Live Chat Tools Integration

Last modified on 2022/11/08 13:22

About This Integration


You can integrate third-party systems with Service Apps in many ways. The method you select will depend on business requirements, architectural and security constraints as well as the characteristics specific to each third-party application or service. You can use the REST, CSV, Online CSV data sources and the HTML Script widget.

This document describes a standard integration process that has already been implemented in a customer context.

To find out more about this integration, please do not hesitate to contact your EasyVista contact, or your service provider and integrator.

Integration Summary

You can use numerous free or fee-paying Chat widgets or Live Chat software to communicate in real-time with prospects, customers or visitors to your websites and apps, and engage them through their online experience.

  • Most can be integrated easily within your Product name - ev sas.png apps by simply embedding a JavaScript code in a HTML Script widget.

    Open url.png See and Zendesk Chat integrations

Integration Data Feed (direction) Authentication Type Integration Connector Options

Product name - ev sas - big.png

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Logo - Live Chat Tools.png

Down arrow.png

Product name - ev itsm - big.png


Product name - ev itsm.png SaaS Version

Product name - ev itsm.png On-Premise Version

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Check icon.png

SaaS Version of Third-Party Product

On-Premise Version of Third-Party Product

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Not check icon.png

Step-by-Step Integration Process

Embedding Live Chat tools in Product name - ev sas - big.pngev Service Apps

In most cases, you embed your Live Chat tool in Product name - ev sas.png in three easy steps:

Step 1: Check the list of requirements.

  • You must have a user account for your Live Chat tool as well as the relevant login and password. If this is not the case, use the form to create an account. Validate and activate your new account by clicking the email link that will be sent to your email address.

    Note: If you do not receive the activation link, check the Spam folder of your email system.

Step 2: Copy the JavaScript code of the Chat widget.

1. Log in to your Live Chat account.

2. Copy the entire JavaScript code provided in the interface. This is generally found in the Administration module.

Step 3: Embed the JavaScript code in an Product name - ev sas.png app to display the Chat widget.


1. Go to Product name - ev sas.png and open the app you want.

2. Use a HTML Script widget to display the Chat widget:

  • Click Apps - Add widget icon.png in the Objects pane. Open the Basic category and click and drag the HTML Script widget to the Design pane.

    Best Practice icon.png You can place the HTML Script widget anywhere on the page because the Chat widget will appear by default at the bottom right of the user's screen. Nevertheless, to find it quickly without searching for the widget by name, you can insert it at the bottom of the page.

  • Rename the widget so you can identify it easily.
  • Paste the JavaScript code obtained in step 2 in Theme > Footer > Footer and check the Display box.

    Best Practice icon.png  Paste the code of the Chat widget in the Header or Footer section instead of the HTML Code field. This enables the Chat widget to be displayed without being restricted by the height of the HTML Script widget and to appear on all app pages.

Note: In some cases, you can also use the Secured Html widget and paste the JavaScript code directly in the Html Code field.

3. Click EVApps - GUI - Execute icon.png to switch to preview mode and check the visual layout and workability of the Chat widget.

Embedding Live Chat tools in Product name - ev itsm - big.pngev Service Manager

For each Live Chat tool, you should analyze the different integration options of the tool (e.g. sending of emails, SOAP Web service, REST, etc.) with third-party systems such as the Service Desk.

For tools such as where chat transcripts can be sent via email to external email addresses, you should refer to the procedure described in the document on integration within Product name - ev itsm.png.

Use Case

You can use a Chat widget to create closer ties with visitors to your website, with users of your apps and services, and with corporate co-workers, customers and partners. widget

     Open url.png See integration.


The Chat widget is integrated in the Standard Service Workplace template. To use it with this template, you should simply use your own account and replace the JavaScript code with the one corresponding to the property created for your app.

Zendesk Chat widget

     Open url.png See Zendesk Chat integration.


The Zendesk Chat widget enables users of your Product name - ev sas.png apps to communicate with a group of users.
         Example documentation icon FR.png  Communication with the Service Desk, HR team or Sales team

Operating principle

  • Members of the group can answer Product name - ev sas.png app users directly in the Zendesk Chat dashboard.
             Use case - Zendesk Chat Dashboard.png
  • The discussion thread in the Chat widget will automatically be updated in the Product name - ev sas.png app.
             Use case -  Service Workplace Template Chat - Reply.png
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