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Features

Features

Get to know all LiveAgent features, that are part of the complex multi-channel help desk software. Described in one place and in depth.

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Ticket Management

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Security

Browser Extensions

Integrations

Ticketing system

Handle all your customer inquires from one interface! Learn about LiveAgent's Ticketing system and its features. Read more about ticketing system
Agents

Agents manage and respond to all queries in your help desk.
Agent collision detection

Prevent multiple agents from working on the same ticket.
Agent ranking

Receive ratings & identify trends after each interaction.
Audit log

Use audit logs as reference points if queries escalate.
Attachments

LiveAgent offers an option to drag & drop files (images, music, video, documents. ) to your…
Automated ticket distribution

Automatically create optimal workloads for your agents.
Business hours

LiveAgent’s Business hours configures your SLA levels to take action only during specified time periods with…
Canned messages (Macros)

Canned messages can save you some time and you can use that to write replies. They…
Companies

Organize contacts into companies as needed.
Contact fields

Gather & store information about your contacts or companies.
Contact form gallery

Choose a contact form for your site from our premade gallery
Contact forms

Make yourself accessible by utilizing built-in contact forms.
Contact groups

Contact groups can be created and customized to your needs. Create contact groups according to your…
Contacts

Store & manage all relevant customer info inside LiveAgent.
Copy & Paste images

Copy & paste images inside your tickets.
Custom roles

What is a custom role? Custom roles is a feature that provides the ability to create…
Departments

Distribute tickets and support agents into departments.
Email forwarding

E-mail forwarding is an important thing for any help desk software. A support email that looks…
Email notifications

Automatically receive email notifications about new tickets.
Email templates

Configure email templates for your customers and agents.
Export tickets

Use this feature to export tickets into PDF and HTML formats
Filters

Create filters to easily sort through tickets.
GIFs in tickets

Bring static conversations to life with animated GIFs.
Hybrid ticket stream

Follow customer resolution journeys across diff. channels.
Internal tickets

Create internal notes for your colleagues inside each ticket
Mass actions

LiveAgent is not an exception and that’s why it supports mass actions of many kinds.
Merge tickets

Merge multiple tickets about the same issue into one ticket.
Multiple ticket tabs

Work on multiple tickets at once & switch in-between easily.
Notes

LiveAgent allows you to add private notes to a ticket that are only visible to agents.…
Online ticket history (URL)

Attach a link with a complete ticket history to your emails.
Pause

Pause ticket routing to you while you take a short break.
Predefined answers

Create pre-defined answers to FAQs & general questions.
Responsibility

Assign & transfer tickets between agents & departments.
Rules

Automate your workflow through time, action, and SLA rules.
Search & Replace

Search for a string in every incoming message and replace it
Service level agreement (SLA)

Service-level-agreement (SLA) is an arrangement to meet targets for replying to the tickets. A SLA is…
Sounds

Customize or disable any sound that is played in LiveAgent.
SPAM filters

Battle spam with automatic spam filtering in your help desk.
Split tickets

Handle one ticket by multiple agents simultaneously.
Tags

Use tags to differentiate between customers & ticket topics.
Ticket fields

Create unlimited ticket fields to store additional info.
Ticket/Customer insights (CRM)

Add fields to each contact to store custom data.
Ticketing

LiveAgent will automatically sort your company communication into tickets.
Tickets export

Export tickets to a downloadable CSV file.
Time rules

Time rules run in the background in intervals (usually every minute) and check if the conditions…
Time tracking

Easily track your agent's work time for each ticket.
To Solve Button

The button notifies you when SLA tickets need to be answered
Universal inbox

LiveAgent’s universal inbox is like a smarter version of your email inbox. Emails, chats, calls, Facebook…
WYSIWYG editor

WYSIWYG editor gives you the ability to enter and format your content while working in a…
Live chat features

Discover advanced live chat features like proactive chat invitations and real-time typing view. Read more about live chat features
Chat button

The LiveAgent chat button is fully customizable and easy to implement.
Chat button animations

Animate your chat buttons to impress your website visitors.
Chat button gallery

Choose from predefined live chat button positions and styles
Chat distribution

Distribute chats through multiple distribution options.
Chat embedded tracking

Track live chat session events in Google Analytics.
Chat history

Chat history is exactly that and it can be extremely useful in various scenarios. You can…
Chat invitation gallery

Choose from various customizable chat invitations.
Chats overview

Check which pages are being browsed, and for how long.
Chat window docking

Dock chat windows to the left or right side of your website.
Internal chat

Utilize an internal messenger to chat with fellow agents.
Max queue length

Automatically hide live chat button if max queue is reached.
Online visitors

Monitor who is browsing your website and what URL they are on.
Proactive Chat Invitations

Invite website visitors to chat while they browse your site.
Real-time chat

Chat with customers in real-time to improve conversion rates.
Real-time typing view

View what your customers are typing before they hit send.
Website Visitor Tracking

Get a real-time view of the pages your site visitors are on.
Call center features

LiveAgent's inbound call center can be used to handle large numbers of calls incoming from customers.… Read more about call center features
Automatic Callback

Empower your customers to request automatic callbacks.
Call button

Place call buttons on your website to establish instant in-browser calls with your customers.
Call detail records

What are call detail records? Call detail records or CDR for short, are types of metadata…
Call device scheduling

Set active hours on your calling devices
Call routing

LiveAgent routes calls automatically by priority or assigns them randomly. To ensure fast and accurate communication,…
Call transfers

