AI Features for Customer Support
Automate support with LiveAgent's AI Chatbot & Answer Assistant. Boost productivity, response speed ...
Features
Get to know all LiveAgent features that are part of the comprehensive multi-channel help desk software, all described in one place and in depth.
AI Answer Improver
Empower your support with LiveAgent's AI Answer Improver—refine, extend, or simplify replies instant...
AI Chatbot
LiveAgent's AI-powered chatbot automates customer interactions, improves response times, and reduces...
AI self-learning loop
LiveAgent's AI self-learning loop automatically turns resolved support tickets into structured knowl...
AI Autoresponder
Transform your customer support efficiency with LiveAgent's AI Autoresponder, an intelligent automat...
AI Answer Composer
Transform customer support with LiveAgent AI Answer Composer—generate perfect, context-aware replies...
AI Human Handover
LiveAgent's AI Human Handover feature enables seamless transitions from chatbot to human agents. Age...
AI ticket validation & autoresponse
LiveAgent's AI ticket validation and autoresponse agent automatically screens incoming support ticke...
AI ticket triage & categorization
LiveAgent's AI ticket triage and categorization automatically reads incoming support tickets and ass...
AI credits
Learn how AI credits power LiveAgent's AI features, how much they cost, and how to track and control...
Ticketing system features
LiveAgent's ticketing system brings together essential ticketing feature elements such as mass actio...
Agent Collision Detection
Prevent multiple agents from working on the same ticket with LiveAgent's Agent Collision Detection. ...
Agents
Help desk agents provide customer support via email, chat, phone, and more, resolving issues like bi...
Audit Log
Audit logs track support agents' activities to enhance performance and customer service. LiveAgent o...
Automated Ticket Distribution
Automated ticket distribution in LiveAgent assigns help desk tickets to agents based on predefined r...
Rules
LiveAgent's automation rules streamline customer support by automating tasks like ticket transfers, ...
Business hours
Learn about the importance of setting business hours for SLA compliance, avoiding penalties, and enh...
Canned Messages (Macros)
Boost efficiency with LiveAgent's canned messages! Save time answering FAQs across channels with pre...
Contact Fields
LiveAgent's contact fields store detailed information about contacts, like name, email, and job posi...
Contact Form Gallery
Explore LiveAgent's Contact Form Gallery to add customizable forms on your website. Choose from vari...
Contact Forms
LiveAgent offers customizable contact forms to enhance customer engagement on websites. These forms ...
Contacts
Help desk contacts in LiveAgent store essential customer information for personalized marketing and ...
Custom roles
Custom roles in LiveAgent enable the creation of tailored agent roles with specific permissions, enh...
Departments
Help desk departments organize help desks by grouping specialized agents to handle specific queries,...
Email forwarding
Email forwarding in LiveAgent connects different email providers to your help desk for seamless tick...
Email Notifications
Stay informed with LiveAgent's email notifications. Never miss replies or new tickets by activating ...
Email templates
Email templates are customizable preformatted structures for marketing, sales, and info emails, avai...
Hybrid ticket stream
Discover the Hybrid Ticket Stream feature by LiveAgent, a must-have for efficient customer support. ...
Mass actions
Discover how LiveAgent's mass actions feature boosts efficiency for your support team by allowing bu...
Merge Tickets
Combine duplicate tickets effortlessly with LiveAgent's Merge Tickets feature. Streamline support, s...
Multiple ticket tabs
Discover LiveAgent's multiple ticket tabs feature, enabling agents to handle multiple customer queri...
Notes
Discover the benefits of help desk notes with LiveAgent! Explore different types, learn how to use t...
Online ticket history (URL)
Access LiveAgent's online ticket history for easy retrieval of past tickets via email links. Share u...
Pause
LiveAgent's pause feature allows customer service agents to take breaks without receiving new ticket...
Predefined answers
Boost customer support efficiency with LiveAgent's predefined answers! Create longer, customizable r...
Responsibility
LiveAgent's responsibility feature assigns and tracks support ticket ownership, automating transfers...
Search & Replace
LiveAgent's Search & Replace feature enhances helpdesk security by automatically masking sensitive d...
Service Level Agreement (SLA)
Learn about Service Level Agreements (SLAs) and their role in defining customer expectations and pro...
Sounds
Customize or disable notification sounds in LiveAgent by choosing from existing options or uploading...
SPAM filters
Spam filters detect and block unsolicited and malware-laden emails using algorithms and various filt...
Split Tickets
Split tickets in LiveAgent allow users to duplicate and assign tickets with multiple issues to diffe...
