Emails

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What is the difference between incoming and outgoing email accounts?

Customer context: A customer is seeking clarification on the difference between incoming and outgoing email accounts in LiveAgent. Customer: What is the difference between incoming and outgoing email accounts? Answer: Incoming email accounts are where you connect email addresses that you want to fetch messages from, so when an email is sent to this address, it is fetched into LiveAgent. Outgoing email accounts, on the other hand, are used to send messages and replies from LiveAgent.

How can I allow each agent to make their own signature? Or is this just possible for the admin?

Customer context: The customer wants to know how agents can create their own signature in LiveAgent and if this feature is limited to admin users only. Customer: How can I allow each agent to make their own signature? Or is this just possible for the admin? Answer: Each agent can create their own signature by going to their profile settings in LiveAgent. However, the signature will be in plain text. The styling and configuration of the signature can be done in the Customer templates section of...

Can we unpack/recover the merged tickets?

Customer context: A customer has mistakenly merged tickets and wants to recover them separately. Customer: Can we unpack/recover the merged tickets? Answer: No, merged tickets cannot be directly recovered. However, you can split the answer from the ticket to a new one. To do this, please follow the instructions in this guide: https://support.liveagent.com/289910-Split-Ticket.

Does the built-in email account count towards the 3 incoming and 3 outgoing email account limits?

Customer context: The customer is using LiveAgent and has a subscription plan that allows 3 incoming and 3 outgoing email accounts. They want to clarify if the built-in email account is counted in their account limits. Customer: Does the built-in email account count towards the 3 incoming and 3 outgoing email account limits? Answer: No, the built-in email account does not count towards the account limits. You can still have 3 incoming and 3 outgoing email accounts in addition to the built-in o...

How can I remove the unwanted greeting from my email?

Customer context: A user has an issue with the email footer as their signature template adds information and includes an unwanted greeting. Customer: How can I remove the unwanted greeting from my email? Answer: The issue can be resolved by modifying the customer templates by navigating to Configuration -> Email -> Customer Templates. You can find detailed instructions on general template customization at the following link: https://support.liveagent.com/846069-General-template-customiza...

How can I stop the system from sending replies to both 'Reply to' and 'From' values in LiveAgent?

Customer context: The customer noticed a recent change in their LiveAgent site. Now, when an agent replies to a ticket, the message is being sent to both 'Reply to' and 'From' values, which was not happening before. Customer: How can I stop the system from sending replies to both 'Reply to' and 'From' values in LiveAgent? Answer: You can change this behavior in your LiveAgent settings. Go to Configuration > Email > Email settings > 'Conversation recipients'. From there, you can manage...

Can I connect an office365 email account secured by two-step authentication to LiveAgent?

Customer context: The customer wants to add an office365 email address secured by two-step authentication to their LiveAgent account. Customer: Can I connect an office365 email account secured by two-step authentication to LiveAgent? Answer: Yes, you can connect a Microsoft office365 email account with two-step authentication to LiveAgent using the OAuth method. When adding the email, you will be redirected to a separate Microsoft window to authenticate the account. After authentication, a tok...

Can I change the built-in email address to reflect my custom domain used for our LiveAgent account?

Customer context: The customer has a custom domain for their LiveAgent account and wants to change the predefined built-in email address to reflect their custom domain. Customer: Can I change the built-in email address to reflect my custom domain used for our LiveAgent account? Answer: No, you cannot change the predefined built-in email address (https://support.liveagent.com/787664-Built-in-email-account-configuration) as it is automatically created based on your original LiveAgent domain and ...

Can I receive email notifications about new ticket replies?

Customer context: A customer wants to know if they can receive email notifications about new ticket replies in LiveAgent. Customer: Can I receive email notifications about new ticket replies? Answer: Yes, you can receive email notifications about new ticket replies. Agent notifications are sent to offline agents for various actions, such as ticket assignment, customer replies, or new tickets in their department. To set up notifications, click on your profile photo in the top right corner of yo...

Why doesn't the "firstRecipientFirstName" variable work when I am creating a new ticket?

Customer context: A customer is experiencing issues with the "firstRecipientFirstName" variable not functioning when creating a new ticket. Customer: Why doesn't the "firstRecipientFirstName" variable work when I am creating a new ticket? Answer: The {$firstRecipientFirstName} variable does not work in the "new ticket" email template because when the template is loaded when creating a new ticket, the system does not know the recipient's name yet. There is no recipient name that can be populate...

What does the pale yellow background mean for some emails?

