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Can I fetch DMs from Instagram and Twitter into LiveAgent?

Customer context: The customer wants to incorporate Instagram and Twitter DMs into their LiveAgent setup. Customer: Can I fetch DMs from Instagram and Twitter into LiveAgent? Answer: Unfortunately, it is not possible to fetch Instagram and Twitter DMs in LiveAgent. For Instagram, LiveAgent fetches comments and mentions, and for Twitter, it fetches tweets.

What timezone is used for the exported data?

Customer context: A customer wants to understand the timezone of the data exported from LiveAgent. Customer: What timezone is used for the exported data? Answer: The timezone used for the exported data is based on the timezone settings in your browser.

How to take backup of data in LiveAgent?

Customer context: A user of LiveAgent who wants to ensure their data is backed up and wants to know how it's done. Customer: How to take backup of data in LiveAgent? Answer: In LiveAgent, data backups are automatically handled with a 2 Level Backup System, so there's no need for you to manually backup your data. 1st Level Backup involves real-time replication of data to two slave servers. 2nd Level Backup includes daily snapshots of each database, kept for 15 days in a separate datacenter (Ama...

How long can data be stored in the LiveAgent?

Customer context: A customer is inquiring about data storage and archiving in LiveAgent. Customer: How long can data be stored in the archive, and is there a deadline? Answer: The data is stored on our servers for as long as your account is active. When your account is suspended, the data remains on our servers for 2 months. If you don't reactivate your account within those 2 months, your data will be permanently removed from our servers.

How do updates work in LiveAgent? Is there anything we need to do?

Customer context: A customer who wants to understand how updates work in LiveAgent and whether they need to take any action for them. Customer: How do updates work in LiveAgent? Is there anything we need to do? Answer: No, you don't need to do anything on your side. Our system performs mass updates to ensure that all our users receive the latest features and improvements. These updates are automatically scheduled and executed when no agents are logged in to minimize any disruption to your supp...

How can I check the waiting time for clients until an agent replies?

Customer context: The customer wants to know how they can check the average waiting time for their clients until an agent replies. Customer: How can I check the waiting time for clients until an agent replies? Answer: Although there isn't a report for average waiting time in chats, you can check the waiting time for tickets. Set up an SLA rule in which you define the desired reply time for agents and then you can view the SLA log in Reports->Tickets->SLA log. Additionally, you can check ...

Is it possible to check the worktime of agents?

Customer context: A customer wants to know if they can check the worktime of their agents in LiveAgent. Customer: Is it possible to check the worktime of agents? Answer: Yes. You can check the total Worktime directly in Reports->Agent report, by enabling the column "Worktime". If you want to see an exact time when the agent logged in, logged out, or was on pause, you can go to Configuration->Agents->edit agent->Performance report, and click on a specific day to see a breakdown of t...

Is the history of conversations traceable?

Customer context: The customer needs to know if their ticket and conversation history can be accessed for an extended period of time, such as months or a year ago. Customer: Is the history of conversations traceable? I mean we may need to look at communication records from months or a year ago. Answer: Yes, ticket history data, along with the history of communications in internal chats and notes have no limits, so you'll be able to access all the data from your account for an unlimited period ...

Can internal chats and internal notes also share files?

Customer context: The customer is using LiveAgent for team communication and collaboration. Customer: Can internal chats and internal notes also share files? Answer: Yes, for sure. You can attach almost all types of files within internal chats and internal notes in LiveAgent.

Does LiveAgent have internal collaboration functions for agents?

Customer context: The customer is looking for information on LiveAgent's collaboration features for agents. Customer: Does LiveAgent have internal collaboration functions for agents? Answer: Yes, LiveAgent offers collaboration features such as internal calls, internal chats between agents, and the ability to leave internal notes within tickets that are not visible to customers.

Where can I download the LiveAgent WordPress checklist plugin?

Customer context: A customer is looking to download the LiveAgent WordPress checklist plugin but is unable to locate it on the WordPress repository. Customer: I can't download the WordPress checklist plugin from the WP repo. Where can I find it? Answer: Our WordPress checklist plugin is not yet publicly available and cannot be downloaded at this moment. Please stay tuned for future updates regarding its release.

Do you have an option to migrate from Zoho Desk to LiveAgent?

Customer context: The customer has seen an option to migrate from Zoho Desk on the sales page but cannot find the migration plugin. Customer: Your sales page says you have an option to migrate from Zoho Desk but I don't see the plugin available. Answer: Unfortunately, the migration plugin for Zoho Desk is not yet released. Please keep an eye on our updates for future developments.

How do I set up the POST method for the Display external info in ticket plugin?

Customer context: The customer is using the Display external info in ticket plugin and needs help with setting up the Post method. Customer: How do I set up the POST method for the Display external info in ticket plugin? Answer: For setting up the POST method, you need to enter the full link in the request body field, such as: https://mydomain.com/info.php?customer={$contact_email}&customer_phone={$contact_phone}.

