Migrate from LiveChat to message.com

LiveChat (Inc., parent of HelpDesk and ChatBot) is a per-agent chat product. message.com swaps in a unified inbox without per-seat pricing and folds in tickets and phones.

What stays the same

• Snippet install pattern.
• Pre-chat surveys and forms. Both support them. See Widget customization.
• Canned responses. LiveChat canned → message.com saved replies (API).
• Tags and groups. LiveChat groups → message.com departments.

What is different

• No per-agent pricing.
• Unified inbox. LiveChat's helpdesk product (HelpDesk by Text) is separate; message.com bundles tickets natively.
• Native phone. Not in LiveChat's scope.
• AI included. LiveChat's ChatBot product is separately priced.

1. Export LiveChat data

1. From the LiveChat admin, open Reports → Archives. Export chats as CSV.
2. For larger workspaces, use the LiveChat REST API: /v3.5/agent/action/list_chats to paginate full history.
3. Export customers from Customers → Export or via API /v3.5/customer/action/list_customers.
4. Document active tags, groups, and canned responses.

2. Set up message.com

1. Sign up at app.message.com/register.
2. Recreate groups as departments. See Route by department.
3. Copy the install snippet.

3. Import contacts

Upload customers CSV under Settings → Visitors → Import. Map:

• LiveChat email → email.
• LiveChat name → name.
• LiveChat id → externalId with livechat: prefix.
• Custom fields → attributes.

4. Swap the snippet

Remove the LiveChat snippet (loads from cdn.livechatinc.com). Paste:

<script>
  (function(d,s,o){
    var j=d.createElement(s);j.async=1;j.src='https://app.message.com/widget.js';
    j.dataset.workspace=o;
    d.head.appendChild(j);
  })(document,'script','YOUR_WORKSPACE_ID');
</script>

5. Re-implement helper flows

• Canned responses → Saved replies.
• ChatBot scenarios → AI agent with custom tools. See Build an AI agent with tools.
• Pre-chat survey → widget pre-chat field configuration.

Cutover checklist

• Snippet on a staging URL: launcher renders, identify wires up.
• Departments mirror old LiveChat groups.
• Saved replies and AI flows ready.
• CSP allowlist updated.
• Mobile tested.
• Dual-load for one week.
• Remove LiveChat snippet.
• Cancel LiveChat subscription.

Common pitfalls

• LiveChat Marketplace apps. Custom apps and integrations do not transfer. Find equivalents or rebuild small ones via webhooks.
• HelpDesk.com (separate product). If you also used HelpDesk by Text, plan that migration in parallel; see Migrate from HelpDesk.com.
• ChatBot.com (separate product). Bot scenarios rebuild as AI agent flows in message.com.
• Archive retention. LiveChat archives stay accessible during your downgrade grace period. Export everything before final cancel.