereply staff account matches the user ID of the corresponding support representative in LiveAgent. This process helps identify the agent associated with specific ratings. The simplest method for synchronizing user accounts is using the built-in LiveAgent integration in Nicereply, which automates the process completely. You can find their integration guide here.

Alternatively, if you choose not to use Nicereply's built-in integration, you can manually update the staff usernames in Nicereply to match the LiveAgent user IDs of your support agents.

To obtain your agents' user IDs, access your LiveAgent admin panel and navigate to Configuration -> Agents. Then, click the "Export to CSV" button. The exported CSV file will include the user IDs for all your agents.

Next, edit the staff account in your Nicereply admin panel by navigating to Staff -> Agents. Here, you can edit or create new staff accounts, ensuring their usernames match their respective user IDs from LiveAgent.

Step 2: Enable Niccereply(Legacy) integration

The next step is to enable Nicereply plugin in your LiveAgent account, which will replace the default chat ranking system with a link to the Nicereply survey.

1. Log in to your LiveAgent account.
2. Go to Configuration -> Integrations.
3. Enable the Nicereply(Legacy) integration.

Step 3: Configure Niccereply(Legacy) integration

1. Log in to your LiveAgent account.
2. Go to Configuration -> Integrations -> Nicereply(Legacy).

The integration configuration page contains three fields:

• NiceReply Custom Domain
• NiceReply Account ID
• Different Accounts/Pages for Departments

The integration logic proceeds in the following sequence:

1. The system examines the Different Accounts/Pages for Departments field for the chat's department settings.
2. If the above field is empty, it proceeds to evaluate the NiceReply Custom Domain field.
3. If the NiceReply Custom Domain field is also empty, the integration utilizes the NiceReply Account ID field to generate a Nicereply rating link upon the chat's conclusion.

NiceReply Custom Domain is an optional field. Fill it in only if you use a custom domain in your Nicereply survey configuration. To create a custom domain for your survey:

1. Visit your Nicereply account
2. Navigate to Surveys -> Surveys list -> Settings (for the selected survey)

NiceReply Account ID is required only if the third field (Different accounts/pages for departments) is empty. In this case, the default Nicereply Account ID will be applied to all LiveAgent chats across all departments. To find your Nicereply account ID:

1. Log in to your Nicereply account
2. Go to Account -> Company settings -> URL field

Different accounts/pages for departments allows you to use different Nicereply accounts or surveys for various departments within your LiveAgent. To use a single Nicereply account and survey for all departments, leave this field empty.

The exact Per-department configuration format is LiveagentDepartmentID:NiceReplyAccountID|PageName. The |PageName defines which survey from your Nicereply account should be used for the rating. Use your Nicereply survey slug and set it as the |PageName in the plugin configuration. To obtain the survey slug for your Nicereply survey:

1. Go to your Nicereply account
2. Navigate to Surveys -> Surveys list -> Settings (for the selected survey)

If you want to use the default survey in your Nicereply account, you can omit the |PageName part. For the NiceReply account ID, use either the account ID or a custom domain if you have one set up in Nicereply.

For the per-department configuration, you will need to know the IDs of your Departments. To find your Department IDs, use the LiveAgent API, for example, the LiveAgent APIv3.

The rating link will be automatically constructed based on your Integration configuration, such as:

• https://www.nicereply.com/NiceReplyID/{$agentId}/{$conversationId}
• https://www.nicereply.com/NiceReplyID.PageName/{$agentId}/{$conversationId}
• https://customdomain.com/{$agentId}/{$conversationId}

In the example configuration shown in the screenshots above, the following settings have been defined:

• dept1:liveagent-com|csat1
  • Department with ID dept1 will use Nicereply account with ID liveagent-com and survey with survey slug csat1.
• dept2:liveagent-com|csat2 
  • Department with ID dept2 will use Nicereply account with ID liveagent-com and survey with survey slug csat2.
• dept3:https://www.mycustomdomain.com/|csat1
  • Department with ID dept3 will use Nicereply account with custom domain https://www.mycustomdomain.com/ and survey with survey slug csat1.
• dept4:mycompany
  • Department with ID dept4 will use Nicereply account with ID mycompany and the default survey for this account.
• dept5:https://www.mycustomdomain.com/
  • Department with ID dept5 will use Nicereply account with custom domain https://www.mycustomdomain.com/ and the default survey for this account.

All other departments will use the Nicereply account with ID liveagent-com and the default survey for this account.