Tags
Tags in LiveAgent help organize help desk tickets, enhancing agent efficiency and response times, le...
Ticket Export
Effortlessly export tickets into HTML, PDF, or CSV with LiveAgent's powerful export feature. Enhance...
Ticket fields
LiveAgent's custom ticket fields enhance customer support by storing essential data, speeding respon...
Ticket/Customer insights (CRM)
LiveAgent's CRM tool offers ticket/customer insights by storing customer data, past interactions, an...
Filters
Ticketing filters in LiveAgent help you quickly locate specific tickets by applying settings and rul...
Time rules
Time rules in LiveAgent are time-based automation tools for tasks like help desk clean-up and email ...
Time tracking
Discover how LiveAgent's time tracking feature can enhance productivity and efficiency for your team...
To Solve Button
The To Solve Button in LiveAgent alerts agents to high-priority, unresolved tickets tied to SLAs. It...
Universal inbox
LiveAgent's universal inbox centralizes emails, calls, social media, and chats into one dashboard, b...
WYSIWYG editor
The WYSIWYG editor in LiveAgent allows easy content formatting for emails, templates, and knowledge ...
Companies
LiveAgent's companies feature helps organize and store company information in your help desk. Custom...
Agent Ranking
LiveAgent's Agent Ranking feature enables customer feedback on support interactions, helping identif...
Contact Groups
Segment your customers effortlessly with LiveAgent's contact groups. Enhance marketing, prioritize r...
Attachments
LiveAgent enhances communication with attachments in emails, chats, forms, and knowledge bases. Easi...
Copy & Paste Images
LiveAgent's Copy & Paste feature lets you easily integrate images into email tickets, enhancing comm...
Live Chat Features
LiveAgent's live chat software enhances customer service with real-time communication, customizable ...
Chat Button Animations
Animate chat buttons with LiveAgent to boost engagement and sales. Customize with various effects an...
Chat Button
Enhance customer service with LiveAgent's customizable chat button. Direct inquiries, enable offline...
Chat Button Gallery
LiveAgent's Chat Button Gallery offers a variety of predefined live chat button styles for easy webs...
Chat Distribution
Enhance agent efficiency with LiveAgent's automatic chat distribution. Choose from various routing o...
Chat Embedded Tracking
LiveAgent's chat embedded tracking lets businesses track live chat conversions in Google Analytics, ...
Chat History
LiveAgent's Chat history feature enhances customer service by storing previous communications, enabl...
Chat Invitation Gallery
LiveAgent's Chat Invitation Gallery lets you engage website visitors with customizable chat invitati...
Chat window docking
Chat window docking lets chat buttons be docked to a website's side for better customer experience a...
Chats Overview
LiveAgent's Chats Overview feature offers insights into website visitors, including their location a...
Internal Chat
Boost team collaboration with LiveAgent's internal chat! Share instant messages, attachments, and ti...
Max queue length
Improve customer satisfaction with LiveAgent's max queue length feature. Manage agent shifts, reduce...
Online Visitors
Track website visitors in real-time with LiveAgent's Online Visitors feature. View visitor activitie...
Proactive Chat Invitations
Boost ROI by 105% with LiveAgent's multilingual, customizable proactive chat invitations. Enhance cu...
Real-time Chat
LiveAgent's real-time chat tool enhances customer interaction with instant responses, boosting satis...
Real-time typing view
Speed up your live chat with real-time typing view. See what customers are typing before they send m...
Website Visitor Tracking
LiveAgent's website visitor tracking feature lets you see the URL your customer is on during chats, ...
Call center features
LiveAgent's call center streamlines operations with features like automatic call distribution, recor...
Automatic Callback
LiveAgent's automatic callback feature enhances customer satisfaction by allowing callers to request...
Call Button
LiveAgent's call buttons enable easy in-browser calls, enhancing the customer experience by reducing...
Call Detail Records
Call detail records (CDRs) capture metadata about phone interactions in contact centers. They provid...
Call device scheduling
LiveAgent's Call Device Scheduling automates agents' call availability by allowing them to set speci...
Call routing
Call routing, or Automated Call Distribution (ACD), automatically directs incoming calls to specific...
Call transfers
LiveAgent's attended call transfers enhance customer satisfaction by ensuring calls are efficiently ...
Internal calls
Enhance team collaboration with LiveAgent's Internal Calls. Make free voice calls with colleagues di...
IVR (Interactive Voice Response)
Effortlessly manage calls with LiveAgent's customizable IVR system. Improve customer satisfaction, r...
