Connecting LiveChat to Inquiru

Overview

The LiveChat integration connects Inquiru to your LiveChat workspace as a Bot Agent. Customer messages in live chats trigger the AI agent via webhooks, the AI replies in real time within the chat, and can transfer chats to agents or groups, apply tags, add internal notes, and close chats — using the LiveChat Skills you configure on the Skills page.

Step 1 — Prerequisites

LiveChat plan requirement

Webhooks require the Team plan or above. The Starter plan does not include webhooks.

Create a dedicated Bot Agent account

Replies posted by Inquiru appear under the agent whose access token you use. In LiveChat, go to Settings → Team → Add team member and create a new agent account (e.g. AI Support Bot). Use a name and avatar that makes it clear to customers they're talking to an AI. This is the account whose PAT you will generate in Step 2.

Step 2 — Generate a Personal Access Token (PAT)

Generating the token

Log in to the LiveChat Agent App as the Bot Agent account you created. Go to Profile → API Keys → Create new API key. Give it a label (e.g. Inquiru Integration) and copy the token immediately — it is only shown once. This PAT is what Inquiru uses to send messages and perform operations on behalf of the bot.

Step 3 — Connect LiveChat in Inquiru

Create the integration

Go to Integrations → Connect and select LiveChat. Paste the Access Token (PAT) from Step 2, assign your Inquiru AI agent, and save. You can add a Webhook Secret after configuring the webhook in Step 4.

Copy your webhook URL

After saving, expand the LiveChat integration card. The Webhook setup panel shows your unique webhook URL: https://api.inquiru.com/webhooks/livechat/<id>. Copy this URL — you'll paste it into the LiveChat Developer Console in the next step.

Test the connection

Click Test on the integration card to confirm Inquiru can authenticate with LiveChat using the saved token before proceeding.

Step 4 — Configure webhooks in the LiveChat Developer Console

Open the Developer Console

Go to developers.livechat.com, sign in, and open your app (or create one for internal use — choose Server-side app). In the app settings, navigate to Webhooks.

Add the webhook endpoint

Click Add webhook and fill in:

Webhook URL — paste the URL from Step 3
Events to subscribe: incoming_chat (fires when a customer starts a new chat) and incoming_event (fires when a message is sent in an existing chat)
Secret key (recommended) — set a secret here. Copy it, then edit your Inquiru integration and paste it into the Webhook Secret field. Inquiru will verify the X-LiveChat-Signature header (HMAC-SHA256) on every request.

Why only these two events?

Inquiru needs to know when a customer starts or continues a chat. Agent replies (including the AI's own replies) are automatically filtered out at the webhook level — Inquiru checks the event.author.type field and skips anything where the author is an agent.

Step 5 — Verify the integration

Start a test chat

Open your website's LiveChat widget as a test customer and send a message. Within 1–3 seconds the AI agent should reply in the live chat. The conversation will also appear in Inquiru under Conversations (channel: LiveChat).

Thread ID tracking

LiveChat chats can span multiple threads (if a customer reopens a closed chat). Inquiru automatically tracks the current thread ID from each webhook event and stores it on the conversation record — required internally for tag and close operations. No configuration needed.

Human takeover detection

If a human agent joins the chat, Inquiru checks the chat's active users before processing each message. If a human agent is present and active, Inquiru marks the conversation as Escalated and steps back. Future messages are skipped until the conversation is reset.

LiveChat report

Go to Reports → LiveChat to see how many chats were resolved by the AI vs transferred to a human, with a daily breakdown chart over your selected date range.