Emailing feature related topics

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...

In LiveAgent you can configure Email templates (https://www.liveagent.com/features/email-templates/) for your Customers and Agents. All the email templates sent from your LiveAgent (https://www.liveagent.com/features/) can be formatted as HTML or plain text emails. By using the implemented WYSIWYG editor, you can easily edit and style content of your email templates. Email templates Video Setup If you prefer video instructions over text, watch the video below: Email templates Setup Na...

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>...

In LiveAgent, you can define outgoing email accounts (https://support.liveagent.com/988633-Configuring-Outgoing-Email-Accounts) from which agents are allowed to send replies, separated for every department, or force replying to tickets in a specific department only from one particular outgoing email account. These settings can be found in Configuration > Departments (https://support.liveagent.com/420769-Departments) after clicking on the Edit button of the chosen department. General co...

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...

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...

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...

​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...

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:/...

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...