Hi Murni

Yes.  And no.  I think you will need to be very clear what you want and expect.

Sage can and does integrate with chat both live chat and Chatbots

AI driven Chatbots

We've played around with using Sage Pegg internally.  Pegg Several Sage products use Pegg as a sort of Help Assistant. You can type natural language questions into the Pegg box and Pegg will then suggest answers.  It's basically an interface to Microsoft QnA see:  Microsoft Customer Story-Sage creates customer support smart assistants with QnA Maker that get the right answers fast

But that is not doing work in Sage CRM as such (and we've deprioritised our work with Pegg for Sage CRM).  It wasn't doing insert, update and delete tasks against the database.

Live Chatbots

I've worked with the Self Service API in the past, and the REST API could also be used for this.  But are you working with an existing Chat application?  You will need to understand the facilities it provides to call other APIs.  Is it a remove service or installed on the CRM server?  

The live chat service could be respond.io, LiveChat, etc. nothing specific yet as the customer are still searching which are the best. The live chat will be on the customer website (not self service portal). 

Based on your answer, the live chat service need to have the ability to send API to CRM server. 

On Sage CRM, since Sage CRM does not have any chat features, I am planning to have custom tables to store the chat data, and build a custom features to view and reply to the live chat service.

Hi Murni

I think it would be good to layout the full customer journey and experience that your customer wants.  If the customer is visiting your website then you may want to consider capturing that visit into Sage CRM even before they start a chat.  Have a look at Link Sage CRM with Spotler marketing automation software and Make Lead Generation Work with our Integrations – Leadinfo  these capture visits and can flow straight into Leads etc.  

The chat details may need to be captured into new tables but ultimately it is a communication and there is already a structure in Sage CRM for that which is surrounded by workflow, escalations and notifications etc.

Hi murni
Everything you have described is possible. Take a look at https://www.tawk.to/ it has a fairly simple API. We used Webhooks and Node.js to interface with Sage CRM and the API allowed us to associate visitors with existing customers or create new records. We also used the ticket:create event to initiate a Case within CRM. It was a while back as we switched to 3CX Live Chat https://www.3cx.com/live-chat/ as part of our Telephone System offering, but I don't think much has changed.