SolarWinds Service Desk to LiveChat is a platform paradigm shift, not a like-for-like migration. Most ITSM objects have no LiveChat equivalent — plan for significant data model compression and archival.
There is no native migration path between SolarWinds Service Desk and LiveChat — no import wizard, no vendor-supported bridge, and no one-click tool. The fundamental challenge is a platform paradigm shift: SolarWinds Service Desk is a full ITIL-based ITSM platform (incidents, problems, changes, CMDB, assets) while LiveChat is a chat-first customer engagement tool with a drastically simpler chat → thread → event data model. Most SolarWinds data entities — including CMDB, change management, problem records, assets, and service catalog — have no equivalent in LiveChat, meaning roughly 85–90% of data requires archiving or migration to a separate tool. All migration approaches require custom work, whether through API-based extraction and transformation, CSV restructuring into HelpDesk, third-party migration services, or full custom ETL pipelines.
Read this first
Pair-specific gotchas that catch teams out. Each one has cost somebody a weekend.
Before you commit
LiveChat is not an ITSM platform. It does not support CMDB, change management, problem management, release management, SLA policies, or a service catalog. LiveChat's legacy Tickets feature stopped being available to new customers on June 1, 2023 and was fully sunset in January 2025 (livechat.com). If your team still needs ticket queues after the move, plan for LiveChat plus HelpDesk (a separate product from Text, the same company) rather than LiveChat alone. This guide assumes you've already made the strategic decision to move to a chat-first model.
Create custom fields first
In both SolarWinds and HelpDesk, custom fields must exist before import. If you use CSV import, fields that do not exist in the target will be silently dropped.
Rate limit math
At 1,000 requests per 10 minutes for LiveChat (or 200/minute for HelpDesk) and no bulk endpoint, importing 50,000 records each requiring ~3 API calls (ticket + comments + attachments) means 150,000 API calls. At HelpDesk's max throughput (200/min), that is 12.5 hours of continuous import — assuming zero retries. At LiveChat's rate (100/min effective), the same volume takes 25 hours. Budget accordingly and run imports overnight.
Agent creation trap
The LiveChat create_agent endpoint sends an invitation email — it does not immediately activate the agent. Any automation that assigns chats or sets routing status before the agent accepts the invitation will operate on a ghost record. Poll or webhook on agent_approved before treating provisioning as complete.
The runbook
Work top to bottom. Tick steps as you go — your progress is saved in this browser.
01 Discovery Establish why you are moving, what "done" means, and who signs off.
Objective A written scope with agreed success criteria, a named owner per workstream, and a budget approved by finance.
Keep these open
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Pull the real numbers out of SolarWinds Service Desk
Export counts for tickets (open and closed separately), contacts, organisations, attachments, macros, triggers, automations, views and SLA policies. Note the oldest ticket date — history depth drives the whole timeline. Estimating from memory is the single most common cause of a blown migration window.
Data Profiler Get real record counts instead of estimating from memory -
Decide what history actually moves
Agree a cut-off with the support lead: all history, last 24 months, or open tickets plus a read-only archive. Every extra year of closed tickets adds API time and cost without adding much agent value. Get this in writing — it is the decision people relitigate mid-cutover.
A "move everything" default is what turns a two-week migration into a two-month one.
COI & ROI Calculator Build the 36-month business case you will need for sign-off -
Confirm LiveChat can hold your support model
Walk your current workflow through LiveChat: multi-brand, business hours, SLA targets, CSAT, side conversations, public vs internal notes, and any channel you depend on (voice, chat, WhatsApp, social). List anything with no native equivalent — those are project risks, not configuration details.
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Build the business case
Model licence delta, migration effort, agent retraining, and the cost of staying put (Cost of Inaction). Executives approve a number, not a plan, and you will be asked for it again at the go/no-go.
Helpdesk Migration Planner Turn ticket volume into a dated SolarWinds Service Desk → LiveChat timeline -
Name owners and set the go/no-go date
One named owner each for data, configuration, integrations, and agent enablement, plus a decision-maker who can call a rollback. Put the go/no-go meeting in calendars now, 48 hours before the freeze.
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Plan requirement
API access requires the Advanced or Premier plan tier
SolarWinds Service Desk → LiveChat specifics
- Shifting from ITSM to customer-facing chat
- Teams that adopted SolarWinds Service Desk for internal IT but now need a customer-facing chat widget move to LiveChat for real-time visitor engagement, proactive greetings, and e-commerce integrations.
