Canned messages

Canned messages (https://www.liveagent.com/features/canned-messages-macros/) enable you to quickly answer common demands or usually repetitive questions from your customers with a standard reply very quickly. They allow you to speed up your response by using a predefined sequence of text. So, you can use a button (little "catalog" icon below the response text field in offline/email response) or a shortcut (https://support.liveagent.com/345327-Keyboard-shortcuts) CTRL + Space for invoking a canne...

Predefined answers

An efficient and simple way to rationalize your workflow is to create Predefined answers (https://www.liveagent.com/features/predefined-answers/) for support queries that can be answered with a single, general response. Predefined answers Video Setup If you prefer video instructions over text, watch the video below: Predefined answers Setup Step 1: Navigate to Configuration>Automation>Predefined answers Step 2: Click on Create predefined answer. Step 3: Specify name (for find...

Business hours

LiveAgent’s Business hours (https://www.liveagent.com/features/business-hours/) set your SLA Levels to take action only during specified time periods with a possibility to exclude holidays. Business hours Setup Step 1: In LiveAgent navigate to Configuration > Automation > SLA. Step 2: Click on Create Level. Step 3: To enable and set business hours check “Times are defined within following business hours”. Step 4: Select your Timezone. Step 5: Sets your business hours for each...

Contact groups

Contact groups (https://www.liveagent.com/features/contact-groups/) help you manage and sort your business contacts in an easy way. Contact groups Video Setup If you prefer video instructions over text, watch the video below: Contact groups Setup Step 1: Navigate to Configuration>Automation>Contact groups Step 2: Click on Create. Name your new Contact group with a unique name. Choose your prefered Text and Backround color. Adding Contact groups to Contacts To add Conta...

Rules - Predefined actions

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 Video Setup If you prefer video instructions over text, watch the video below: Rules Setup Step 1: Navigate to Configuration>Automation>Rules Step 2: Click on Create. Name your new Time Rule with a unique name. Setup the "Apply when" parameter...

Time Rules

Time Rules are special rules that are not action-triggered, but instead are time conditional. Time Rules run on the background in intervals and check if the conditions are met. If the result is positive, the rule is executed. Intervals for Time Rules The intervals for checking if Time Rule conditions are met run in the background of LiveAgent and are performed by the Cron job file. The pre-set value for Time rule interval is 1 minute. We recommend to set this value for not less than 5 minut...

Triggers, conditions and actions

Rules create predefined actions that are automatically assigned to tickets. If the rule's conditions are met, the action is performed. In this article, you'll see a full list of all available rules' triggers, conditions, and actions with a short description and example for better understanding. Triggers Conditions Actions Agent Left Ticket Agent Opened Ticket Agent Rated Chat Started Incoming Call Started Message Added Message Group Added Outbox Mail Status Changed Queue Lengh...

Message group types

When setting up various rules in LiveAgent, you will notice a rule condition called message group type. This condition allows you to specify what types of messages the rule should be triggering.

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