Features

LiveAgent makes it easier for you to follow up on your tickets via Slack notifications. LiveAgent’s Slack integration lets you see what is happening with your tickets while you’re taking care of business on Slack.

Connect Viber to chat with customers and broadcast messages.

Respond to Instagram comments and mentions through your dash.

LiveAgent’s universal inbox is like a smarter version of your email inbox. Emails, chats, calls, Facebook & Twitter tickets, forum posts, suggestions.

LiveAgent will automatically sort your company communication into tickets. LiveAgent stores the complete communication history without any limitations. Ticket reference number (id)each ticket has a unique reference number (id).

Follow customer resolution journeys across diff. channels.

Automatically create optimal workloads for your agents.

Automate your workflow through time, action, and SLA rules.

The button notifies you when SLA tickets need to be answered

Time rules run in the background in intervals (usually every minute) and check if the conditions are met. If the result is positive, the rule is executed. Time rules are most commonly used for clean up tasks, sending email reminders, resolving tickets that have not had activity in a while, adding tags, etc.

Assign & transfer tickets between agents & departments.

Distribute tickets and support agents into departments.

Easily track your agent’s work time for each ticket.

Use tags to differentiate between customers & ticket topics.

Service-level-agreement (sla) is an arrangement to meet targets for replying to the tickets. A sla is an arrangement to meet targets for replying to the tickets by your agents. A sla provides a more clarified view when issues appear.

LiveAgent’s business hours configures your sla levels to take action only during specified time periods with a possibility to exclude holidays. Business hoursexampleyour helpdesk operates standard office hours 9-5, mon – fri. If a ticket is received at 4 pm on a friday, then by 9 am on monday it should be only 1 business hour old.

Contact groups can be created and customized to your needs. Create contact groups according to your needs and manage your help desk more efficiently. Contact groups help you manage and sort your business contacts in an easy way.

Store & manage all relevant customer info inside LiveAgent.

Create internal notes for your colleagues inside each ticket

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

Gather & store information about your contacts or companies.

Organize contacts into companies as needed.

Create unlimited ticket fields to store additional info.

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

Battle spam with automatic spam filtering in your help desk.

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

Create filters to easily sort through tickets.

LiveAgent allows you to add private notes to a ticket that are only visible to agents. This enables you to share progress internally, or log your updates for future reference.

Merge multiple tickets about the same issue into one ticket.

Configure email templates for your customers and agents.

Add fields to each contact to store custom data.

Canned messages can save you some time and you can use that to write replies. They allow you to speed up your response by using a predefined sequence of text.

Create pre-defined answers to FAQs & general questions.

LiveAgent offers an option to drag & drop files (images, music, video, documents. ) to your tickets. Drag & drop files or attach them to chats, tickets, & emails.

Copy & paste images inside your tickets.

Use this feature to export tickets into PDF and HTML formats

E-mail forwarding is an important thing for any help desk software. A support email that looks like support@yourdomainname. Ladesk. Com will be assigned to you. Any email sent to this address gets automatically converted into a ticket. Forwarding is one of the easiest ways to setup your email account with LiveAgent.

Search for a string in every incoming message and replace it

Handle one ticket by multiple agents simultaneously.

Automatically receive email notifications about new tickets.

WYSIWYG editor gives you the ability to enter and format your content while working in a “what you see is what you get” view of the content. By using the implemented wysiwyg editor, you can easily edit and style content of emails, email templates and knowledge base articles.

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

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

Prevent multiple agents from working on the same ticket.

Receive ratings & identify trends after each interaction.

Make yourself accessible by utilizing built-in contact forms.

Choose a contact form for your site from our premade gallery

Bring static conversations to life with animated GIFs.

Customize or disable any sound that is played in LiveAgent.

Use audit logs as reference points if queries escalate.

Export tickets to a downloadable CSV file.

Chat with customers in real-time to improve conversion rates

Invite website visitors to chat while they browse your site.

Choose from predefined live chat button positions and styles

Animate your chat buttons to impress your website visitors.

Choose from various customizable chat invitations.

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

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

Chat history is exactly that and it can be extremely useful in various scenarios. You can use it to check previous customer inquiries, check for data and information, search for previous solutions to an issue. The limit is only in your creativity. View chat history and all current chats in one screen. Directly access and filter chat communication according to your preferences.

Monitor who is browsing your site, and what page they’re on.

Distribute chats through multiple distribution options.

View what your customers are typing before they hit send.

Track live chat session events in Google Analytics.

Automatically hide live chat button if max queue is reached.

Utilize an internal messenger to chat with fellow agents.

Monitor and reply to mentions and Tweets about your brand.

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

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

Create a cloud-based call center & connect unlimited numbers

Video chat with customers & colleagues alike.

