LiveAgent panel

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Keyboard shortcuts

Quick navigation - [Panel Actions](#panel) - [Ticket Actions](#tickets) - [Actions inside ticket reply box](#reply) - [Ongoing Chat Actions](#chats) - [Ongoing Call Actions](#calls) - [Navigation](#navigation) Keyboard shortcuts can speed up your workflow and increase productivity. They allow users to perform various actions with tickets or the panel itself with ease. To display the list of all currently available shortcuts in the LiveAgent panel, use the shortcut Control + / (on all operating...

Managing LiveAgent Grids Views

Quick Navigation - [Modifying the view of a grid](#modify-grid) - [Creating a new grid view](#create-view) Every grid on the LiveAgent panel comes with a preset view that shows an assortment of data. You can customize the default view of any grid to either display more columns or hide some. Also, for every grid, you can save multiple views for easy switching based on the agent's requirements. Additionally, you can sort records in grids in an ascending or descending manner based on various metr...

LiveAgent Domain parking guide

Each hosted LiveAgent account uses a standardized domain, e.g., mycompany.ladesk.com. However, as this isn't very appealing when you'd like to use the customer portal and knowledgebase, it is a good idea to park your custom domain to your LiveAgent account to make it look more professional. Therefore instead of https://mycompany.ladesk.com, you could be using something like https://support.mycompany.com. When setting up a custom domain, you will need an SSL/TLS certificate. You can either provi...

How to generate a free SSL certificate

Quick navigation - Check your domain (#check_domain) - Generate certificate (#generate_certificate) - Verify your domain (#verify_domain) - Install certificate (#install_certificate) To park your custom domain to your LiveAgent account (https://support.liveagent.com/018505-LiveAgent-Domain-parking-guide), it is also required to have an SSL certificate for your custom domain. You can use a certificate created directly for the specific subdomain, e.g., support.mycompany.com, or a t...

LiveAgent GeoIP

Quick navigation - Setting up the plugin (#setup) - Sections displaying where customers are from (#sections) - Chats overview section (#chats_overview) - Browser tab in every ticket Customer details section (#browser_tab) - Customer's contact details (#customers_contact) - How to create Google Maps API key for GeoIP plugin (separate article) (https://support.liveagent.com/685466-How-to-create-Google-Maps-API-key-for-GeoIP-plugin) - Possible issues (separate article) (h...

How to create Google Maps API key for GeoIP plugin

Quick navigation - GeoIP feature (separate article) (https://support.liveagent.com/354924-LiveAgent-GeoIP) - Create a project (#new_project) - Enable Maps JavaScript API and generate a new API key (#maps_api) - Restrict the API key (optional) (#restrict_api) - Enable billing for your project (#billing) - Enable Geocoding API (optional) (#geocoding_api) If you would like to use the (#geocoding_api)GeoIP feature (https://support.liveagent.com/354924-LiveAgent-GeoIP) you must g...

Agents Ranking feature

Quick Navigation - [Available rating options](#rating-options) - [How customers rate a chat](#rate-chat) - [How customers rate a ticket](#rate-ticket) - [Leaving comments](#leaving-comments) - [Accessing the Agents' Ratings report](#reports-section) - [Invalidating ratings](#invalidate-ratings) The Ranking feature in LiveAgent enables customers to evaluate the answers of your support agents. This feature can be utilized for both chat and email responses, and it also gives you an overview and r...

LiveAgent Sounds Configuration

The Sound configuration plugin provides a way to customize or mute the alert sounds that are triggered by certain actions within the LiveAgent panel. To activate the plugin navigate to Configuration > System > Plugins. After activation, the sounds can be configured in Configuration > System > Sounds. You have the option to select from existing sounds or upload your own. The plugin supports mp3, wav, or ogg formats, and the maximum size for a sound file is capped at 10 MB. The plugin...

