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How to create Chat buttons in LiveAgent

In this video tutorial I will show you how to create Chat buttons (https://www.liveagent.com/features/real-time-chat/) in LiveAgent. Live chat has the ability to provide the convenient answers that customers want, while also adding significant benefits to the staff and bottom line of your company. Live chat builds customers' confidence while shopping and increases overall customer experience. Video Instructions - Navigate to Configuration>Chat>Chat buttons and click on Crea...

How to create Chat invitations in LiveAgent

In this video tutorial I will show you how to create Chat invitation (https://www.liveagent.com/features/proactive-chat-invitations/) in LiveAgent. Engage your website visitors by inviting them to Live chat with your Agents. Setup Chat invitations for custom URLs on your website (e.g. your pricing page).Invite visitors to Chat with you during the checkout process, build their purchase confidence, increase shopping experience and convert them into paying customers by having a real person c...

How to create Departments in LiveAgent

In this video tutorial I will show you how to create Departments (https://www.liveagent.com/features/departments/) in LiveAgent. Department represents a specific division of your organization by product or service, field of knowledge, physical location or Responsibility. Video Instructions - Navigate to Configuration>Departments and click on Create department - Name your new Department with a unique name. - After the Department is created, you can add or remove agents to...

How to create and add Tags in LiveAgent

In this video tutorial, I will show you how to create and add Tags (https://www.liveagent.com/features/tags/) in LiveAgent. In this video, I will create a tag named “Urgent” and mark a ticket with this tag. Here are some options how you can use tags • Add tags to tickets, either manually or automatically, and use those tags to create custom workflows. • Browse tickets by tag. • Use tags in your business rules (Rules, SLA Rules, Time Rules) to create custom workflows. • Create views a...

How to add Agents in LiveAgent

In this video tutorial I will show you how to add Agents (https://www.liveagent.com/features/agents/) in LiveAgent. Agents and customer representatives are essentially equivalent terms, it's the universal definition for all people who provide customer support (resolve support requests). **Video Instructions** * Navigate to Configuration>Agents and click on Create agent. * Optionally, you can upload an agent’s photo by choosing an image from your computer or image link. * N...

How to setup Rules in LiveAgent

In this video, I will setup an example Rule (https://www.liveagent.com/features/rules/) which will add a Tag named Reward to all tickets (https://www.liveagent.com/features/ticketing/), where an agent has been rated with a positive rating. Rules (https://www.liveagent.com/features/rules/) are special rules that are "action triggered". Rules create predefined actions that are automatically assigned to tickets. If the rule's conditions are met the action is performed. Rules are most commonly ...

How to create and use Predefined answers in LiveAgent

In this video tutorial I will show you how to create and use Predefined answer in LiveAgent (https://www.liveagent.com/). An efficient and simple way to simplify your workflow is to create Predefined answers (https://www.liveagent.com/features/predefined-answers/) for support queries that can be answered with a single, standard response. **Video Instructions** * To create a predefined answer Navigate to Configuration>Automation>Predefined answers and click on Create predefined ...

How to create Email templates in LiveAgent

In this video tutorial I will show you how to create Email templates (https://www.liveagent.com/features/email-templates/) in LiveAgent. In LiveAgent you can configure email templates for your Customers and Agents. All the email templates sent from your LiveAgent can be formatted as HTML or plain text emails. **Video Instructions** * Navigate to Configuration>Email - there you can choose either "Customer Templates" or "Agent Templates". Customer Templates are email templates...

How to create Contact groups in LiveAgent

In this video tutorial I will show you how to create Contact groups (https://www.liveagent.com/features/contact-groups/) in LiveAgent. Contact groups help you manage and sort your business Contacts in an easy way. Contact groups are simply words or combinations of words you can add to Contacts or Companies. **Video Instructions** * Navigate to Configuration>Automation>Contact groups and click on Create. * Name your new Contact group with a unique name. Setup the text c...

How to create Contact forms in LiveAgent

In this video tutorial I will show you how to create Contact forms (https://www.liveagent.com/features/contact-forms/) in LiveAgent. Adding a Contact form into your website enables your customers to send you a message directly from your website. **Video Instructions** Contact button * Navigate to Configuration>Contact form. * You can create a Contact button or In-page Form which will be embedded into your website. * Navigate to Contact buttons and click on Create to ...

How to replace the default Logo in LiveAgent

In this video I will show you how to replace the default Logo in LiveAgent (https://www.liveagent.com/). Your logo will be used on home page, in ticket history window and as a default logo for all new contact widgets. **Video Instructions** * Navigate to Configuration>System>General * On the top of the screen next to Default logo click on Change and upload a logo from your computer or image url. * Under the default logo section you can also change the default ...