LiveAgent features a comprehensive IVR online designer tool where anyone can design their own IVR trees. Interactive voice response lets you route calls in your call center software to the right departments or agents.

Call with your colleagues right inside of LiveAgent.

Attended transfers wait to terminate the call until it’s either picked up, rejected, or simply not answered by another agent. With attended transfers, the caller is put on hold and then a new call is established with the desired agent. Once the agent picks up the call, then the initial call is closed.

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

Record & store all calls conducted through LiveAgent.

LiveAgent offers the ability to connect and use softphones (software telephones) softphones are communicating with the call exchange provider via the sip protocol (sip trunking)calls are still being handled, recorded, and tracked by liveagent itself. Softphone is an optional 3rd party app that works in unison with your LiveAgent call center.

Compatible with both physical and virtual call devices.

See usage, statistics, and evaluate performance reports.

Monitor the performance of your support agents.

View your agent’s performance according to received ratings.

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

Create SLA reports by time & department.

View how well you’re managing SLA requirements.

Monitor the availability of your agents

Create reports about agent work times.

See what channels are most used to contact your support team

Easily review your department’s performance.

See how much time was spent on each individual ticket.

Not every help desk can always afford to be online 24/7 so it’s vital to have some way how to help customers outside your business hours. Customer portal solves this issue easily. Your customers can look up anything they need in your knowledge base, as long as you provide them with an article. Or they can search forums for the answer.

Create knowledge base articles, forums, or feedback boards.

Create multiple customer portals for multiple products.

Easily edit and style the content of your articles.

Easily attach files to your knowledge base articles.

Create forums and build an online community with your users.

Encourage customers to send you new ideas and feedback.

Search widgets enables visitors to search in your articles, forums, and suggestion boards directly from your website. Visitors can click on them and the appropriate content will be shown in the customer portal. You can have multiple search widgets that search only in some categories of the customer portal.

Gamification allows your support agents to earn badges and levels when they perform actions that contribute to the overall success of your company. Make their everyday work more fun and motivate them to better performance.

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

Agents attain levels over time as they solve queries.

6 reasons why liveagent is a perfect solution for your business featuresbenchmarks and leaderboardsbenchmarks and leaderboardssee your personal statistics, like how long have you been online and how many messages you have responded to. Benchmark yourself to others in your customer support.

Let your customer support agents use LiveAgent in a language they prefer. LiveAgent is currently offered in 39 languages.

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

Get an overview of each ticket in our iOS & Android apps.

LiveAgent offers a native Android app for your favorite mobile device so that you can also provide customer service on the go. Download the free Android LiveAgent app that lets you stay connected to your website visitors outside of the office.

LiveAgent offers a native iOS app for your favorite mobile device so that you can also provide customer service on the go. Download the free iOS LiveAgent app.

Api is a list of commands that one software can send to another. Thanks to api you can reconnect multiple programs, tools and automate and influence many tasks. Two different software can “communicate” directly via api.

Zapier allows you to integrate many applications, integrations and software with liveagent. Liveagent integrates with a large number of these to make sure everyone will find what they need to improve their workflow.

LiveAgent is the right tool for email marketing, with features to support it. Subscribe to our newsletter. Be the first to receive exclusive offers and the latest news.

LiveAgent is a help desk software with multiple capabilities to allow you to do more than you think.

LiveAgent can help you take your ecommerce website to the next level. Turn website visitors into paying customers, provide them with advice and help them decide about buying your products. LiveAgent’s powerful and fast live chat widget is the fastest one on the market.

LiveAgent can store and organize your customer information and records. It can also help you with tracking leads, contracts, customer support or managing assets and resources. LiveAgent’s CRM capabilities include PipeDrive, SharpSpring or Highrise.

LiveAgent integrates with WordPress, SquareSpace and Drupal. Live chat buttons can be placed on any supporting CMS systems.

Integrate project management tools with LiveAgent.

Integrate Slack for instant notifications about new tickets.

Migration plugins help you transfer all of your data from your previous help desk software. All you need to do is activate them and follow the instructions.

Ban IP’s of visitors that are prone to spam.

2-step verification (also known as 2 factor authentication) is an optional feature that’s recommended to be used. It adds more security to your liveagent account. 2-step verification can help keep unknown people out, even if they have your password.

LiveAgent hosted accounts run over a secure connection using the https protocol. Hyper text transfer protocol secure (https) is the secure version of http. If you have a standalone LiveAgent license you can upload your own ssl certificate.

The company behind software product LiveAgent has always built products with stability and security in place. Since the beginning of our journey in 2004, we have grown to tens of thousands of satisfied customers.

LiveAgent is committed to privacy, security, compliance, and transparency. This approach includes supporting our customer’s compliance with eu data protection requirements.