AI Agents feature overview

The AI Agents feature allows you to create reusable AI-powered agents and trigger them via automatic rules. AI agents utilize the built-in MCP server and its tools to perform various actions within your LiveAgent account. They serve as a background automation layer alongside other LiveAgent AI-powered features.

Note: To use the AI Agents feature, it is required to integrate your LiveAgent account with an AI provider, and set the feature up.

It is recommended to integrate FlowHunt as your AI provider and set up your AI agents via it to have full control over the workflow and troubleshooting.

FlowHunt, our no-code AI automation platform, is a product of our company, Quality Unit, like LiveAgent. By utilizing our AI features with FlowHunt, we ensure data safety and offer priority support. For customers with active LiveAgent & FlowHunt subscriptions, our support team offers a full initial setup. If you're interested in our free setup service, feel free to contact us at support@liveagent.com.

How it works

An AI agent is the central configuration object. It tells the system which AI provider to call, how it should process ticket(s), and which actions it is allowed to perform. You can create as many AI agents as you need, while one agent per use case (e.g., one for auto-tagging, one for ticket triage/categorization, one for generating knowledge base articles from resolved tickets, etc.) is the recommended approach.

When an automatic rule containing the action "Run AI agent" triggers, the system dispatches the AI agent to your AI provider, which processes the ticket and performs actions it is allowed to do, such as tagging the ticket, resolving it, assigning it to an agent, transferring it to another department, or writing a knowledge base article out of it - all without any human intervention.

LiveAgent exposes a built-in MCP server (model context protocol) that your AI provider connects to when executing an AI agent. When the AI provider needs to read ticket data or perform an action, it calls an MCP server endpoint, and LiveAgent executes the corresponding tool. Every tool call is authenticated and validated before it reaches the ticket.

Creating an AI agent

To create & set up an AI agent, navigate to Configuration > AI > AI Agents. The exact setup steps depend on the AI provider you use. Please follow the dedicated article for a step-by-step setup guide for your provider:

• Setting up AI Agents feature via FlowHunt
• Setting up AI Agents feature via OpenAI

Adjusting an AI agent's configuration

To adjust the configuration of an existing AI agent, navigate again to Configuration > AI > AI Agents, and click on the desired AI agent. You can change the provider, FlowHunt workflow/LLM model & instructions, allowed tools, and access token of your AI agent anytime as required.

AI agent tools

Each AI agent includes a list of allowed tools - specific actions it may invoke when processing a ticket. Tools that are not allowed for a given AI agent are unavailable to the AI provider, even if the underlying provider would request them.

Note: See the MCP server tools list for the complete list of all available tools and their description.

Tip: It is recommended to grant each AI agent only the tools it actually needs. For example, an agent whose sole purpose is to tag tickets does not need the "Resolve ticket" or "Assign ticket" tools. Keeping the tool list tight reduces the risk of unintended actions and helps save your credit budget.

Credit & budget for AI agents

Runs of AI agents are billed through AI credits. Every MCP tool call an AI agent makes draws from your account's credits pool. The rule is simple: 1 tool call = 1 credit. For example, an AI agent run that would use 3 MCP tools to get ticket messages, get ticket notes, and create a knowledge base article would spend 3 credits.

You can control your AI agents' monthly credit spending through AI Budgets. Each run is tied to a budget you choose when setting up the rule action. For a full explanation of how credits and budgets work, please see the separate AI Budgets & credits article.

AI credits currently do not need to be purchased. 300 000 credits are automatically provided for free to each LiveAgent account. We recommend keeping an eye on your credit balance and designing your AI agents to use tool calls efficiently to optimize your free credits usage.

Monitoring AI agent runs

Every time an AI agent is triggered for a ticket, a run record that tracks its full lifecycle is created in the Reports > AI Agent Runs section. Each run record tracks the status, the number of tool calls it made, and, if it failed, the reason. For a more detailed explanation of the AI Agent Runs report section, please see the AI Agent Runs report article.

Example use cases

Automatic ticket classification and tagging

Create an AI agent with the "Get ticket messages" and "Add tags" tools enabled. Configure it to read the first message, identify the topic (billing, technical issue, feature request, etc.), and apply the corresponding tag. Attach this agent to a rule that triggers on the "Ticket created" event for your general support inbox. Every new ticket will be tagged within moments of arrival, ready for agents to sort and prioritize.

Intelligent ticket routing

Provide your AI agent with "Get ticket messages", "List departments", and "Transfer ticket" tools. Configure the agent to read the ticket content, determine the correct specialist team, and transfer the ticket automatically. This is especially useful when tickets arrive in a generic inbox and need to reach the right department before an agent picks them up.

SLA-aware escalation with time rules

Use a time rule instead of an instant rule. Set the trigger to fire when a ticket has been open for a defined period without a response. The AI agent can read the ticket context, assign it to a senior agent, and add an escalation tag — all without a supervisor having to manually monitor the queue.