Security

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Can we somehow hide sensitive information like credit card numbers provided by our customers?

Customer context: The customer is a business owner who uses LiveAgent. They have concerns about data privacy and want to protect sensitive information such as credit card details provided by their clients. Customer: Can we somehow hide sensitive information like credit card numbers provided by our customers? Answer: Yes, you can use our "Search & Replace" plugin for this. You can activate it under Configuration > System > Plugins. For more information about the plugin and its settings, v...

Can I use S/MIME certificate to sign messages in LiveAgent?

Customer context: A customer is looking for a way to secure their correspondence using an S/MIME certificate in Live Agent. Customer: Can I use the S/MIME certificate to sign messages in LiveAgent? Answer: Currently, LiveAgent does not support the use of S/MIME certificates for signing messages. However, this feature has been noted as a possible improvement for future updates. You can stay updated on new features and improvements through LiveAgent's changelog page: changelog.liveagent.com (htt...

Where can I find my LiveAgent credentials?

Customer context: A user has recently created a LiveAgent account and is searching for their associated credentials. Customer: Where can I find my LiveAgent credentials? Answer: After creating your account, you should have received an email containing your LiveAgent credentials. This email includes your account's subdomain (something.ladesk.com), username, email address, and password.

Can I temporarily deactivate an agent's account?

Customer context: A customer wants to know if they can temporarily deactivate an agent's account. Customer: Can I temporarily deactivate an agent's account? Answer: Unfortunately, it is not possible to deny temporary access to an agent’s account by a default method. All agents only can be either active or deleted. However if you later use same email to create new agent, the system will suggest to reinstate the deleted agent, please keep in mind deleting will remove all ticket assignments and r...

Does LiveAgent have a password generator?

Customer context: A customer inquires about the availability of a password generator in LiveAgent. Customer: Does LiveAgent have a password generator? Answer: LiveAgent does not have a native password generator. However, you can change the minimum length of passwords in Configuration > Security > Settings for added security.

Are there any country restrictions for LiveAgent?

Customer context: A potential customer is interested in knowing availability of LiveAgent in certain countries. Customer: Are there any country restrictions for LiveAgent? Answer: No, our helpdesk software is available in every country.

Does LiveAgent have ISO 27001 certification?

Customer context: The customer is interested in knowing if LiveAgent has ISO 27001 certification. Customer: Does LiveAgent have ISO 27001 certification? Answer: Yes, LiveAgent has ISO 27001 certification. You can find more information about our security and privacy policy here: https://www.liveagent.com/security-privacy-policy/

Does LiveAgent check if email attachments are safe to open/download?

Customer context: The customer wants to know if LiveAgent checks email attachments for safety before opening or downloading them. Customer: Does LiveAgent check if email attachments are safe to open/download? Answer: No, the security of your emails and attachments is handled by your mail server or mail account provider, not by LiveAgent.

Does LiveAgent have HIPAA compliance?

Customer context: A customer is inquiring about the HIPAA compliance of LiveAgent software. Customer: Does LiveAgent have HIPAA compliance? Answer: LiveAgent itself is not inherently HIPAA-compliant. However, it can be configured to align with HIPAA requirements through specific configurations to handle patient data securely. This includes steps like implementing SSL certificates, enforcing 2FA for agents, applying IP restrictions for agent login, avoiding email forwarding, managing API keys r...

How are data backup and archiving services provided?

Customer context: The customer wants to know how LiveAgent provides data backup and archiving services. Customer: How are data backup and archiving services provided? Answer: LiveAgent provides data backup and archiving services internally through our cloud-based infrastructure.

Do you provide data backup or archiving services as part of your standard service offering?

Customer context: The customer wants to know if LiveAgent provides data backup or archiving services as part of their standard service offering to protect against data loss or corruption. Customer: Do you provide data backup or archiving services as part of your standard service offering? Answer: Yes, LiveAgent provides data backup services as part of their standard service offering. The database is replicated live on triplets, and periodical database backups are done daily, approximately betw...

Can I request a recent third-party audit report that includes an assessment?

Customer context: The customer wants to review a recent third-party audit report (e.g. ISO 27001 or ISAE 3402 SOC 2 Type II) and to know if LiveAgent will allow them to do so. Customer: Can I see a recent third-party audit report that includes an assessment? Answer: Yes, we can request an audit report from a third-party provider and share the results with you. To request this information, please send an email at sales@liveagent.com (mailto:sales@liveagent.com) to us with your specific requirem...

Do you allow customers to perform regular vulnerability assessments?

Customer context: The customer wants to know if LiveAgent allows customers to perform regular vulnerability assessments. Customer: Do you allow customers to perform regular vulnerability assessments? Answer: LiveAgent has a vulnerability disclosure program, known as the Bug Bounty Program. You can learn more about it and participate by visiting www.liveagent.com/bug-bounty-program/ (https://www.liveagent.com/bug-bounty-program/).

Does LiveAgent use approved encryption protocols and algorithms?

Customer context: The customer wants to know if LiveAgent uses approved encryption protocols and algorithms to protect their data. Customer: Does LiveAgent use approved encryption protocols and algorithms? Answer: Infrastructure layer: All data is protected using TLS 1.2 in transit between the client and our load balancers, database backups are encrypted at rest. In general, the data in the database is not encrypted, however, passwords and other critical credentials to third-party systems are...

Can I enable reCAPTCHA for agent login after multiple failed attempts?

Customer context: The customer wants to enable reCAPTCHA for agent login after several failed attempts. Customer: Can I enable reCAPTCHA for agent login after multiple failed attempts? Answer: Currently, reCAPTCHA for agent login is not available in LiveAgent. However, there is a rate limit of 10 login attempts per hour for both agent and visitor logins. Successful login resets the counter. More information about rate limits can be found at https://support.liveagent.com/217359-Request-rate-lim...

Does LiveAgent support SSO with Microsoft 365?

Customer context: The customer is using Microsoft 365 and wants to know if LiveAgent supports single sign-on (SSO). Customer: Does LiveAgent support SSO with Microsoft 365? Answer: Yes, LiveAgent supports SSO, allowing you to log in to your account through various services like Microsoft, Google, Facebook, and Okta. This feature is available on Large and Enterprise plans. If you're logged in to your Microsoft 365 account with the same email address as your LiveAgent account, you can log in to ...

Does LiveAgent support SSO?

Customer context: A customer wants to know if LiveAgent supports single sign-on (SSO) and how it works. Customer: Does LiveAgent support SSO? Answer: Yes, LiveAgent supports SSO, which allows you to log in to your LiveAgent account through different services instead of using a standard username and password. This feature is available on Large and Enterprise plans. LiveAgent supports SSO login through Google, Microsoft, Facebook, and Okta. When you click the SSO login button for the chosen serv...
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