LiveAgent AI Answer Composer

Your customers deserve better than rushed, robotic responses. With LiveAgent AI Answer Composer you can transform every reply into a perfectly crafted message—because when your team sounds this good, customer trust isn’t just built, it’s inevitable.

In order to use the Answer Composer feature, it is required to connect your LiveAgent account with FlowHunt and set the feature up.

AI Answer Composer is currently available in LiveAgent trials as well as in Small business, Medium business, Large business, and Enterprise plans. It is not included in Legacy and Free plans.

How AI Answer Composer works

The AI Answer Composer helps you generate complete, contextually accurate responses by analysing your ticket conversation. Here’s how to use it:

• Access the feature: Click the Answer Composer (robot icon) button in your ticket reply editor to open the AI Answer Composer.
• Choose your formality level:
  • Casual formality – Friendly and approachable tone for relaxed customer interactions.
  • Neutral formality – Balanced and professional tone suitable for most situations.
  • Business formality – Formal and polished tone for corporate communications.
• Add custom instructions (optional): Provide additional guidance on how to formulate the response or what specific details to include.
• Generate your answer: Click “Generate answer” to process the ticket’s conversation history and create a contextually relevant draft response.
• Review and use: After the answer is generated, the Answer Improver window seamlessly opens with the prepared response. If you are satisfied with the result, click the “Use in ticket reply” button to pass the draft response to the ticket answer editor, from where you can send it right away.

Modifying the draft with AI Answer Improver

If the draft doesn’t meet your expectations, you can further modify it either by rewriting it manually, or by using the functions of the Answer Improver.

The functions of the Answer Improver are available only if you have the feature set up.

The Answer Improver enables you to use the pre-set functions to improve, extend, or simplify the suggested message, or define custom instructions by which the draft will be adjusted. The feature stores every version of the draft, allowing you to choose the best proposed answer at any time. A more detailed overview of this feature is described in the Answer Improver article.

Once you are satisfied with the proposed answer, click the “Use in ticket reply” button to add it to your ticket answer.

How to set up AI Answer Composer

• Connect LiveAgent with FlowHunt

LiveAgent currently exclusively supports FlowHunt, our no-code AI automation platform, as the AI provider for the Answer Composer feature. FlowHunt is, like LiveAgent, a product of our company, Quality Unit. By utilizing our AI features with FlowHunt, we ensure data safety and offer priority support. For customers with active LiveAgent & FlowHunt subscriptions, our support team offers a full initial setup. If you’re interested in our free setup service, feel free to contact us at support@liveagent.com.

• Create the flow in FlowHunt

Log in to FlowHunt and open the Flow Library. Search for “LiveAgent AI Answer Assistant (Composer & Improver)” and click “Add to my flows”.

This template works for both Answer Composer and Answer Improver. The template includes basic components for initial testing. After testing, adjust the system message and add components as needed.

For help, contact FlowHunt support at support@flowhunt.io.

When finished, click “Publish Flow”.

• Provide knowledge sources for the Composer

To ensure the Composer generates accurate, relevant, and up-to-date answers, it needs access to the correct information. This can be achieved by creating knowledge sources.

To add knowledge sources, navigate in your FlowHunt dashboard to the “Knowledge sources” section in the menu. The following knowledge sources are available:

• Schedules – periodic checks of your website and its pages to capture the available information for later use
• Questions & Answers – quick pre-defined answers to the most common queries
• Documents – various documents and media files uploaded for instant utilization
• Connect the flow to LiveAgent

In LiveAgent, go to Configuration → AI → Answer Composer. Click “Add model” and select your connected FlowHunt workspace.

Choose the flow you created (default name: LiveAgent AI Answer Assistant (Composer & Improver)).

Enter the internal name and optionally select the default Answer Improver model. The default Answer Improver model serves to pre-select a specific Improver model which will be used to adjust the generated response once it is transferred from Composer to Improver. If no default model is set, the last used Improver model will be selected.

• Start using the Answer Composer

Once the model is added, you can begin using the Answer Composer in your tickets.