Text Accounts: logging into LiveChat

LiveChat isn’t the only solution we provide to address the needs of support teams around the world. More and more customers use HelpDesk, ChatBot, and KnowledgeBase, all made by our company, to make their customers’ experience the best there is.

That’s why we want to introduce Text Accounts - one place to manage all your favorite tools.

What are Text Accounts?

Text Accounts allows our customers to sign in and log in to all our products with the same login. That includes the Dashboard, and Developers Console. You log in once, and when you open any Text-related platform, you’ll automatically be logged in without the need to manually type your credentials.

What are organizations?

To make your work with our products even more seamless, we introduced a new entity: organization. An organization allows you to manage all your products in one place. 

Right now, when you create a HelpDesk account, a LiveChat account, and a ChatBot account, or a KnowledgeBase account, you need to log in to your account in all of these products separately. You also need to manage them separately. With Text Accounts, when you create a license in any of our products, an organization will be created. With Text Accounts, all your products are available under one organization in the organization panel.

In the long run, we’re planning to introduce a panel (management app) where you’ll have all our products available in one place at your disposal.

Product and organization selections

Some of our customers need more than one product license. For example, you may have a production license in LiveChat, but you also need a test license for the development environment. 

LiveChat Accounts lets you log in to more than one organization with the same email address. So, when you log in, you can choose if you want to access your production environment (organization A) or your test environment (organization B).

Some of our customers need more than one product license. For example, you have a production license in HelpDesk, but you also need a test license for the development environment. With Text Accounts, you can log in to more than one organization with one email. So, when you log in, you can choose if you want to access your production environment (organization A) or your test environment (organization B). In each organization, you’ll be able to access products added to this organization, be it Helpdesk, LiveChat, ChatBot, or KnowledgeBase.

Common Issues

There is a chance that some of the accounts will have minor difficulties with logging in for the first time after the successful migration to Text Accounts. But don’t worry, we listed the common issues to make them as easy as possible for you.

The account was not verified before the migration, and it stayed in the LiveChat database

A technical requirement of the migration was to have a verified account. If you haven’t completed that action, the easiest way is to contact our support and let them know you want to use LiveChat again. We will handle your request within 36 hours.

Integration with Zapier

Customers using Zapier integration in LiveChat will be asked to reconnect. Users need to do it on their own. All triggers will remain intact. The action in the LiveChat object will require reconnection.

“Product not activated” page shows up

Your browser most likely needs clearing cookies and history. You can do it manually or use the link that does it for you: https://accounts.livechat.com/defaults

Multiple users are not able log into one account at the same time

The technical logic of handling authorization has changed, and we no longer allow the usage of one user account by many people. You need to add more unique users to your LiveChat application.

Organization and product selections FAQ

1. I have just one product in one organization but I still see organization and product selections. Why is that? How can I simplify it?

This is most likely because you have old product accounts registered under the same email; for example, an expired trial. Contact us so that we can remove it on your behalf.

2. I have 2 or more products in 2 different organizations - how can I merge it?

Contact our support team, describe the situation, and ask for the merge - see the full description in the next section.

3. I have multiple organizations with a different set of products and I often land on the “Request access” screen. How can I avoid this?

   • First of all, remember to log into the correct organization and product - if you have no assigned role in the product you selected, you’ll automatically land on the “Request access” screen. 
   • Keep in mind that LiveChat Accounts remembers the app where the login process has already started. To avoid confusion, please use the dedicated websites and apps of each of our products while trying to access them; for example, http://app.helpdesk.com.
   • Clean your browser and device cookies - sometimes it’s the fastest way to remove login obstacles.
   • Remove your old, unused products (full description in Point 1).

4. I have two organizations but don’t know which one to choose as their names do not make any sense. How can I fix it?

If you didn’t add the organization name while creating it, you will see the Organization ID as a display name which is generated automatically and is unique. You can change the display name in the LiveChat and ChatBot products. Click your avatar photo in the bottom left corner of the app, there you can find the Company details section, where you can change the name.

For now, only LiveChat and ChatBot apps include the option to change an organization name. We’ll add such options for all products in Accounts Panel which will let you handle them all in one place.

How to merge organizations

You may want to merge two organizations into one, combining their associated products. The procedure is simple and we handle it for you on our end.

In order to proceed, please contact our support team and keep in mind that:

1. There will only be one type of each product under the same organization after the merge. If you had two separate ChatBot accounts under two organizations, one of them will be deleted. In such a case, our agent will ask you which one you’d like to keep.
2. At least one of the organization owners should be verified on the chat in order to proceed with the merge. The verification process is seamless and our support agents will lead you through it.

How exactly does it work?

1. Organization A’s (the one that will remain) owner starts the merging process.

2. Organization B’s (which will disappear after the merge) owner and other account members will get:

   • Accounts created with all of the sufficient roles transferred from Organization B if they did not exist in Organization A before the merge.
   • Sufficient roles if they existed in Organization A before the merger.

3. Organization B will not exist after the merge.

Enable 2FA for your organization

Protect your accounts from unauthorized access by enabling the two-factor authentication (2FA) security feature.

2FA requires users to provide two pieces of information when logging in - a password and a code from an authentication app. By enabling such log in logic, you’re minimizing the chance for anyone unauthorized accessing your company data.

Learn how to set it up here.

In case of any questions, please start a chat with our support team!