Design

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Did your LiveAgent UI change?

Customer context: A user of LiveAgent noticed some changes in the UI of their LiveAgent account after one of our version updates Customer: Did your UI change? Answer: Yes, we have made some updates to our User Interface. This is part of our continuous efforts to enhance user experience, streamline workflows, and adapt to the latest trends in customer support. To get a detailed overview of these changes and improvements, please visit the 'News' section in our blog on our website: https://www.li...

Can we create custom ticket statuses in LiveAgent?

Customer context: A user of LiveAgent is looking to customize their helpdesk experience by personalizing the ticket statuses on their account. Customer: Can we create custom ticket statuses in LiveAgent? Answer: I am very sorry, but it's not possible to create your own statuses in LiveAgent. There are only predefined default ticket statuses you can use.

Is it possible for us to create our own ticket ID format in LiveAgent?

Customer context: A customer is looking to customise the ticket ID format in their LiveAgent helpdesk software, aiming to implement their own system into the platform. Customer: Is it possible for us to create our own ticket ID format in LiveAgent? Answer: Unfortunately, LiveAgent does not offer the option to customize the ticket ID format. The format is set by default for all accounts and is not adjustable for individual users.

How to change the design of the chat button?

Customer context: A customer wants to modify the appearance of their chat button within LiveAgent. Customer: How to change the design of the chat button? Answer: To change the design of the chat button, you need to create a new button as you cannot modify the look of the existing button. However, you can change the design for the chat window of the existing chat button by navigating to Config > Chat > Chat buttons > Edit > Chat window > Style. You can also apply custom CSS code ...

Why am I unable to change the new theme back to the old one?

Customer context: The customer was using an older theme and is unable to change back to it. Customer: Why am I unable to change the new theme back to the old one? Answer: LiveAgent has discontinued support for older themes and now focuses on newer Material and Dark Blue themes. Older themes have become difficult to maintain, and it is recommended to move to the newer, improved themes.

Can I edit the agent panel theme in LiveAgent?

Customer context: The customer wants to customize the appearance of the agent panel in LiveAgent. Customer: Can I edit the agent panel theme in LiveAgent? Answer: Unfortunately, there is no built-in option to edit the agent panel theme, however, we are always open to any feedback from our customers. Feel free to share any improvements or changes you would like to suggest. We endeavor to incorporate viable recommendations in our future updates to enhance user interface of LiveAgent.

How to change the design of emojis (faces) in LiveAgent?

Customer context: The customer wants to change the design of the satisfaction faces (Agent ranking). Customer: How to change the design of emojis (faces) in LiveAgent? Answer: You can use the following CSS codes to modify the satisfaction faces in LiveAgent (smiley face, frowny face, neutral face). Add these codes to Configuration > Chat > Chat buttons > Edit chat button > Chat window > Edit custom CSS > Add it and save the changes .AgentRanking .PunishButton .buttonIcon {...

How can I change the redirection from the logo available on my Customer Portal to another page when using the Montana theme?

Customer context: The customer wants to change the redirection of the logo available on the Customer Portal to another page when using the Montana theme. Customer: How can I change the redirection from the logo available on my Customer Portal to another page when using the Montana theme? Answer: You can change the redirection by inserting the following code into the Header HTML section in your LiveAgent account. Go to Customer Portal > Settings > General Configuration > Click the "Cha...

How can I exactly specify the position of a chat button on my website?

Customer context: The customer is trying to adjust the placement of a button on their website as it does not look good with the current position. Customer: How can I exactly specify the position of a chat button on my website? Answer: If the available options in the Chat button configuration within your LiveAgent account (accessible through LiveAgent account > Chat > Chat Buttons > edit Chat button > Online button > Position) are insufficient for your needs, you can customize th...

How to remove the icons entirely from our Knowledge base articles?

Customer context: The customer wants to remove icons from their Knowledge base articles in their LiveAgent Customer Portal. Customer: How to remove the icons entirely from our Knowledge base articles? Answer: You can remove the article icons using the following CSS code in your Customer Portal > Settings > Configuration > Design > Custom CSS: .itemo-A:before { content: none; } To adjust the padding and remove excess whitespace, use this CSS code: .item-full, .list-group-...

How can I hide the "Register" option for customers from our Customer portal?

Customer context: The customer wants to hide the Register option for customers in their LiveAgent Customer Portal. Customer: How can I hide the "Register" option for customers from our Customer portal? Answer: It's possible by using custom CSS and JavaScript code that you can place into your Customer portal. The correct codes with the location where they should be placed you can find here: https://support.liveagent.com/950572-How-to-remove-the-Login-My-tickets-links-and-Register-option-from-th...
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