Annual pricing is billed yearly and calculated based on the number of agents you add to the system. If you add more agent seats during the year, a top-up request will be generated at the same reduced rate.
$15
$9
$29
$24
$49
$39
Y
$69
$59
Per agent/month billed monthly
Monthly pricing is billed monthly and calculated based on the number of agents you add to the system. If you add more agent seats during the month, a top-up request will be generated at the same reduced rate.
Setup a customer portal complete with a knowledge base, forum, and FAQs. Customer portal feature
Y
Y
Y
Y
Y
Contact forms – Contact us buttons
Give your customers the option to reach out via a contact form that’s placed directly on your website.Contact form feature
3
10
50
1
200
Contact forms – In page
Give your customers the option to reach out via a contact form that’s placed directly on your website.Contact form feature
3
10
50
1
200
Slack notifications
Receive a Slack notification every time you receive a new ticket or a ticket response in LiveAgent. Slack notification feature
Y
Y
Y
—
Y
Customer forum
Create an online community forum for your users. Empower them to ask questions, provide answers, and lead discussions. Customer forum feature
Y
Y
Y
Y
Y
Email ticketing – Incoming email accounts
Smart email ticketing ensures no emails get lost or remain unanswered. Our ticketing system also prevents duplicate responses with the agent collision detection feature. Ticketing feature
3
10
150
2
500
Email ticketing – Outgoing email accounts
Smart email ticketing ensures no emails get lost or remain unanswered. Our ticketing system also prevents duplicate responses with the agent collision detection feature. Ticketing feature
3
10
150
2
500
Live chat button
Gain customer trust and boost sales with personalized, real-time live chat support. Live chat feature
Respond to Viber messages directly from your LiveAgent dashboard. Viber feature
$39/month
$39/month
Y
—
Y
Twitter
Monitor unique keywords and respond to Tweets that require action. All responses made from LiveAgent are sent as Tweets. Twitter feature
$39/month
$39/month
Y
—
Y
Facebook
Respond to Facebook messages, posts, comments, or mentions directly from LiveAgent. Facebook feature
$39/month
$39/month
Y
—
Y
Facebook + Instagram
Instagram integration is not possible without having Facebook integration. Instagram feature
$39/month + $19/month
$39/month + $19/month
Y
—
Y
WhatsApp
Integrate your WhatsApp number with your LiveAgent ticketing system and use it to reply to WhatsApp messages within the ticketing system. Note: The integration currently works only with Twilio and 360dialog providers.
—
—
3 numbers
—
3+ numbers
Video call functionality
Increase outbound sales and improve customer satisfaction with our video call feature. Get personal, and don’t forget to smile! Video call feature
Store all tickets and chat transcripts indefinitely.
Access all past tickets, conversations, and call recordings for quality assurance, legal, or training purposes at any time.
Unlimited
Unlimited
Unlimited
7 days
Unlimited
Merge tickets
Received multiple tickets about the same issue and want to combine them? No problem! Use our merge tickets feature.
Y
Y
Y
Y
Y
Custom ticket fields
Learned some valuable information? Create a custom ticket field and add it to the ticket info panel. Custom ticket field feature
Y
Y
Y
Y
Y
Split tickets
Received a ticket with multiple requests? Split the ticket into two and assign each to a different agent/department. Split tickets feature
Y
Y
Y
Y
Y
Internal tickets
Create an internal note for your colleagues. The notes are visible to agents only, so there’s no need to worry that other end-users or customers seeing your private notes. Internal tickets
Y
Y
Y
Y
Y
Attachments
Easily drag and drop attachments (images, music, video, documents, etc.) to share them with your customers. Attachments feature
Y
Y
Y
Y
Y
Ticket mass actions
Select multiple tickets at once and run mass actions tosavetime. With this feature, you can resolve, transfer, or delete multiple tickets with a single click. Ticket mass actions feature
Y
Y
Y
Y
Y
To Solve Algorithm
Automatically prioritize tickets that need to be solved according to service level agreements (SLAs) and the date and time they were received. To Solve Feature
Y
Y
Y
Y
Y
Ticket satisfaction survey
Automatically send out ticket satisfaction survey emails after each interaction to ensure your customers receive high-quality service.
