OneTone

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

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.

• 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.

• 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.

• That’s it. From now on ticket tags will be automatically added to tickets in your LiveAgent inbox.

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.

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. 

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.

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.