Emailing feature related topics

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Answer Delivery Status Indicator

In agents' answers, there is a delivery status indicator, located adjacent to the agent's name. This feature provides information on the status of the agent's reply - whether it has been successfully sent, is scheduled to be sent out shortly, is delayed, or was not delivered because the customer's mail server failed to receive it. The indicator may display any of the following statuses: - Answer sent - means the agent's response has been accepted for sending by the outgoing mail account'...

Email accounts limitations

The email limits are applied on our side to protect our email servers from being considered spam senders. The current email limitations are: - Built-in email account PER HOUR = 50 - SMTP email account PER HOUR = 1000 - Number of emails to a recipient PER HOUR = 60 (applies for either Built-in and SMTP) We recommend sending emails via your own email server with an SMTP connection for any business-critical application. Note: click to view limits on Trial (https://support.liveagent...

Setting Up and Customizing Email Templates

LiveAgent provides the option to configure various email templates, which are preconfigured emails that are sent to customers or agents in specific situations. You can format these email templates using plain text or HTML code and utilize the built-in WYSIWYG editor to easily edit and style the email content. To edit your email templates navigate to Configuration > Email, and access one of the two available sections: - Customer Templates section includes templates of emails sent to cust...

Process of merging new emails into existing tickets

From time to time customers ask us why was or wasn't an email added to an existing ticket thread in the system. The answer lies in the mechanism of merging new emails to existing tickets (https://www.liveagent.com/features/ticketing/) and we will try to explain it here. The application first looks into the source code of the received email, particularly in the email headers section, where it looks for the following fields in the given order: - in-reply-to <Message-ID of previous message>...

Configuring Department-Specific Outgoing Email Accounts

In LiveAgent, administrators have the option to allow chosen outgoing email accounts (https://support.liveagent.com/988633-Configuring-Outgoing-Email-Accounts) for each department separately, allowing agents to reply to tickets using only selected email addresses, or force replying to tickets in a specific department only from one particular outgoing email account. This ability to set up multiple outgoing email accounts can be accessed in Configuration > Departments (https://support.liveagent...

Ticket participants functionality explanation

Quick navigation - Replying to a ticket (#reply) - Modifying ticket participants (#modify) - Replying to tickets without email message from a customer (#no_email) - Ticket details Participants section (#participants) When you want to reply to a ticket in LiveAgent, there are two options to reply to it: - Reply - send the reply to the customer's email address from which the customer sent you the last message in the ticket thread - Reply to all - send the reply to the custo...

Automatic ticket subject update

In LiveAgent, there is an option to automatically change the ticket subject on every customer's received reply. This option is useful in cases where customers send you an initial email with a general subject like "question" or with the subject completely empty (in such cases, the ticket subject will match the customer's message) and update the subject later on, or if they reply to the same email thread but regarding a different topic. Activate the setting To activate the Automatic ticket su...

Replying to LiveAgent ticket from agent's email

LiveAgent has a handy feature, that allows your agents to reply to ticket notification they received in their mailbox, and LiveAgent can be configured to add this reply to the ticket exactly as if the agent had repllied in the LiveAgent panel. This setting is also applied for any email from agent's email address which is received in LiveAgent as a reply to any message already in ticket (if the email References header contains any previous email Message-ID in ticket). This option can be configur...

How LiveAgent recognizes quoted text from message

For every incoming email, LiveAgent tries to split the content of the email to 2 parts: new message and quoted part. However this is only possible if the email contains some delimiter / tag to mark where the new message ends and where the quoted part begins . Typically in plain text emails it is either the line ----- Original message ----- or it could be the ">" characters at the beginning of line > this is > the quoted part In HTML emails the quoted part is usually enclosed i...

How LiveAgent recognizes spam

Standalone installation of LiveAgent software doesn't have any spam filter by itself. Marking a ticket as spam is the job of the mail server by which the email is received. Additionally, it is possible to install SpamAssassin (https://support.liveagent.com/992315-SpamAssassin) on your server. If you have a cloud-hosted LiveAgent account and you are using the built-in email (https://support.liveagent.com/787664-Built-in-email-account-configuration) directly, or you are forwarding emails (https:/...

"Fetch Bulk mail" and "Fetch Junk mail" settings in LiveAgent

There are specific settings regarding fetching emails with specific headers (header Precedence: junk or Precedence: bulk) directly in your LiveAgent account under Configuration > Email > Email settings. If you have enabled these settings, it only enables processing of such emails with the above mentioned specific headers and if those will be fetched into your panel. Very often these settings can be misleading for our customers and they might think that disabling such a setting wi...