How to setup and create Contacts in LiveAgent

In this video tutorial I will show you how to create Contacts (https://www.liveagent.com/features/contacts/) in LiveAgent. View information about your customers, from basic contact info, language preferences, to any customer data captured in custom Contact fields (https://www.liveagent.com/features/contact-fields/). Every time someone contacts you, a new Contact (https://www.liveagent.com/features/contacts/) is created in LiveAgent. **Video Instructions** * Navigate to Configuration&...

How to setup Rewards and Badges in LiveAgent

In this video I will show you how to setup Rewards and Badges (https://www.liveagent.com/features/rewards-badges/)in LiveAgent. Badges (https://www.liveagent.com/features/rewards-badges/) create a fun and engaging workplace. With badges, the productivity in the office naturally increases. People love collecting and holding onto rewarding Badges and try to shake of the negative ones as soon as possible. Rewards and Badges are a part of the Gamification functionality. **Video Instruct...

How to create and use Canned messages in LiveAgent

In this video tutorial I will show you how to create and use Canned mesagges (https://www.liveagent.com/features/canned-messages-macros/) in LiveAgent. Canned messages (https://www.liveagent.com/features/canned-messages-macros/) allow you to quickly answer common demands with a standard reply. They help you to speed up your response by using a predefined sequence of text. **Video Instructions** * To create a canned message Navigate to Configuration…Automation…Canned messages and click...

How to setup Time Rules in LiveAgent

In this video, I will setup an example Time rule (https://www.liveagent.com/features/time-rules/) which will delete all tickets which are marked as spam and older than 90 days. Time Rules (https://www.liveagent.com/features/time-rules/) are special rules that are not "action triggered", but instead are time conditional. Time Rules run on the background in intervals (usually every minute) and check if the conditions are met. If the result is positive, the rule is executed. Time Rules are m...

How to Setup SLA in LiveAgent

In this video tutorial I will show you how to setup SLA (https://www.liveagent.com/features/service-level-agreement-sla/) Levels and SLA Rules in LiveAgent. Our example case will assign an SLA with first answer due 1 hour and next answer due 30 minutes to all new tickets that are marked with a tag “Urgent”. **Video Instructions** * Navigate to Configuration>Automation>SLA and click on Create Level. Name it with a unique name. Setup the first answer due 1 hour and next answer du...

How chat button animations look like

Animate your chat buttons (https://www.liveagent.com/features/chat-button-animations/) to get more visitors to talk with and up-sell.

How a docked chat window looks like

Chat window (https://www.liveagent.com/features/chat-window-docking/) can be docked to the left or right side of a website.

How to Copy & Paste images in LiveAgent

LiveAgent offers an option to copy & paste images (https://www.liveagent.com/features/copy-paste-images/) to your Tickets. Insert inline images into the body of your ticket. Copy an image and easily Paste it using the keyboard shortcut Ctrl + V in LiveAgent HTML editor.

How to connect Facebook with LiveAgent standalone version

In this video I will show you how to connect Facebook with standalone version of LiveAgent. Video Transcript: In this video I will show you how to connect Facebook with standalone version of LiveAgent. Connecting LiveAgent with Facebook enables you to respond to Facebook messages, posts or comments directly from LiveAgent. Firstly an admin has to connect LiveAgent with Facebook application by entering App ID and App secret that can be obtained from Facebook developer center. Navigate t...

Fetching Facebook page messages by LiveAgent

In this video I will show you how Facebook page wall posts and messages are fetched by LiveAgent. Video Transcript: In this video I will show you how Facebook page wall posts and messages are fetched by LiveAgent. LiveAgent application uses periodic cron task to fetch page wall posts and messages. After somebody writes message to Facebook page, it will appear in LiveAgent interface as a new ticket within a few minutes. Let’s see how it looks like. Somebody sends a message to Facebook page...

How to Chat on the go with LiveAgent Android app

LiveAgent offers a native Android app (https://www.liveagent.com/features/android/) for your favorite mobile device, so you can provide customer service even on the go.

How to Chat on the go with LiveAgent iOS app

LiveAgent offers a native iOS app (https://www.liveagent.com/features/ios/) for your favorite mobile device, so you can provide customer service even on the go.

How to setup Gamification

Gamification (https://www.liveagent.com/features/gamification/) is not just about fun, it motivates support team members to work even harder. In this video I’ll show you how to setup badges and add new levels. Video Transcript Solving customers issues all day long is hard work and your best performing customer support Agents deserve to be credited and acknowledged. Gamification is not just about fun, it motivates support team members to work even harder. Badges are given out regularly a...
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