Free Trial

Language switcher

–Hidden comment

Use attributes in format region_from and region_to= to change the languages showing in language switcher.
Available regions are:
europe_from europe_to
asia_from asia_to
mideast_from mideast_to
america_from america_to

europe_from=0 europe_to=22 will put all languages (ordered in language switcher settings) from 1 to 21 to Europe region:
asia_from=22 asia_to=25 will put all languages from 23 to 24 (so only 2) into Asia region.


What are help desk contacts?

Help desk contacts store essential information about your customers, including their name, email, phone number, and other personal information. In addition, help desk software like LiveAgent enables you to create custom contact fields to store unique information about your contacts, such as their shoe size or car model.


What information can you store in your contacts?

LiveAgent’s contacts feature can store the following information about your customers:

  • First and last name
  • Avatar (photo/profile picture)
  • Multiple email address
  • Multiple phone numbers
  • Timezone
  • Gender
  • Company and job position
  • Language
  • IP address
  • Browser information (Such as Google Chrome)

  • Contact groups (The contact groups you assign them to, such as VIP customers or Spanish speakers)
  • Private notes (Internal notes that can serve you as reminders– such as do not call at 11:00 AM)
  • The contact’s tickets (All tickets that they’ve submitted across various communication channels)
  • Custom information

Where can I find my contacts?

  1. Log in to LiveAgent
  2. Click on Contacts

To create a new contact, simply click on the orange Create button. To view/add/edit existing contact information, click on the desired contact and fill in/adjust the necessary information. 


How can you create unique contact fields?

  1. Log in to LiveAgent
  2. Click on Configuration
  3. Click on System
  4. Click on Contact fields
  5. Click on the orange Create button

6. Set a code name for your custom contact field. This could be something like “hair_color” or “country.” Please note that the code can only contain lowercase letters, numbers, hyphens, or underscores. No spaces are allowed.

  1. Name your custom contact field. This time you can name it “Hair color” or “Country” without any formatting restrictions.
  2. Click on Type and select the input option that suits you best. You can choose from a textbox input, list box, checkbox, checkbox group, or postal address.
  3. Optional: Click on the description and set a description for the custom contact field. The description can provide additional information regarding the contact for you and your staff.
  4. Click on Visibility and select whether you want the custom contact field to be visible whenever you create a contact.
  5. Click on Create

Alternatively, you can also create a unique contact field directly in your contacts. To do so, please:

  1. Log in to LiveAgent
  2. Click on Contacts
  3. Click on the desired contact
  4. Click on Add field
  5. Click on Create field
  1. Follow steps 6-11 from the instructions above. 
  2. Please note that if you don’t choose “Always visible” in step 10, you will have to click on “Add field” to see/select the contact field you will create in the future.

Why is it beneficial to build customer profiles through the help desk contacts feature?

More knowledgeable service

Creating thorough contact cards can help your agents provide better service for your customers. The more information you collect, the easier it will be to provide knowledgeable and relevant answers to customer questions. 

For example, let’s say you work in the automotive industry. A potential customer has been interested in a Mercedes AMG but is still on the fence about making a purchase. If you record this information on their contact card, including any extra specifications in the notes section, you will be able to leverage them in the future. 

The next time they contact you, you can impress them by remembering the model and brand of car they were interested in. They won’t have to repeat their wants and needs, which most customers consider poor customer service.

Create rich customer profiles for free

Save all the essential info about your customers directly inside your help desk for free. Try it today. No credit card required.

Start free 14-day trial

More personalized service

Filling out contact cards can also help you personalize your sales, marketing, and support efforts. For example, let’s say a potential customer contacts you via email. They have a question about a particular pair of shoes, namely their price. 

The potential buyer wants to know if there’s a discount and if there will be one in the future. By recording this information on their contact card, you’ll be able to reach out to them proactively once the product goes on sale. You could do this by postponing the ticket inside your ticketing system until the sale is live. 


You could go a step further and even check their shoe size in their contact card. Then you could reach out to the customer and say that the product they’ve had an eye on for a few weeks is finally on sale, and you have a pair in their size. This type of customer service is what customers desire –going the extra mile, as stated by Shep Hyken, the customer service legend. What’s more, you can be sure that you’ll gain a loyal customer and brand advocate after this type of interaction.

Improved customer satisfaction

By creating exceptional customer experiences with personalized and knowledgeable service, you’ll keep your customers satisfied with your company. Keeping them happy can lead to long-term relationships and provide additional advantages such as favorable reviews, brand advocacy, and repeat purchases.

  • Roman Bosch

    Roman Bosch


    It’s a pleasure to have a great portal that improves our customer service.

  • christine preusler

    Christine Preusler


    LiveAgent empowers our agents to provide better, faster, and more accurate support.