- Cost reduction
- SolarWinds Service Desk pricing starts at $39/agent/month (Team tier) and scales to $69/agent/month (Professional) and $89/agent/month (Enterprise). Teams that never use CMDB, change management, or release management pay for capabilities they don't touch. LiveChat starts at $20/agent/month (Starter) and $49/agent/month (Team), making it significantly cheaper for chat-only workflows.
- Platform consolidation with the Text ecosystem
- LiveChat is part of the Text product family (LiveChat, HelpDesk, ChatBot, Knowledge Base). Teams moving to this ecosystem often adopt LiveChat as the front channel, with HelpDesk handling asynchronous tickets.
- Agency and multi-brand use cases
- Agencies managing multiple client websites prefer LiveChat's multi-site widget deployment over SolarWinds' internal IT focus.
- Small business, <5K records, one-time move
- CSV export + HelpDesk import, or a third-party tool.
Don't move on until
- Record counts confirmed for tickets, contacts, organisations and macros
- Success criteria signed off by the support lead
- Freeze window provisionally booked with the business
02 Data Audit Find out what is actually in the data before you try to move it.
Objective A profiled, cleaned export with every quality defect either fixed at source or explicitly accepted.
Keep these open
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Take a full SolarWinds Service Desk export and profile it
Export to CSV or JSON and profile every file: row counts, null rates per column, distinct values, and type consistency. Compare row counts against the API totals from Discovery — a gap here means your export is silently truncated, usually by pagination.
Data Profiler Profile the SolarWinds Service Desk export for nulls, outliers and type drift -
Validate file structure before anyone writes a transform
Check delimiters, quoting, encoding (expect UTF-8, watch for BOMs and Latin-1), duplicate headers, and embedded newlines in ticket bodies. Ticket descriptions with raw newlines and commas break naive CSV parsers and silently shift columns.
A single unescaped quote in one ticket body can shift every subsequent column without any error.
CSV Validator Catch broken headers and ragged rows in the raw export -
Inventory PII and set retention
Scan for emails, phone numbers, payment card fragments, national IDs and anything else regulated in ticket bodies and custom fields — support tickets are where customers paste things they should not. Decide what gets migrated, masked, or dropped, and record the legal basis.
Ticket bodies and attachments routinely contain card and ID data that never appears in a structured field.
PII & Compliance Scanner Find regulated fields before they land in a new system -
Quantify duplicates, orphans and dead references
Count duplicate contacts (same email, different casing), tickets whose requester no longer exists, organisations with no members, and attachments whose parent ticket is gone. Fix these in SolarWinds Service Desk where you can — migrating them just moves the mess.
Data Cleaner Strip empty rows, stray whitespace and dead columns -
Clean and normalise the export
Trim whitespace, drop empty rows and columns, normalise casing on emails and tags, and standardise every timestamp to UTC ISO 8601. Timezone drift is invisible at load time and shows up weeks later as SLA reports nobody can reconcile.
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Produce a masked copy for sandbox work
Generate a realistic but fake version of the export for testing and for any vendor who needs sample data. Loading real customer PII into a sandbox is a breach in most jurisdictions, and sandboxes are rarely covered by your DPA.
PII Masker Generate a safe copy for sandbox and vendor testing
SolarWinds Service Desk → LiveChat specifics
- Authentication
- Bearer token (JSON Web Token generated from admin user settings) (documentation.solarwinds.com)
- Pagination
- Page-based, max 200 records per page via per_page parameter
- Rate limits
- Not publicly documented. Community reports suggest throttling above ~100 requests/minute. Implement exponential backoff on 429 responses.
- Reconciliation table audit
- Verify every source record has a corresponding target record with a valid ID.
- Tag-based cleanup (partial rollback)
- If all migrated records were tagged with swsd-{id}, you can query by tag and delete records programmatically via the API. This is time-consuming at scale but preserves any new records created natively in LiveChat after cutover.
Don't move on until
- Export parses cleanly with no ragged rows or encoding errors
- PII inventory complete and retention decisions recorded
- Duplicate and orphan records quantified and triaged
03 Field Mapping Turn two schemas into one signed-off mapping spec.
Objective A reviewed field-level mapping covering every object, with an explicit decision for every field that has no target.