—
Y
Y
Y
Y
—
Custom tags
Add custom tags to organize and filter through tickets while viewing their contents at a glance.
Add private notes to tickets. Private notes are visible to
agents only, so there’s no need to worry about your customers or other end users seeing them. Agent notes to tickets feature
Y
Y
Y
Y
Y
Real-time dashboards
A real-time overview of your usage statistics.
Y
Y
Y
Y
Y
Ticket transfers
Transfer tickets to the agents or departments that are best equipped to handle them with a single click.
Y
Y
Y
Y
Y
WYSIWYG editor
Use our WYSIWYG editor to style the content of your emails, email templates, and knowledge base articles. WYSIWYG editor feature
Y
Y
Y
Y
Y
Multiple ticket tabs
Solving more than one ticket at a time? No problem! Open up multiple ticket tabs in your LiveAgent app and switch back and forth as needed. Multiple ticket tabs feature
Y
Y
Y
Y
Y
Business hours
When are you available to help your customers? Let them know with the Business hours feature
Y
Y
Y
Y
Y
Departments
Create sales, marketing, and tech support departments for easier ticket routing and division of responsibilities.Departments feature
Create predefined answers for support queries that can be answered with a generic response. Predefined answers feature
20
100
500
—
1000
Chat transcripts
Do your customers need a copy of the conversation they’ve had with you? Provide them with chat transcripts via email.
Y
Y
Y
—
Y
File sharing over chat
Our live chat supports JPG, JPEG, PNG, GIF, PDF, and TXT file sharing.
Y
Y
Y
Y
Y
Mobile chat window
Our live chat widgets are responsive – customers can start chats on mobile or desktop with ease.
Y
Y
Y
Y
Y
Chat welcome message setting
Send out automated chat welcome messages to your new website visitors to showcase that you’re online and available to help them as needed.
Y
Y
Y
Y
Y
Real-time visitors monitor
Monitor what your website visitors are up to. See which URLs they have open, how long they’ve been browsing each page, and get notified when they navigate to a new page on your website.
—
Y
Y
—
Y
Chat Satisfaction Surveys
Get immediate feedback after each customer interaction.Find out how you can improve, what was done right, and monitor customer satisfaction over time. Agent ratings feature
—
Y
Y
—
Y
Time Tracking
Gain a deeper understanding of your help desk’s performance by tracking your agent’s working habits. See how long it takes them to respond to each ticket, how long they were online, or how long their breaks were. Time tracking feature
$19 / month
$19 / month
Y
—
Y
Call Queueing
If all online agents are busy with ongoing calls, LiveAgent will automatically create a call queue for new callers. Call queue indicator
—
Y
Y
—
Y
IVR
Improve your customer’s call center experience by designing comprehensive interactive voice response (IVR) trees that route them to the correct support department or agent. IVR feature
—
Y
Y
—
Y
In call recordings
Unlimited call recording ensures that you are always
protected with high quality recordings of your calls whenever you need them most. Unlimited call recordings feature<
—
Y
Y
—
Y
Call routing & transfers
Our call center software is equipped with ACD and attended call transfers. Enjoy seamless call transitions from one department or agent to another starting today. Call routing and Call transfers feature
—
Y
Y
—
Y
Custom roles
Create and name roles and customize agent permissions. Custom roles feature
The API rate limit is set right now to 180 requests per minute, counted for each API key separately. API rate limit
1
5
10
—
100
Customer mail templates
Configure email templates for your customers and agents. All the email templates sent from LiveAgent can be formatted as HTML or plain text emails. Mail templates feature
Y
Y
Y
—
Y
Rules & Time rules
Create custom triggers, automation rules, and time rules to speed up repetitive tasks that don’t require the attention of your agents. Rules and Time rules feature
Y
Y
Y
—
Y
Gamification
Motivate, entertain, increase productivity, and foster collaboration in teams. Gamification feature
Y
Y
Y
Y
Y
Contact form widgets customization
Choose a contact form widget from our template gallery and customize it to match your business’s aesthetic.
Y
Y
Y
Y
Y
Chat widgets customization
Choose a chat widget from our template gallery and customize it to match your business’s color palette.