Customer context: A customer has noticed emails with a pale yellow background in their inbox and is unsure about their meaning. Customer: What does the pale yellow background mean for some emails? Answer: Emails with a pale yellow background are sent from an email address that an agent uses as a login username. They are essentially basic emails, but the different color separates them from regular customer replies. You can reply to these emails just like you would to regular customer emails.

Can I set up a different email template for every department?

Customer context: A customer wants to use different email templates for each department in their helpdesk system. Customer: Can I set up a different email template for every department? Answer: Yes, you can create department-specific email templates that will override the general template when sent from a specific department. To create a department-specific template, click on the "Create department specific template" button (Folder icon). All existing department-specific templates are listed u...

What is the difference between Customer templates and Agent templates?

Customer context: A user wants to understand the difference between Customer templates and Agent templates in LiveAgent. Customer: What is the difference between Customer templates and Agent templates? Answer: In LiveAgent, Customer templates are email templates sent to customers for scenarios like new tickets, ticket replies, and chat transcripts. Agent templates are email templates sent to agents for notifications and registration/password-related emails. To edit your email templates, go to ...

How can I forward all messages from a ticket?

Customer context: A customer wants to forward all messages from a ticket to a different email address. Customer: How can I forward all messages from a ticket? Answer: You cannot forward an entire ticket with all its messages. However, you can forward the last or specific message from a ticket. To forward the last message, click the "More" button in the ticket actions section and select "Forward". To forward a specific message, locate the desired ticket item, click the "Options" button in the t...

Can I add all ticket messages to the quoted text of my email reply?

Customer context: A customer wants to know if they can include all ticket messages in the quoted text of their email reply. Customer: Can I add all ticket messages to the quoted text of my email reply? Answer: You can include the last message of the ticket and its quoted text your email reply. This can be set up in the Ticket reply template (https://support.liveagent.com/144958-Email-templates). However, it's not possible to quote more than the last message of a ticket and its quoted text, if ...

Why is LiveAgent merging unrelated conversations?

Customer context: A customer is experiencing difficulty with LiveAgent merging various email conversations into one ticket, even when the subject and recipients have changed and the topic is unrelated to the previous messages. They are looking for a solution to have separate email chains. Customer: Why is LiveAgent merging unrelated conversations? Answer: LiveAgent merges email messages to existing tickets based on the unique message-ID header found in the reply-to or references headers of ema...

Can I create additional default (ladesk) mail accounts?

Customer context: A customer wants to know if they can create additional default (ladesk) mail accounts in LiveAgent. Customer: Can I create additional default (ladesk) mail accounts? Answer: No, unfortunately, you cannot create additional built-in ladesk mail accounts. We recommend connecting your own mail account for both incoming and outgoing emails instead.

Why are my emails fetched to LiveAgent with a delay?

Customer context: A customer is experiencing delayed email fetching in LiveAgent. Customer: Why are my emails fetched to LiveAgent with a delay? Answer: It is normal for emails to be fetched into LiveAgent with a delay. The system fetches your emails automatically at regular intervals using a background task. The delay depends on various factors and is part of the standard process.

Why are my emails not fetched at all?

Customer context: A customer is experiencing issues with emails not being fetched at all in LiveAgent. Customer: Why are my emails not fetched at all? Answer: If emails are not being fetched, check your mail account's status at Configuration > Email > Incoming mail accounts. If the mail account is in an error state, it means there is a connection issue. To resolve this, reach out to your provider or our support team, depending on the error message. If LiveAgent does not indicate any conn...

Why are my emails not sent out from LiveAgent?

Customer context: A customer is experiencing issues with emails not being sent out from LiveAgent. Customer: Why are my emails not sent out from LiveAgent? Answer: If emails are not sent out, check your mail account's status at Configuration > Email > Outgoing mail accounts. If the mail account is in an error state, LiveAgent cannot connect to your mail account. Reach out to your provider or our support team based on the error message to fix the connection. If the connection is fine, che...

Will error responses from recipient servers for non-existing email addresses show up in LiveAgent?

Customer context: The customer is using LiveAgent and wants to know if error responses from recipient servers for non-existing email addresses will show up in the software. Customer: Will error responses from recipient servers for non-existing email addresses show up in LiveAgent? Answer: Yes, if an email is not delivered, the error response from the recipient server will appear directly in the ticket itself.

If I delete an incoming email account and create a new one, will the tickets to the old email be deleted?

Customer context: The customer wants to delete an old email account and create a new one, and is concerned about losing existing tickets. Customer: If I delete an incoming email account and create a new one, will the tickets to the old email be deleted? Answer: No, the tickets won't be deleted as they are not tied to the email account. You can delete the old email account and connect a new one. Changing an email account's details is not possible, so you need to delete the unused one and connec...