Keep these open
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Generate the first-pass SolarWinds Service Desk → LiveChat field map
Start from an automated match on both schemas, then review every row by hand. Automated matching gets the obvious 70% right and is confidently wrong on the rest — especially anything named "type", "status" or "custom_field_1".
Schema Mapper Opens pre-loaded with the SolarWinds Service Desk → LiveChat field pair -
Map status, priority and channel values, not just field names
Enumerate every value in each picklist on both sides and map them explicitly. Value-level mismatches are the defect class that survives all the way to production because the field itself mapped fine — a ticket that should be "Pending" arriving as "Open" reopens SLA clocks.
Statuses with no target equivalent (on-hold, pending-customer) need a policy decision, not a best guess.
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Decide how custom fields land
Create the target custom fields first, matching type exactly (a dropdown mapped to free text can never be mapped back). Where LiveChat has no equivalent, decide between a new custom field, a tag, or a note appended to the ticket body — and record which.
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Resolve identity and threading
Decide how source IDs are preserved — most platforms will not let you set the primary key, so keep the original ID in a custom field. Without it, reconciliation becomes fuzzy matching and every future support question about an old ticket is unanswerable.
Losing the original ticket ID makes reconciliation and rollback effectively impossible.
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Plan attachments, inline images and threading order
Confirm size limits, allowed MIME types, and whether inline images survive as attachments or need rehosting. Decide the comment ordering and author attribution rules: comments loaded out of order, or all attributed to the API user, destroy the conversation history agents rely on.
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Freeze and sign off the mapping spec
Version the spec, walk the support lead through it row by row, and get explicit sign-off. Any change after this point goes through change control — mid-flight mapping edits are how partial loads happen.
SolarWinds Service Desk → LiveChat specifics
- Missing requesters
- SolarWinds allows incidents without a requester email in some configurations. LiveChat/HelpDesk requires a customer identifier. Assign orphaned records to a placeholder contact (e.g., unknown-requester@migration.local) and flag them for manual review.
- Deleted agents
- If a SolarWinds incident is assigned to an agent who has left the company, map that ticket to a generic "Legacy Support" agent in LiveChat.
- Character limits
- If a SolarWinds description exceeds LiveChat's 16 KB event limit, split the text and append the remainder as a follow-up event.
- HTML stripping
- SolarWinds rich-text fields contain HTML that LiveChat may not support. Strip unsupported tags or convert to plain text while preserving line breaks.
Don't move on until
- Every source field is mapped, deliberately dropped, or parked in a custom field
- Status, priority and channel value maps agreed with the support lead
- Mapping spec version-controlled and signed off
04 Test Migration Prove the pipeline on a small, representative slice.
Objective A pilot load into a LiveChat sandbox that reconciles cleanly and has been reviewed by real agents.
Keep these open
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Stand up a LiveChat sandbox that matches production config
Create the custom fields, groups, brands, business hours and SLA policies first. A pilot into a default sandbox tests nothing, because the failures you care about are all configuration mismatches.
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Pick a deliberately nasty pilot sample
Take 500-1000 records chosen for difficulty, not convenience: the longest ticket threads, tickets with the most attachments, non-Latin character sets, merged and split tickets, deleted requesters, and every status value. A clean random sample proves only that easy records are easy.
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Run the load with masked data and instrument everything
Log every API request and response with its source record ID. When 40 records fail out of 10,000 you need to know exactly which ones and why, without re-running the whole batch.
PII Masker Never load real customer PII into a sandbox -
Measure real throughput against the rate limit
Record achieved records-per-hour under LiveChat's actual rate limits, including retries and backoff. Extrapolate to the full volume: if the maths says the full load exceeds your freeze window, you fix that now, not on cutover night.
Published rate limits are ceilings, not throughput. Assume real-world rates are meaningfully lower once retries and backoff are counted.
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Reconcile the pilot and triage every failure
Diff source against target on record counts and field-level values. Every discrepancy gets a root cause and a fix — "probably fine" at pilot scale becomes thousands of broken records at full scale.
Migration Validation Tool Diff the pilot batch against source before scaling up -
Put real agents in front of the pilot data
Have two or three agents work sample tickets end to end in the sandbox. They find the things reconciliation cannot see: unreadable threading, missing context, macros that no longer make sense. Fix the mapping, then re-run.