Softphones
LiveAgent's hosted call center software supports softphones for VoIP calls from devices, enhancing c...
Supported call devices
LiveAgent supports various call devices such as headsets, browsers, mobile apps, and hardware phones...
Unlimited call recordings
LiveAgent's Unlimited Call Recordings feature stores all calls securely for legal, training, or supp...
Video call
Enhance customer service with LiveAgent's browser-based video calls. Personalize interactions using ...
Customer service reports features
Customer service reports offer insights into performance, improvement areas, and top-performing depa...
Agent availability
Monitor your agents' availability in real-time with LiveAgent's comprehensive reporting tools. Easil...
Agent Report
Get detailed insights into agent performance with LiveAgent's Agent report. Track work time, tickets...
Channel report
LiveAgent's Channel Report provides insights into customer communication channels like email, live c...
Department Report
Department reports in LiveAgent allow organizations to allocate tickets and assign agents to various...
Performance report
Monitor and boost your support team's performance with LiveAgent's customizable reports, charts, and...
SLA compliance report
Monitor and track your team's SLA compliance with LiveAgent's reports. Set SLA levels, rules, and ex...
SLA Log Report
LiveAgent's SLA Log Report tracks fulfilled and missed SLAs, sortable by various parameters and expo...
Tag Reports
LiveAgent's Tag Reports enhance support workflows by using tags to categorize tickets and create cus...
Time Report
LiveAgent's time tracking tool enhances team productivity by monitoring ticket resolution time and p...
Gamification features
Gamification in customer service boosts agent engagement, productivity, and collaboration through re...
Benchmarks and leaderboards
Track and enhance customer support with LiveAgent's benchmarks and leaderboards. Monitor personal st...
Levels
Motivate your support team with LiveAgent's gamification! Unlock 12 levels, boost teamwork, and prod...
Rewards & Badges
Boost productivity with LiveAgent's gamification using rewards and badges. Assign customizable badge...
Multilingual support features
Boost customer service with LiveAgent's multilingual support in 43 languages, customizable widgets, ...
Customer portal features
LiveAgent's customer portal offers features like a knowledge base, feedback forum, and ticket submis...
Customer Forum
Discover how LiveAgent's customer forums boost satisfaction and productivity with internal and publi...
Feedback & Suggestions
LiveAgent's Feedback & Suggestions feature allows customers to provide feedback and ideas via a user...
Internal Knowledge Base
Boost team efficiency with LiveAgent's Internal Knowledge Base! Organize company info, guides, & new...
Multi Knowledge Base
Create multiple customer portals with unique design and content using LiveAgent's Multi Knowledge Ba...
WYSIWYG editor for articles
Create professional knowledge base articles with LiveAgent's WYSIWYG editor, featuring easy-to-use f...
Mobile help desk apps
Stay connected on the go with LiveAgent's mobile help desk apps for Android and iOS. Plans start at ...
Help Desk Security features
LiveAgent's help desk security ensures customer protection through IP bans, 2-step verification, HTT...
2-Step Verification
Secure your LiveAgent account with 2-Step Verification using Google Authenticator for extra security...
Ban IPs
LiveAgent's Ban IPs feature blocks specific visitor IPs to prevent them from disrupting interactions...
GDPR
LiveAgent is a GDPR-compliant help desk software offering secure data protection, multiple communica...
HTTPS Encryption
LiveAgent uses HTTPS encryption to secure all browser communication, including chat and email. Start...
Multiple data centers
LiveAgent offers multiple data centers worldwide, ensuring optimal server access and data security. ...
Password Validator and Audit Log
Ensure strong passwords and track changes with LiveAgent's Password Validator & Audit Log. Enhance s...
Single Sign-On (SSO)
Single Sign-On (SSO) allows secure access to multiple systems with one login. Set up SSO in LiveAgen...
Web Contact Cards Features
Web contact cards are browser extensions by LiveAgent that display contact info for people and busin...
Help Desk Integrations
Boost workflow efficiency with LiveAgent's help desk integrations like Slack, Zapier, and API. Autom...
API
LiveAgent's API enables seamless software communication, supporting actions like company retrieval a...
CMS
Manage content with LiveAgent's dashboard and WYSIWYG editor. Integrate with CMS like WordPress, Squ...
Computer Telephony Integration
Computer Telephony Integration (CTI) links desktops and phones, enhancing call center efficiency. Li...
Email marketing
LiveAgent offers email marketing tools to boost customer engagement and sales through personalized c...
Migration plugins
Easily migrate your data to LiveAgent with our plugins, transferring tickets, contacts, agents, and ...
