OneTone

What is OneTone?

OneTone is a customer service enhancement solution and helpdesk integration that can be installed for free on your browser or directly in LiveAgent. OneTone works as an assistant that helps customer support agents provide better and faster support thanks to ticket labeling and the ability to prepare templates.

How can you use OneTone?

OneTone is a great helper for every customer support agent. You can use its ticket labeling functionality to recognize customer intentions before opening the ticket. Labeling is ideal for categorizing tickets based on commonalities relevant to you and your business. Another useful feature is the OneTone browser extension which can store easily accessible templates. This allows agents to communicate more easily and provide faster answers. 

Combined with LiveAgent’s ticketing system, you can ensure smooth and efficient customer support for your entire customer base. Our software includes a variety of great features that help you every step of the way. Organize your messages in our universal inbox, split elaborate tickets between agents, or utilize a knowledge base to provide self-support capabilities for your customers.

What are the benefits of OneTone?

  • Free browser extension or direct integration
  • Increased communication capabilities
  • Easy organization of customer tickets

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How to integrate the OneTone AI Labelling feature with LiveAgent?

Follow this quick and easy guide that will take you through the entire integration process of OneTone with your LiveAgent help desk. All you need is to have an active LiveAgent account.

  • Go to your LiveAgent account and open Configuration > System > API, and click on Add API key to continue.
Picture showing the API settings in LiveAgent configuration
API settings in LiveAgent
  • In the next section, you need to name your API key. Then clear the default expiration. Keep the *(asterisk) in the Whitelist and select the following privileges in the lower section.
    • agent: read
    • user: read
    • tag: read, write
    • canned_message: read, write
    • predefined_answer: read, write
    • ticket: read, write
    • settings: read

Click on the create button at the bottom and continue with the next step.

A picture showing how to correctly set up an API key for integration with Onetone
Setting up an API key
  • Now copy the new API key and go to this link. Fill out your details and paste the API key into the “Helpdesk API key for ticket labeling” field. Finish the questionnaire and wait until the feature gets enabled in your LiveAgent account.
A picture showing a Onetone questionnaire where users can request API connection with LiveAgent
Onetone API request
  • That’s it. From now on ticket tags will be automatically added to tickets in your LiveAgent inbox.
A picture showing automatic ticketing labeling by Onetone in LiveAgent

How to integrate the OneTone browser extension with LiveAgent?

In case you want to add additional template capabilities to your customer support, you can install the Onetone browser extension for Google Chrome. All you have to do is click on this link and add the extension to your Google Chrome browser.

A picture showing Onetone Google Chrome extension in the web store
Chrome extension

You can try out writing the templates and adding them from the extension in the window that will open up after you get this add-on to Google Chrome. You can also upload existing templates and save them in the OneTone plugin. 

A picture showing the OneTone add-on example
OneTone add-on tryout

You can access your templates by clicking on the blue chat window icon that will show up when replying to customer tickets. Click the icon and browse through your saved templates anytime you need.

A picture showing the access to OneTone templates in LiveAgent ticketing system
OneTone templates in LiveAgent

That’s it. Your integration with OneTone is finished. If you’re looking for more software integrations, check out this page and see if we have it available. Don’t forget to check out our Academy pages or Templates page to get inspired and craft unique templates for any occasion. 

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Frequently asked questions

What is OneTone?

OneTone is a free customer service enhancement and helpdesk integration that can be installed in your browser or in LiveAgent. Thanks to its ticket labeling and template creation capabilities, Onetone helps customer support agents provide better and faster support.

How do I integrate OneTone with LiveAgent?

OneTone's ticket labeling capabilities can be integrated directly with LiveAgent via API connection, while the free browser extension can be found directly in Google Chrome's extension store. 

What are the benefits of using OneTone?

OneTone is completely free and provides extended communication capabilities in the add-on while helping organize customer tickets with its labeling capabilities in the direct integration. This integration's main benefits are improved organization and faster replies for customer service agents using help desk software.

How can you use Onetone?

Every customer support agent can benefit from OneTone. With its ticket labeling functionality, you can determine customer intentions before opening tickets. Ticket labels are an ideal tool for categorizing tickets according to common characteristics relevant to your business. Furthermore, Onetone's extension for the browser allows users to store templates so they can be accessed easily. This makes it easier and faster for agents to communicate. 

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