Don't move on until
- Pilot batch reconciles to 100% on record counts
- Agents have reviewed sample tickets and confirmed they are workable
- Measured throughput extrapolates to a viable full-load window
05 Cutover Execute the switch inside a controlled, reversible window.
Objective All in-scope data live in LiveChat, agents working in the new system, and a rollback path that stayed available throughout.
Keep these open
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Pre-load history before the freeze
Load closed tickets and contacts days or weeks ahead while SolarWinds Service Desk stays live. Only open tickets and the final delta need to move inside the freeze — this is the single biggest lever on window length.
Helpdesk Migration Planner Size the freeze window from LiveChat's real API limits -
Publish the runbook with times, owners and abort criteria
A timed sequence: freeze start, final export, delta load, channel switch, smoke test, go/no-go, agent switch. Name who does each step and the explicit condition that triggers a rollback. Decide the abort criteria before the night, when nobody wants to be the one to call it.
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Freeze SolarWinds Service Desk and take the final delta
Stop new ticket creation, let agents finish in-flight replies, then export everything changed since the pre-load. Announce the freeze to the whole business, not just support — someone always tries to raise a ticket during it.
Tickets created during an unenforced freeze land in the old system and are the most common source of permanently lost data.
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Load the delta and open tickets
Run the delta load, then reconcile counts before touching any channel. Do not repoint email until the delta has verified — an inbound ticket arriving mid-load is far harder to untangle than a few extra minutes of freeze.
Migration Validation Tool Confirm the final delta landed before you reopen -
Repoint channels and verify with live traffic
Switch email forwarding and MX or connector settings, update chat widgets and web forms, and re-authorise integrations. Then send real test tickets through every channel and confirm each lands, routes and triggers the right automation.
Email forwarding changes can take up to a full DNS TTL to propagate — check the TTL days in advance and lower it if needed.
Cron Expression Builder Schedule the delta syncs that run through the freeze -
Run the go/no-go and switch the agents
Walk the exit criteria with the decision-maker, call it explicitly, then move agents over with a named person on hand for the first few hours. Keep SolarWinds Service Desk read-only rather than cancelled — cancelling the old contract on day one removes your only fallback.
SolarWinds Service Desk → LiveChat specifics
- Parallel operation
- Run both systems simultaneously for 30–90 days. Route new requests to LiveChat while keeping SolarWinds active for reference. This is the safest approach and the one we recommend.
- Account reset (nuclear option)
- If the migration fails validation completely, delete the LiveChat/HelpDesk account and recreate it from scratch.
- Recovery baseline
- Maintain a full SolarWinds export (API + CSV) as your recovery baseline. Store it independently of both platforms.
Don't move on until
- Full historical load complete and counts matched
- Inbound channels repointed and verified with live test tickets
- Rollback decision point passed explicitly, not by default
06 Validation Prove the migration is complete, then close it out.
Objective Documented evidence that data, workflow and reporting all survived, and a signed acceptance.
Keep these open
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Run the full reconciliation
Compare source and target on every object: total counts, counts by status, counts by group, attachment counts, and field-level spot checks on a random sample. Produce one report you can hand to an auditor.
Migration Validation Tool Reconcile SolarWinds Service Desk and LiveChat record-for-record -
Verify field completeness, not just record counts
Re-profile the loaded data and compare null rates per field against the source profile. Matching record counts with a field that silently arrived empty is the failure mode counts alone will never catch.
Data Profiler Prove field completeness held up through the load -
Rebuild reporting and compare against baselines
Recreate your core dashboards — volume, first response time, resolution time, CSAT — and compare to pre-migration figures for the same period. Explain every variance; a changed SLA calculation is a real finding, not a rounding error.
SLA and first-response metrics are usually recalculated from the loaded timestamps, so they will differ if any timestamp mapping was approximate.
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Test the workflow layer end to end
Fire every trigger, automation, SLA escalation, macro and notification with a live ticket. Workflow does not migrate — it gets rebuilt — so it is untested until someone has actually watched it run.
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Confirm compliance and produce the audit trail
Re-scan the loaded data for regulated fields, confirm retention and deletion policies are configured in LiveChat, and file the evidence with your PII decisions from the audit phase.
