Support & Ticketing · Integration
LiveChat
Add LiveChat to your product for your customers, and give your AI agents governed access to it.
LiveChat is synchronous, so a chat has a life cycle rather than a status, and that is what an integration has to respect. While somebody is typing the chat is active and its threads are read from the live set; once it ends it is archived, and history is queried from the archive with a different call and different expectations about freshness. Around that sit visitors and the detail collected about them, agents and their availability, canned responses a team maintains, and tags applied as things unfold. A reply is only worth writing inside the window when a human is still on the other end, which makes latency matter more here than in a ticket tool. fastn keeps each licence's credentials scoped per tenant and maintains the API surface.
In your product
Embedded for your customers. Per-tenant auth, no per-customer code, maintained by fastn.
Let each customer connect their own LiveChat licence so an active chat and the archive behind it are both readable in your product.
Post into a live thread while the visitor is still there, and fall back to the archive once the chat has closed.
Tag or transfer a chat to the right agent group using what your product already knows about the visitor.
Read archived threads and canned responses per tenant so reporting reflects that team's own answers rather than an aggregate.
For your AI agents
Governed, audited access for the agents you build, through the MCP server.
An agent reads the open thread plus that visitor's archived chats before suggesting what to say.
An agent applies a tag or hands a chat to another group within scoped permissions, and the transfer is attributed.
An agent reports how many chats a team fielded and how many ended without an answer.
Example prompt
Is this visitor's chat still active, and what did they ask in the archived one from last month?
Set up LiveChat in 4 steps
- 01Enable the LiveChat connector in your fastn dashboard.
- 02Have each customer authorise their own LiveChat licence so calls run under their credentials.
- 03Map the chat, customer and tag fields your product uses, then enable the actions and triggers you need.
- 04Call it from your product and expose the same connection to your agents through the MCP gateway.
Why teams use the LiveChat integration
What you get by embedding it with fastn instead of building it yourself.
- Ship a LiveChat integration without building it. Your customers connect their own LiveChat account inside your product and work their conversations, customers and tags there, with no per-customer code on your side.
- Handle the part that actually costs time: support volume is spiky, and support teams notice latency immediately. fastn owns the auth, token refresh, rate limits, pagination and breaking-change fixes, so a LiveChat update is not your on-call problem.
- One integration serves your product and your agents. The same governed LiveChat connection powers in-product features and gives AI agents scoped, audited access, so you let support work your customers' queues without leaving your product without wiring it twice.
Used by these teams
Compare with
Intercom
FreshchatWorks well with
DriftOften used alongside
Tools the same teams tend to run next to LiveChat, across other categories.
Salesforce
HubSpot
Slack
NetSuiteLiveChat integration FAQ
How do I add a LiveChat integration to my product?
Enable the LiveChat connector in your fastn dashboard, then let each customer authenticate their own LiveChat account. fastn handles the OAuth flow, token storage and refresh per tenant, so there is no LiveChat client code in your app and no per-customer branch in your codebase. Setup is 4 steps.
Do my customers each connect their own LiveChat account?
Yes. Every connection is scoped to the individual customer, so each authorises their own LiveChat account and only ever sees their own conversations, customers and tags. That per-tenant isolation is the point of an embedded integration: you support the long tail of customer setups without maintaining an integration per customer.
Can AI agents use this LiveChat integration?
Yes. The same connection is exposed to your agents through the fastn MCP gateway, with permissions scoped per tenant and every call audited. An agent reads the open thread plus that visitor's archived chats before suggesting what to say.
Who maintains the LiveChat integration?
fastn does. When LiveChat changes an endpoint, deprecates a field or alters its auth, the fix lands in the connector rather than in your backlog, and your customers' connections keep working.
Can an agent resolve a LiveChat conversation end to end?
An agent can read the full history, post replies, change status and route within the permissions you grant it. Every action is attributed and audited, so you can show exactly what the agent did rather than inferring it.
Do I get notified the moment something changes in LiveChat?
Yes, through event triggers rather than polling, so your product reacts to a new or escalated conversation in near real time.
What can I build with the LiveChat integration?
A common starting point: let each customer connect their own LiveChat licence so an active chat and the archive behind it are both readable in your product. Teams also use it for the other use cases listed above, and expose it to agents for governed reads and writes.
How much does the LiveChat integration cost?
It is included. Pricing is based on connected accounts, not on how many connectors you enable, so adding LiveChat does not change your per-connector cost. You can start free with 3 connected accounts.
Add LiveChat to your product
Start free with 3 connected accounts. No sales call required, and no per-customer integration code.