Y
Y
Y
Y
Y
Sound configuration
Customize or disable any notification sounds that you hear in LiveAgent. Choose from our existing sounds or upload your own files. Sound configuration feature
—
Y
Y
—
Y
Search & replace
LiveAgent can automatically search for specific strings in every incoming message and replace them with something else before being displayed or stored in the database. Search & replace feature
—
Y
Y
—
Y
Call widgets customization
Create enticing call widgets or choose from our template gallery. Customize any existing design according to your needs.
—
Y
Y
Y
Y
Video call widgets customization
Create engaging video call widgets or choose an existing design from our template gallery. Customize any existing template according to your needs.
—
—
Y
—
Y
Knowledge base
Create categories in your Customer portal based on your products, services, or types of customers. Add knowledge base articles, Forums, or feedback boards. Knowledge base
1
1
2
1
10
Additional knowledge base
Gives you the opportunity to create an unlimited amount of separate customer portals, where each one of them can have its own unique design, settings, and content. Knowledge base
$19 / month / per KB
$19 / month / per KB
$19 / month / per KB
—
$19 / month / per KB
Branding free
Remove LiveAgent branding from live chat windows and buttons, knowledge base/customer portal, call windows and buttons, contact forms, feedback forms, and email templates.
—
$19 / month / per acc
$19 / month / per acc
—
Y
Custom domain parking
Park your LiveAgent account to make it accessible from your own domain. Custom domain parking
Get an overview of your customer support. See who is interacting with your company and monitor the service they’re receiving. Analytics overview feature
—
Y
Y
—
Y
Performance report
Monitor the performance of your support agents. See who is the most productive, who prefers e-mails over live chats, and who delivers consistent results over time. Performance report feature
—
Y
Y
—
Y
Agent report
Create agent reports for work time, answered tickets, chats, calls, sales, ratings, and more from a specific time range. Agent report feature
Generate reports about each department’s number of answered tickets, chats, calls, and more during a specific time range. Department report feature
—
Y
Y
—
Y
Channel report
LiveAgent provides you with detailed insights about every communication channel: email, live chat, call center, contact forms, Instagram, Facebook messages, Tweets etc. Channel report feature
—
Y
Y
—
Y
Tag report
Generate tag reports from a specific period of time. Individual entries can be sorted by time range, department, channel, and agent. Tag report feature
—
Y
Y
—
Y
Ticket history
Filter tickets by day, week, month, year, or a custom date range to generate a ticket history report. Find out which departments had the most assigned tickets, which agents solved them, their current statuses, and more.
—
Y
Y
—
Y
My work report
Generate reports about the work you’ve done in
a day, week, month, year, or during a custom date range. Find out how many tickets were assigned to you, from which channel they came from, and their current status.
—
Y
Y
—
Y
Agent availability for calls, chats, ticket
Monitor the availability of your agents and see exactly when they’re online (date, hours, from, to). Agent availability feature
—
Y
Y
—
Y
Call, chat availability
Generate reports about each agent’s availability to answer calls and chats. Discover who’s most involved, and who needs to ramp up their support efforts.
—
Y
Y
—
Y
Call, chat, ticket load
Find out which agents had the most tickets, calls, and chats assigned to them to compare and optimize your agent’s workloads.
Enhance your customer support with AI Answer Assistant. Powered by ChatGPT and your OpenAI API key, it generates polished email replies, streamlining responses and boosting agent efficiency.
Y
Y
Y
—
Y
AI Chatbot
AI Chatbot answers simple customer questions instantly using your knowledge sources and transfers complex queries to your team. AI Chatbot feature
We’re here for you 24/7, all year round. Reach out to our support team via live chat, email, WhatsApp, social media, or our customer portal for assistance anytime.
best effort
24/7
24/7
best effort
24/7
Assisted domain parking
Let us handle your domain parking effortlessly. If you have a custom domain, simply ensure the CNAME record is set up and send us your SSL certificate details, including the private key and intermediate/root certificates (CA bundle). Our team will take care of the rest.
Y
Y
Y
Y
Y
Design customization assistance
Sit back and relax while we set up your LiveAgent account for you. Log in to a ready to use helpdesk system that will boost your agent’s productivity and improve your customer service.
Y
Y
Y
Y
Y
AI configuration service
Receive expert guidance and assisted AI workflow setup to streamline your daily operations and meet your unique needs.
