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 Human Handover
LiveAgent's AI Human Handover feature enables seamless transitions from chatbot to human agents. Age...
AI Answer Composer
Transform customer support with LiveAgent AI Answer Composer—generate perfect, context-aware replies...
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...
AI Ticket Summary
LiveAgent's AI Ticket Summary feature instantly turns long, complex support conversations into clear...
AI Spam & Irrelevance Filter
LiveAgent's AI Spam & Irrelevance Filter automatically detects and filters out irrelevant or harmful...
AI Spam Prevention
LiveAgent's AI Spam Prevention automatically classifies incoming emails, separating spam from legiti...
AI Sales Assistant
LiveAgent's AI Sales Assistant is a sales-oriented AI chatbot that actively guides visitors toward p...
AI Answer Assistant
Discover LiveAgent's AI Answer Assistant, designed to streamline customer service with smart, AI-gen...
Ticketing system features
LiveAgent's ticketing system brings together essential ticketing feature elements such as mass actio...
Email Notifications
Stay informed with LiveAgent's email notifications—never miss a reply or new ticket. Try a 30-day fr...
Sounds
Customize or disable notification sounds in LiveAgent—choose existing options or upload your own. Tr...
Search & Replace
LiveAgent's Search & Replace feature masks sensitive data in messages automatically, protecting priv...
Filters
Ticketing filters in LiveAgent help you quickly locate specific tickets by applying settings and rul...
Departments
Help desk departments organize help desks by grouping specialized agents to handle specific queries,...
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 Forms
LiveAgent offers customizable contact forms to enhance customer engagement on websites. These forms ...
Contacts
LiveAgent contacts store essential customer info for personalized service. Add custom fields like la...
Custom roles
Custom roles in LiveAgent enable the creation of tailored agent roles with specific permissions, enh...
Email forwarding
Email forwarding in LiveAgent connects different email providers to your help desk for seamless tick...
Email templates
LiveAgent email templates are customizable, preformatted structures for marketing, sales, and info e...
Hybrid ticket stream
LiveAgent's Hybrid Ticket Stream tracks a customer's resolution journey across channels in one threa...
Mass actions
LiveAgent's mass actions let your support team bulk-delete or tag tickets, streamlining workflow and...
Multiple ticket tabs
LiveAgent's multiple ticket tabs let agents handle several customer queries at once for maximum effi...
Split Tickets
Split tickets in LiveAgent let you duplicate and assign multi-issue tickets to different agents or d...
Merge Tickets
Combine duplicate tickets effortlessly with LiveAgent's Merge Tickets feature. Streamline support, s...
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...
Service Level Agreement (SLA)
Learn about Service Level Agreements (SLAs) and their role in defining customer expectations and pro...
SPAM filters
Spam filters detect and block unsolicited and malware-laden emails using algorithms and various filt...
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...
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 alerts agents to high-priority, unresolved SLA tickets, boosting efficiency and ...
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
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 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...
Call transcription
LiveAgent's call transcription turns recorded calls into text automatically, right in the ticket tim...
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 lets agents set specific call availability times. Works with any ...
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 headsets, browsers, mobile apps, SIP phones, and hardware from leading brands. Tr...
Unlimited call recordings
LiveAgent's Unlimited Call Recordings store every call securely for training, compliance, and suppor...
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—assign customizable badges to top performers and fo...
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...
Multi Knowledge Base
Create multiple customer portals with unique design and content using LiveAgent's Multi Knowledge Ba...
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...
WYSIWYG editor for articles
Create professional knowledge base articles with LiveAgent's WYSIWYG editor and easy formatting tool...
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 includes IP bans, 2-step verification, HTTPS encryption, and GDPR com...
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, LiveAgent's browser extension, shows contact info for people and businesses for p...
Help Desk Integrations
Boost workflow efficiency with LiveAgent's help desk integrations like Slack, Zapier, and API. Autom...
Email marketing
LiveAgent's email marketing tools boost engagement and sales with personalized content and templates...
API
LiveAgent's API enables seamless software communication, supporting actions like company retrieval a...
Computer Telephony Integration
Computer Telephony Integration (CTI) links desktops and phones, enhancing call center efficiency. Li...
Migration plugins
Easily migrate tickets, contacts, and agents to LiveAgent with our plugins. Enjoy a clean inbox with...