Attended transfers wait to terminate the call until it’s either picked up, rejected, or simply not…
Internal calls

Call with your colleagues right inside of LiveAgent.
IVR (Interactive Voice Response)

LiveAgent features a comprehensive IVR online designer tool where anyone can design their own IVR trees.…
Softphones

LiveAgent offers the ability to connect and use softphones (software telephones) softphones are communicating with the…
Supported call devices

Compatible with both physical and virtual call devices.
Video call

Video chat with customers & colleagues alike.
Unlimited call recordings

Record & store all calls conducted through LiveAgent.
Social media help desk features

Need to improve your social media customer service? LiveAgent offers Facebook, Twitter, Instagram, and Viber integrations. Read more about social media help desk features
Facebook

Track & respond to all posts, comments, and private messages.
Instagram

Respond to Instagram comments and mentions through your dash.
Twitter

Monitor and reply to mentions and Tweets about your brand.
Viber

Connect Viber to chat with customers and broadcast messages.
Customer service reporting

Start improving your service today by reviewing our customer service reports. Generate over 10 reports to… Read more about customer service reporting
Agent availability

Monitor the availability of your agents
Agent ranking overview

View your agent's performance according to received ratings.
Agent report

Create reports about agent work times.
Analytics overview

See usage, statistics, and evaluate performance reports.
Channel report

See what channels are most used to contact your support team
SLA compliance report

Create SLA reports by time & department.
Department report

Easily review your department's performance.
Performance report

Monitor the performance of your support agents.
SLA log report

View how well you're managing SLA requirements.
Tag reports

Create tag reports by time, department, channel, and agent.
Time report

See how much time was spent on each individual ticket.
Gamification in Customer Service

Make your agent's everyday work more fun and motivate them perform better with gamification. Read more about gamification in customer service
Benchmarks and leaderboards

6 reasons why LiveAgent is a perfect solution for your business. See your personal statistics, like…
Levels

Agents attain levels over time as they solve queries.
Rewards & Badges

Give out badges and rewards to your most hard-working agents
Multilanguage

Let your customer support agents use LiveAgent in a language they prefer. Read and find out… Read more about multilanguage
Language adaptable widgets

Set up chat, contact, or feedback widgets in your language.
Customer portal features

The customer portal helps your company operate 24/7. Read about LiveAgent's Customer portal and its features. Read more about customer portal features
Attachments in articles

Easily attach files to your knowledge base articles.
Feedback & Suggestions

Encourage customers to send you new ideas and feedback.
Forum

Create forums and build an online community with your users.
Internal Knowledge Base

The internal knowledge base is a collection of articles that can be used by staff to…
Multi knowledge base

Create multiple customer portals for multiple products.
Knowledge base

Create knowledge base articles, forums, or feedback boards.
Search widgets

Search widgets enables visitors to search in your articles, forums, and suggestion boards directly from your…
WYSIWYG editor for articles

Easily edit and style the content of your articles.
Mobile help desk apps

Keep track of what's happening in your help desk even when you're away from your laptop.… Read more about mobile help desk apps
Android

LiveAgent offers a native Android app for your favorite mobile device so that you can also…
iOS

LiveAgent offers a native iOS app for your favorite mobile device so that you can also…
Help Desk Security

Quality Unit is the company behind LiveAgent, where we make sure that LiveAgent is as secure… Read more about help desk security
Ban IPs

Ban IP's of visitors that are prone to spam.
2-Step verification

2-step verification (also known as 2 factor authentication) is an optional feature that’s recommended to be…
GDPR

LiveAgent is committed to privacy, security, compliance, and transparency. This approach includes supporting our customer’s compliance…
HTTPS encryption

LiveAgent hosted accounts run over a secure connection using the https protocol. Hyper text transfer protocol…
Multiple data centers

The company behind software product LiveAgent has always built products with stability and security in place.…
Password validator and audit log

What is a password validator? A password validator determines whether a proposed password is acceptable…
Single Sign-On (SSO)

What is SSO? SSO stands for Single Sign-on, which is an authentication scheme that allows users…
Web contact cards

What are web contact cards? A web contact card is a browser extension that displays contact… Read more about web contact cards
Click to call and click to dial buttons

What is a click-to-call button? A click-to-call button is a digital tool that enables you to…
Click to email

What is click-to-email? A click-to-email link is a clickable link that enables your website visitors to…
Integrations

LiveAgent is a customer service software that offers many integrations to improve your work tasks. Learn… Read more about integrations
API

Api is a list of commands that one software can send to another. Thanks to api…
Billing management

LiveAgent is a help desk software with multiple capabilities to allow you to do more than…
CMS

LiveAgent integrates with WordPress, SquareSpace and Drupal. Live chat buttons can be placed on any supporting…
Collaboration tools

Integrate Slack for instant notifications about new tickets.
Computer telephony integration

What is CTI? Computer telephony integration or CTI is the software that allows desktops to interact…
CRM

LiveAgent can store and organize your customer information and records. It can also help you with…
eCommerce

LiveAgent can help you take your ecommerce website to the next level. Turn website visitors into…
Email marketing

LiveAgent is the right tool for email marketing, with features to support it. Subscribe to our…
Migration plugins

Migration plugins help you transfer all of your data from your previous help desk software. All…
Project management

Integrate project management tools with LiveAgent.
Zapier

Zapier allows you to integrate many applications, integrations and software with liveagent. Liveagent integrates with a…
Slack notifications

LiveAgent makes it easier for you to follow up on your tickets via Slack notifications. LiveAgent’s…

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