LiveAgent panel

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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. The SSO feature is available on Large (https://www.liveagent.com/pricing/) and Enterprise (https://www.liveagent.com/pricing/enterprise/) plans. 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 c...

Keyboard shortcuts and hotkeys

Ticket view keyboard shortcuts: CTRL + H - home tab CTRL + D - open a ticket to be solved (if any) CTRL + E - resolve ticket CTRL + I - show the list of predefined answers when composing a new ticket or replying to a ticket CTRL + M - answer the chat CTRL + ⇧ SHIFT + M - answer the chat on background CTRL + Left click - open ticket on background (From ticket list only) CTRL + S - send message CTRL + Q - close ticket window CTRL + K - show the list of canned messages when replying to a ...

LiveAgent Domain parking guide

Quick navigation - Creating a CNAME record (#cname) - Checking if the CNAME record is already propagated (#propagated) - Setting up own domain in LiveAgent panel (#setup) - Adding SSL certificate (#certificate) - How to generate a temporary free SSL certificate (separate article) (https://support.liveagent.com/390514-How-to-generate-a-free-SSL-certificate) - Possible problems (separate article) (https://support.liveagent.com/751412-LiveAgent-Domain-parking-possible-problems) ...

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...

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

Sounds configuration

The Sound configuration plugin is included only during Trial or in the All-inclusive plan. For our Ticket or Ticket+Chat plan, you need to purchase the addon (#purchase). Customize or disable any sound (https://www.liveagent.com/features/sounds/) that is played in LiveAgent. You can choose from existing sounds or upload your own file. Supported formats are mp3, wav, ogg. Maximum file size is 128 MB. Sound options: - New call - New chat - New message - New ticket - Chat connec...

Agent ranking

Using this feature you can fight against delivering poor customer support by letting your customers rate the answers of your support agents. This feature can be used for both chats and emails and it also gives you an overview and report for how your agents were doing and if your customers received the support they were expecting. The agent ranking is activated by default once your account is created. If you want to deactivate this feature, navigate to Configuration>System>Plugins and cli...

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

Whether going on a break or leaving the office for the day, sometimes agents (https://www.liveagent.com/features/agents/) can forget to click 'pause (https://support.liveagent.com/350128-Pause-feature)' in their agent panel or close the panel completely when leaving the computer. Since the system still counts them as active and includes them in the routing, this can lead to frequent "no answer" events, such as missed chats or calls. Live Agent brings a great solution to these accidents with its...

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

Ticket: It is possible to attach/send 25 MB over all ticket attachments via ticket attachment (https://www.liveagent.com/features/attachments/) option. Chat: It is possible to attach/send 128 MB at once via chat attachment (https://www.liveagent.com/features/attachments/) option. However it is very likely that yours or customer's email client won't be able to accept such a large attachment, in case you will be working with the forwarded message or chat transcript. This size limit is related...

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