  • Karl Dieterich

    Karl Dieterich


    LiveAgent helped us to achieve 2 important goals: increase customer satisfaction and sales.

  • Hendrik Henze

    Hendrik Henze

    HEWO Internetmarketing

    We have been using LiveAgent since August and we are really satisfied with it.

  • Razvan Sava

    Razvan Sava

    Webmaster Deals

    Since we are using LiveAgent our response time increased by 60%.

  • Taras Baca

    Taras Baca


    Our paid customer conversion rate went up 325% the first month we've set up and actively started using LiveAgent.

  • user testimonials

    Andrej Ftomin

    TAZAR Group

    I have to say, I have never experienced such a professional customer approach.

  • Matt Janaway

    Matt Janaway

    The Workplace Depot

    We find LiveAgent to be the best live chat solution by far.

  • Viviane Carter

    Viviane Carter

    CSI Products

    We use LiveAgent on all of our ecommerce websites. The tool is easy to use and improves our productivity.

  • Christian Lange

    Christian Lange


    With LiveAgent we’re able to give our customers support wherever they are.

  • Jens Malmqvist

    Jens Malmqvist


    I can recommend LiveAgent to anyone interested in making their customer service better and more effective.

  • user testimonials

    Catana Alexandru


    I'm sure we would spend 90% of our day sorting through emails if we didn't have LiveAgent.

  • JanWienk

    Jan Wienk

    All British Casino

    With LiveAgent we are able to keep our players happy by offering more efficient support resulting in higher return rates.

  • Allan Bjerkan

    Allan Bjerkan

    Norske Automaten

    LiveAgent is reliable, reasonably priced, and simply a great choice for any fast-paced online business!

  • Sissy Böttcher

    Sissy Böttcher

    Study Portals

    We like it because it is easy to use and offers great functionality, such as useful reporting features.

  • Peter Koning

    Peter Koning


    We love LiveAgent - it makes supporting our customers easy.

  • user testimonials

    Aranzazu F


    We like to offer our customers the best support experience. That’s why we chose LiveAgent.

  • Rick Nuske

    Rick Nuske


    From setup to ongoing support and everything else in between, the team at LiveAgent continues to impress.

  • Vojtech Kelecsenyi

    Vojtech Kelecsenyi


    LiveAgent saves us hundreds of precious minutes every day by making customer service clear and in order.

  • Rafael Kobalyan

    Rafael Kobalyan


    Unlimited agents, email, social media, and phone integration. All that for less than we were paying with our previous provider.

  • Martin Drugaj

    Martin Drugaj


    We’ve been using LiveAgent since 2013. We can't imagine working without it.

  • Ivan Golubović

    Ivan Golubović


    It's a cost-effective solution that can help you with a large amount of support requests via different channels.

  • user testimonials

    Rustem Gimaev

    Antalya Consulting Language Center

    Answering emails from Outlook was so hard to manage. With LiveAgent we're sure every email is answered in time.

  • Randy Bryan

    Randy Bryan


    LiveAgent is so awesome. With very little time and effort I had it up and running smoothly in a few...

  • Timothy G. Keys

    Timothy G. Keys

    Marietta Corporation

    I highly recommend the LiveAgent product, not only as a Kayako alternative but a much better solution with added value.

  • user testimonials

    Mihaela Teodorescu


    The support team always responded promptly with quick to implement solutions.

  • Hilda Andrejkovičová

    Hilda Andrejkovičová


    It helps us categorize the nature of the tickets and statistically track what our clients need most.

  • user testimonials

    Alexandra Danišová


    We see LiveAgent as a great tool for communicating with customers.

  • user testimonials

    Samuel Smahel


    LiveAgent sped up our communication with our customers and gave us an option to chat with them as well.

  • David Chandler

    David Chandler


    Simply put - LiveAgent beats everything out there at this, or even higher, price-points.

More sales

The more satisfied your customers are with your service and marketing efforts, the more purchases they make. They also bring in new customers by recommending your business and sharing their positive experiences with friends and family. If you keep providing exceptional customer experiences, you’ll create a beautiful cycle of happy, loyal customers bringing in new customers that keep generating new revenue.

Knowledge base resources

Want to learn more about help desk contacts? Check out our knowledge base, academy, and blog that cover all there is to know.

LiveAgent Product Tour

Ready to set up your contacts?

Discover just how easy it is to provide knowledgeable and personalized service with help desk contact cards. Try it today for free with our free 14-day trial. No credit card is required.

Try LiveAgent Today​

We offer concierge migration services from most of the popular help desk solutions.

3,000+ reviews Trustpilot GetApp G2 Crowd

Our website uses cookies. By continuing we assume your permission to deploy cookies as detailed in our privacy and cookies policy.


Schedule a one-on-one call and discover how LiveAgent can benefit your business.

We’re available on multiple dates

Schedule a demo