PII & Compliance Scanner Produce the compliance evidence your auditor will ask for -
Sign off, then decommission on a schedule
Get written acceptance against the Discovery success criteria. Keep SolarWinds Service Desk read-only for an agreed period (30-90 days is typical), take a final archive export, and only then cancel. Diarise the decommission date so it does not quietly renew.
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Record counts
Compare total incidents extracted vs. total tickets/chats created, broken down by status and date range.
SolarWinds Service Desk → LiveChat specifics
- Field-level sampling
- Pull 2% of records (minimum 50) and verify subject, description, status, priority, and assignee match.
- Status distribution
- Verify that the open/closed/pending ratio in the target matches the source within 1%.
- Agent assignments
- Confirm tickets are assigned to the correct agents.
- Search verification
- Search for 10 specific known tickets by subject or customer email.
- Attachment spot check
- Open 20 attachments across different file types (PDF, PNG, DOCX, XLSX) and verify they render correctly.
Don't move on until
- Full reconciliation report attached to the project record
- Reporting baselines match pre-migration figures within agreed tolerance
- Formal acceptance signed and archive retention scheduled
Field mapping reference
The field-by-field mapping for each object. Use this as the starting point for your mapping spec.
Object Equivalent
| SolarWinds Service Desk field | LiveChat field | Notes |
|---|---|---|
| Incidents | Chats (or HelpDesk Tickets) | Incidents map loosely to chat threads. For async tickets, you need HelpDesk. |
| Problems | ❌ None | No equivalent. Archive or migrate to a separate tool. |
| Changes | ❌ None | No equivalent. |
| Releases | ❌ None | No equivalent. |
| CMDB / Configuration Items | ❌ None | Export and archive separately. |
| Assets / Hardware | ❌ None | No equivalent. |
| Knowledge Base Articles | Knowledge Base (Text product) | Separate product. Requires independent migration. |
| Users (Agents) | Agents | Direct mapping. Role model is simpler in LiveChat (Owner, Admin, Agent vs. SolarWinds' Administrator, Full Agent, Limited Agent). |
| Groups | Groups | Direct mapping. |
| Service Catalog | ❌ None | No equivalent. |
| Contracts / Vendors | ❌ None | No equivalent. |
| Departments | ❌ None | Use LiveChat Groups as a proxy. |
| Custom Fields | Chat Properties / HelpDesk Custom Fields | LiveChat uses a Properties system (key-value pairs by namespace), not traditional custom fields. HelpDesk custom fields are more conventional. |
Incident Chat
Incidents map loosely to chat threads but require significant structural transformation, and historical timestamps cannot be preserved natively in LiveChat.
| SolarWinds Service Desk field | LiveChat field | Notes |
|---|---|---|
| name (subject) | HelpDesk ticket subject | Direct. Truncate if over 255 chars. |
| description | First event in chat thread / ticket body | HTML → plain text or Markdown. Strip unsupported tags. |
| state | HelpDesk ticket status | Map: New→Open, Assigned→Open, In Progress→Open, On Hold→Pending, Resolved→Solved, Closed→Closed |
| priority.name | HelpDesk ticket priority | Map: Critical→Urgent, High→High, Medium→Normal, Low→Low |
| category / subcategory | Tags or custom fields | Prepend category: / subcategory: |
| assignee.email | Agent assignment | Match by email. Agent must exist in LiveChat first. |
| requester.email | Customer/requester | Match or create by email |
| comments | Thread replies / ticket notes | Preserve author, timestamp, and visibility. Public → customer-facing. Private → agent-only. |
| created_at | Created date | ISO 8601 direct. Note: LiveChat created_at on events is server-generated. |
| updated_at | Updated date | Direct |
| due_date | ❌ No direct equivalent | Store in custom field or notes |
| site | ❌ No direct equivalent | Map to LiveChat Group or tag |
| custom_fields_values | HelpDesk custom fields or chat properties | Create matching fields first. Type coercion may be required. |
| attachments | Ticket attachments | Download and re-upload. 10 MB limit per file. |
| linked_assets | ❌ No equivalent | Store as structured note text |
| linked_problems | ❌ No equivalent | Store as structured note text |
| id | Tag: swsd-{id} or custom field | Store for audit trails and traceability |
Risk matrix
Per-object risk for this pair. Plan extra validation around anything marked high.