—
Y
Y
—
Y
Chatbot setup service
Efficiently deploy chatbots with our expert setup assistance, designed to enhance user interaction and support.
—
Y
Y
—
Y
IVR setup service
Streamline your call management with expert assistance in setting up an efficient Interactive Voice Response system.
—
Y
Y
—
Y
Product setup training
Equip your support team manager with the skills needed to effectively implement and manage our helpdesk tool for your organization.
—
—
Y
—
Y
Consulting services
Maximize your potential with our expert consulting services. Book a call with our team to get tailored advice and strategies to drive innovation, improve efficiency, and achieve your goals.
—
—
Y
—
Y
Priority support
Get swift assistance with your queries, ensuring minimal wait times and immediate attention.
—
—
—
—
Y
Dedicated account manager
Enjoy personalized support with a dedicated account manager. They’re available to address your needs, provide insights, and help you maximize your experience with us.
—
—
—
—
Y
Scheduled release management
Enjoy scheduled release management with seamless version updates, timed to align with your preferences.
—
—
—
—
Y
Service review call and reports
Stay informed with service review calls and reports on your team’s raised tickets. Discuss quality, explore new features, and identify improvements to optimize your experience.
—
—
—
—
Y
Custom billing setup
Customize your billing preferences to align with your business needs for a streamlined payment experience.
Have multiple businesses, products, or subdomains with unique websites? No problem, LiveAgent can fetch and streamline all tickets into a single LiveAgent account.
Y
Y
Y
Y
Y
Multibrand support
Handle help desk communication for multiple brands and business from one software.
Y
Y
Y
Y
Y
Hardware IP phone
Feel more comfortable using your hardware phone? No problem! Connect it with LiveAgent to answer calls on it. There’s no need to use softphones or answer calls in-browser if you’re not into it.
Currently, we have multiple data centers around the world. We are installing our customer accounts on the best possible server point depending on where they are located and taking their national laws into account. Multiple Data Centers
Y
Y
Y
Y
Y
SpamAssassin Integration
Save time and fight against spam with automatic spam filtering. LiveAgent implements the SpamAssassin anti-spam platform, which blocks spam. SPAM filters feature
Y
Y
Y
Y
Y
Access restriction to agent panel
Restrict the number of IP numbers that have access to your agent panel.
Y
Y
Y
Y
Y
Password Policy Management
LiveAgent ensures that the password you select for your account hasn’t been compromised in previous data breaches.
Y
Y
Y
Y
Y
2-step verification
Protect your LiveAgent account with your password and an additional code from the Google Authenticator mobile app. 2-step verification feature.
Y
Y
Y
Y
Y
HTTPS encryption
All LiveAgent hosted accounts run on a secure connection using the HTTPS protocol. HTTPS encryption feature
Y
Y
Y
Y
Y
Banned visitors list
Is someone spamming you or being obnoxious? Ban their IP address to prevent them from chatting with you. Lift the ban when you’re ready by reviewing the list of visitors who are banned from your chat.
Y
Y
Y
Y
Y
Audit Log
Find something suspicious? Review the audit log to see what actions each agent has performed during a specific period of time. Audit log feature
—
—
Y
—
Y
SSO
Use single sign-on (SSO) to make logins easier for your agents. Log in once without re-entering authentication factors and speed up the process.
—
—
Y
—
Y
Customisation of system email templates
Change the wording and design of all system emails and customize them whenever you need to.
Set up automation rules for various events and determine what actions will perform automatically whenever a specific event happens in LiveAgent.
50
150
500
—
1000
Time Rules
Set up time-based rules that will perform actions automatically after certain time periods pass in your LiveAgent system.
—
30
100
—
200
SLA rules
Set up internal Service Level Agreement (SLA) rules that ensure a smooth experience for your agents and customers. Use them to determine responsibility, penalties and remedies for maintaining a correct workflow.
—
5
50
—
100
SLA levels
Set up your Service Level Agreement (SLA) rules in multiple levels to ensure correct workflows on more than one level. You can use them to specify workflows in different circumstances.
From 3-day delays to 5-minute replies: how Matchaflix revolutionized customer experience with LiveAgent
Matchaflix
Learn how Matchaflix optimized their helpdesk with LiveAgent - achieving faster response times, higher resolution rates, and converting 37% of customer inquiries into purchases.
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