AI features

The Ticket summary feature uses AI to generate a concise summary of a ticket's entire conversation history. Agents can generate a summary directly from the ticket at any time, so they can quickly understand the context without needing to read every individual message. In this article - [How it works](#howItWorks) - [Setting up Ticket summary](#setup) - [Using Ticket summary](#using) - [Generating a summary](#generating) - [Refreshing an outdated summary](#refreshing) How it works When an ag...

LiveAgent exposes a built-in MCP server (Model Context Protocol) that lets you connect external AI tools — such as Claude Desktop, Cursor, claude.ai, [FlowHunt](https://flowhunt.io), or any other MCP-compatible client — directly to your LiveAgent account. Once connected, those tools can read ticket data and perform actions on your behalf, using your agent identity and permissions. Note: Your [AI agents](https://support.liveagent.com/466386-AI-Agents-feature-overview) use LiveAgent's built-in MC...

This article documents the tools exposed by the LiveAgent MCP server, including the exact parameters each tool accepts and the exact fields it returns. A [personal MCP connection](https://support.liveagent.com/647358-MCP-Integration-for-Agents) offers every tool the agent's role has the privileges for, while an [AI agent MCP connection](https://support.liveagent.com/466386-AI-Agents-feature-overview) offers only the tools selected for that AI agent. Every tool returns a single JSON object. A ca...