Google Document Viewer

Google document viewer is a safer way for your agents to view files attached to tickets or chats. It allows agents to open files directly through their browsers, meaning they don't have to download these files to their PCs. This is a big help when it comes to security and it also helps to protect privacy. Google Document Viewer option can be activated in Configuration > Security > Settings > Allow Google Document Viewer. The Google Document Viewer supports the following extensions...

The "View" button availability for attachments in tickets

Sometimes attachments in tickets offer both options (buttons) to download and view attachments and sometimes the "View" button is missing. The view option is available only for the attachments of the following content-types: audio/* video/* image/* except svg So essentially you can "view" without first downloading the attachment all audio files, video files and image files with the exception of the SVG format which cannot be viewed directly. The following content types are viewable by Google...

To solve button

To solve button is a feature that we recommend using if you want to make sure that no customer is forgotten and everyone receives their reply as soon as possible. This function routes the tickets based on how long the ticket has been unanswered and based on the created SLA levels applied to the tickets. This way, the tickets from the customers that have been waiting for the answer from your support team the longest or the customers with an urgent issue, if defined by the SLA level, will be prior...

Chat/Call queue indicator

Your LiveAgent panel has the ability to indicate how many customers are waiting in the chat or call queue. This is displayed in the top-right corner of your panel. Once every agent who is available for chats/calls has his slots full at one moment, further customers have to wait until one of these slots gets free. In order to define the number of chats that agents can handle at the same time, navigate to Configuration --> Agents --> Edit any agent --> Settings (tab) --> Max chat ...

Pause feature

LiveAgent (https://www.liveagent.com/tour/live-chat-software/) offers an option for Agents (https://www.liveagent.com/features/agents/) and Admins to go into a Pause. It’s typically used to turn off receiving tickets, chats, and calls while being out of the office or away from the computer for a short time (for example lunch or a coffee break). Besides pausing yourself, administrators are also able to pause or logout their colleagues who might have forgotten to pause themselves. - How to p...

Auto pause

The Auto pause feature automatically removes an agent from chat and call routing when they fail to respond, indicating that they are temporarily unavailable. This way, the system doesn’t continue to route conversations to agents who cannot assist customers. In addition, it helps keep the [performance report](https://support.liveagent.com/765561-Performance-report) accurate by preventing multiple unanswered interactions from being counted as [missed](https://support.liveagent.com/765561-Performan...

Mass action

Mass action is a function which allows you execute some action on multiple tickets based on your selection or filter. You can find the Mass action option in Ticket section of your LiveAgent panel. Example: Let's try Mass action on the specific example. We would like to tag those tickets which have subject 'chat from' with the tag 'Chat'. - In the Tickets section, we need to use custom filter to filter the tickets which we can use in the mass action. - Now we can check the...

Attachments size limit

LiveAgent limits the size of a single file that can be attached to a message. The limit depends on the channel you send the file through, because each messaging platform enforces its own maximum. A file above the limit is refused with an error message when you attach it. Attachment size limits per channel - Email and tickets — 25 MB per file. - Live chat — 20 MB per file, for both agents and visitors. - WhatsApp — 100 MB for documents (PDF, Word, Excel, PowerPoint, plain text), 16 MB for audio...

Single sign-on (SSO)

The single sign-on (SSO) feature allows you to log in to your LiveAgent account through your account in different services instead of by standard username and password method. SSO is not included in every plan. See the [pricing page](https://www.liveagent.com/pricing) for the plans that include it. When your service account shares the same email address (username) as your LiveAgent account, you can access your LiveAgent account simply by clicking a single button. LiveAgent currently supports SSO...

Emoji

LiveAgent (https://www.liveagent.com/) is fully compatible with Emojis 🤝. The only requirement is that you run Mac OS X (or higher) or Windows 10 🖥 (or higher). You can use Emojis while chatting 💬 or when publishing a Knowledge Base 📒 article. To access Emoji keyboard ⌨️ on your computer, use the following shortcuts: Windows 10 - ⊞ Win + . OS X - Ctrl + ⌘ Command + Space

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