| Object | Risk | Notes |
|---|---|---|
| Incidents / Tickets | high | Incidents map loosely to chat threads but require significant structural transformation, and historical timestamps cannot be preserved natively in LiveChat. |
| CMDB / Configuration Items | high | LiveChat has no CMDB or configuration management capability whatsoever; this data must be archived or migrated to a completely separate tool. |
| Problems / Changes / Releases | high | No equivalent exists in LiveChat for problem, change, or release management records, so these ITIL workflows are entirely lost in the migration. |
| Assets / Hardware | high | LiveChat has no asset management functionality, requiring all asset data to be exported and stored in an external system. |
| Custom Fields | medium | LiveChat uses a key-value Properties system by namespace rather than traditional custom fields, requiring careful remapping and potential loss of complex field types. |
| Agents / Users | low | Agents map directly between platforms, though LiveChat's simpler role model (Owner, Admin, Agent) may require collapsing SolarWinds' more granular role assignments. |
| Groups / Departments | low | SolarWinds groups map directly to LiveChat groups, and departments can be approximated using LiveChat groups as a proxy. |
| Knowledge Base Articles | medium | Articles can migrate to the Text Knowledge Base product, but it is a separate product requiring an independent migration process and additional subscription. |
| Attachments | high | Attachments and embedded images are not included in SolarWinds CSV exports, requiring API-level extraction and separate upload handling during migration. |
| Service Catalog | high | LiveChat has no service catalog concept, so all catalog items, request forms, and approval workflows are completely lost with no migration target. |
The hard parts
What makes this specific migration difficult, beyond the mechanics.
Fundamental Data Model Mismatch
SolarWinds' ITIL-based incident/problem/change/CMDB model has almost no structural overlap with LiveChat's chat → thread → event hierarchy, requiring a non-trivial transformation layer for every migrated record.
No Native Migration Path
Neither platform offers an import wizard, bulk migration tool, or vendor-supported bridge, so every migration approach requires custom development or third-party tooling.
Timestamp Fidelity Loss
LiveChat generates event timestamps server-side, meaning replayed historical conversations will not retain their original creation dates unless source timestamps are stored in custom properties or an external archive.
API Rate Limit Constraints
LiveChat's Configuration API is rate-limited to 1,000 requests per 10 minutes per license (shared across all tokens), and SolarWinds' undocumented rate limits throttle around 100 requests per minute, making large-scale data extraction and loading slow.
ITSM Data Without Destination
Critical SolarWinds objects — CMDB/configuration items, problems, changes, releases, assets, service catalog, and contracts — have no LiveChat equivalent and must be archived or migrated to an entirely separate system.
Attachment and Audit Trail Gaps
SolarWinds CSV exports do not include attachments or embedded images, and comments and audit trails may not export cleanly, requiring API-level extraction to preserve full record fidelity.
Tools used in this playbook
All free, all run entirely in your browser — nothing is uploaded.
FAQ
Can I migrate SolarWinds Service Desk data directly to LiveChat?
No. There is no native import path between SolarWinds Service Desk and LiveChat. Every migration approach requires either API-based scripting, a third-party migration tool, or CSV export with manual restructuring. LiveChat's data model (chats, threads, events) is fundamentally different from SolarWinds' ITSM model (incidents, problems, changes, CMDB).
What SolarWinds Service Desk data cannot be migrated to LiveChat?
LiveChat has no equivalent for CMDB/configuration items, problem management records, change management records, releases, assets/hardware, service catalog items, SLA policies, or vendor contracts. These objects must be archived separately or moved to a different tool.
What are the LiveChat API rate limits for data migration?
LiveChat's Configuration API is limited to 1,000 requests per 10 minutes per license, shared across all tokens and integrations. There is no bulk import API, so each record requires individual API calls. For 50,000 records requiring roughly 3 calls each, expect at minimum 25 hours of continuous import time.
Do I need HelpDesk in addition to LiveChat for a full migration?
In most cases, yes. LiveChat handles real-time chat conversations but its legacy Tickets feature was sunset in January 2025. HelpDesk, a separate product from Text (the same company), provides ticket management. Most SolarWinds incidents map better to HelpDesk tickets than to LiveChat chat threads.
Will attachments and private comments migrate cleanly from SolarWinds to LiveChat?
Not one-to-one. SolarWinds comments can include files up to 25 MB each, while LiveChat's Agent API enforces a 10 MB upload limit. Oversized files need external storage. Private comments require explicit mapping to agents-only visibility events or an external archive.