Public API integration

LiveHelpNow help desk software provides out-of-the box SalesForce.com integration.

To integrate with other CRM systems you may use our public SOAP based API:

Public URL: http://alerter.livehelpnow.net/webservices/enterprise.asmx

WSDL: http://alerter.livehelpnow.net/webservices/enterprise.asmx?wsdl

Most notable functions are GetDailyChatters, GetDailyTickets and GetChatTranscript.

All will require ClientID (numerical portion of your LiveHelpNow account #) and API_KEY which you must request by contacting LiveHelpNow support team.

*We recommend connecting to our API serivce after 12:00 AM EST to extract data for the previous day.

GetDailyChatters

Returns XML containing all Customers' information who initiated a chat session for the date provided. The following information is returned: VisitorID, Country, Hostname, Referrer, Department, Chat Time(EST), Visitor Notes, Pre-Chat info, Custom Info. Use VisitorID to get Chat Transcript by calling GetChatTranscript method.

Input XML:

<GetDailyChatters xmlns="http://www.livehelpnow.net/webservices/">
<ClientID> long</ClientID>
<API_Key> string</API_Key>
<sDate> string</sDate>
</GetDailyChatters>

Note: Date must be passed in MM/DD/YYYY format.

Here's an example of the output:

<Visitors>
<Visitor VisitorID="2bonc155lz4nstyz3ogup5bl-1001-93757465">
    <Country>United States</Country>
    <HostName>64.134.170.179</HostName>
    <Referrer>http://www.google.com?q=search</Referrer>
    <ChatTime>13 Jul 2010 14:33:33:013</ChatTime>
    <VisitorInfo>
      <Notes>Returning prospect</Notes>
      <PreChat1>John Smith</PreChat1>
      <PreChat2>email@yahoo.com</PreChat2>
      <PreChat3></PreChat3>
      <PreChat4></PreChat4>
    </VisitorInfo>
    <VisitorCustomInfo>
      <Custom1>John Smith</Custom1>
      <Custom2>ID: 123456</Custom2>
      <Custom3></Custom3>
    </VisitorCustomInfo>
</Visitor>
</Visitors>

GetDailyTickets

Returns XML containing all Tickets information which were created/updated on the date provided. The following information is returned: TicketID, Submission Date, Current Status, VisitorID, Customer name, Customer Email, Ticket Title, Question, Priority, Category, Ticket Log(Notes, Solutions), Custom Fields Submitted, Visitor Notes, Visitor Custom Info.

Input XML:

<GetDailyTickets xmlns="http://www.livehelpnow.net/webservices/">
      <ClientID> long</ClientID>
      <API_Key> string</API_Key>
      <sDate> string</sDate>
</GetDailyTickets>

Note: Date must be passed in MM/DD/YYYY format.

Here's an example of the output:

<Tickets>
<Ticket TicketID="12345">
    <SubmissionDate>20 Jun 2010 19:41:37:177</SubmissionDate>
    <CurrentStatus>Closed</CurrentStatus>
    <VisitorID>f21ggt55a0qtm0mbw2gf0h55-1001-99133694</VisitorID>
    <CustomerName>John Smith</CustomerName>
    <CustomerEmail>email@gmail.com</CustomerEmail>
    <TicketTitle>Pricing info</TicketTitle>
    <Question>hello, would like to know how much is part #1234
              Sincerely,
              John Smith</Question>
    <Priority>High</Priority>
    <Category>Billing</Category>
    <TicketLog>[21 Jun 2010 12:51:20] agent1: Dear John,
  this part will cost you $24 + shipping.
  Thank you,
  Gabe Smiffeld
    </TicketLog>
    <CustomFields>Customer Number+|+12345 Operating System+|+Vista 64-Bit Referrer+|+google </CustomFields>
    <VisitorInfo>
      <Notes></Notes>
    </VisitorInfo>
</Ticket>
</Tickets>

GetChatTranscript

Returns XML containing Chat Transcript for the VisitorID provided

*Note: VisitorID is returned from GetDailyChatters function, it is a good idea to have a transitional data storage in your system which will store the ourput of GetDailyChatters function so you can then iterate and call GetChatTranscript function for each VisitorID who had chat communication recorded that day.

Input XML:

<GetChatTranscript xmlns="http://www.livehelpnow.net/webservices/">
      <ClientID> long</ClientID>
      <API_Key> string</API_Key>
      <VisitorID> string</VisitorID>
</GetChatTranscript>

Note: Date must be passed in MM/DD/YYYY format.

Here's an example of the output:

<Transcript> Chat session started at 2:33:52 PM You're being connected to an agent now, please wait a moment...
You're now chatting with Gabe
Gabe: Hi, please give me a second while I bring your record up on my screen.
You: ok
Gabe: How can I help you?
You: my emaill address has changed and is no longer valid
You: trying to register to download updates. I have the beta version BBB
Gabe: please use this URL to register and update your email address http://....
You: Thank you, love your software BTW!
Gabe: That's great. Thanks for the support.
Your chat session has been terminated. -Session_Ended-
</Transcript>

Quick Links

API CRM Integration LiveHelpNow Help Desk Software, Integration options

Public API integration

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