Can I access WhatsApp on the Appsumo plan or is there a one-time payment option for it?

Customer context: The customer has an Appsumo account and wants to use the WhatsApp connection, which they previously had access to during their 14-day trial. Customer: Can I access WhatsApp on the Appsumo plan or is there a one-time payment option for it? Answer: Unfortunately, WhatsApp is not available on the Appsumo plan. It can only be accessed on the Large and Enterprise plans, and it's available as a monthly subscription. LiveAgent does not offer lifetime deals for the WhatsApp connectio...

Can we ban an email address in LiveAgent?

Customer context: The customer would like to know if it is possible to ban a specific email address in LiveAgent, similar to how IP addresses can be banned. Customer: Can we ban an email address in LiveAgent? Answer: While you cannot directly ban an email address like you can with IP addresses, you can create a rule in LiveAgent that will delete or mark emails from unwanted senders as spam.

Do you integrate with Skype?

Customer context: The customer is looking for chat software integration, specifically with Skype. Customer: Do you integrate with Skype? Answer: LiveAgent does not have integrations with Skype. For more information about available integrations, please visit: https://www.liveagent.com/integrations/

How do I create a custom plugin to embed my own page content when reading an email?

Customer context: The customer wants to create a custom plugin that displays a button to embed their own page content when reading an email, making it convenient for them to perform data operations. Customer: How do I create a custom plugin to embed my own page content when reading an email? Answer: LiveAgent does not support creating custom plugins for this purpose. However, you can display external information to your tickets by setting up the feature described in this guide: https://support...

What software or apps are compatible with LiveAgent?

Customer context: The customer is interested in learning about software and apps that are compatible with LiveAgent. Customer: What software or apps are compatible with LiveAgent? Answer: LiveAgent offers many compatible integrations with various software and apps. You can view the complete list at https://www.liveagent.com/integrations/.

Is LiveAgent compatible with BigCommerce?

Customer context: The customer is considering LiveAgent for their business and wants to know about its compatibility with BigCommerce. Customer: Is LiveAgent compatible with BigCommerce? Answer: Yes, LiveAgent is compatible with BigCommerce. More information about the integration is available at https://www.liveagent.com/integrations/bigcommerce/.

Is there a minimum number of agents for the Large subscription plan?

Customer context: The customer is interested in the Large subscription plan of LiveAgent and wants to know if there's a minimum number of agents required for it. Customer: Is there a minimum number of agents for the Large subscription plan? Answer: No, there isn't a minimum limit for the number of agents on the Large subscription plan of LiveAgent.

Is there a minimum number of agents for the Enterprise plan?

Customer context: A customer inquiring about the Enterprise plan for LiveAgent and whether there is a minimum number of agents required. Customer: Is there a minimum number of agents if I subscribe to the Enterprise plan? Answer: Yes, there is a minimum requirement of 10 agents for the Enterprise plan in LiveAgent.

How can I display customer orders from my external e-commerce tool in LiveAgent?

Customer context: The customer uses an external e-commerce tool and wants to display order details in LiveAgent. Customer: How can I display customer orders from my external e-commerce tool in LiveAgent? Answer: If LiveAgent does not provide built-in integration (https://www.liveagent.com/integrations/) for your e-commerce tool, you can use the "Display external info in ticket" plugin to build the connection. Activate and configure the plugin by going to your LiveAgent admin panel at Configura...

Can I integrate SMS messaging with LiveAgent?

Customer context: A customer is interested in adding SMS support to their helpdesk and wants to know if LiveAgent offers an SMS integration. Customer: Can I integrate SMS messaging with LiveAgent? Answer: LiveAgent does not have native SMS integration, but it can be achieved using a 3rd party service like ClickSend. Unfortunately, there is no specific tutorial available, so your developers would need to set it up themselves. You can consider using the LiveAgent API (http://t.com/840770-Complet...

Why can't I log in to my agent account on two devices at the same time?

Customer context: The customer is an agent using the LiveAgent helpdesk software and wants to know about logging in from multiple devices simultaneously. Customer: Why can't I log in to my agent account on two devices at the same time? Answer: Unfortunately, logging in to your agent account on two devices concurrently is not allowed in LiveAgent. If you try to log in from two places simultaneously, the system will consider it a concurrent login and will force you to log out from one of the dev...

Why do I see a disconnect/session expired message in my LiveAgent?

Customer context: A customer is receiving a disconnect/session expired message while using LiveAgent and wants to know the reason behind it. Customer: Why do I see a disconnect/session expired message in my LiveAgent? Answer: LiveAgent doesn't have a built-in session timeout, but browsers do. It's called "tab freeze" and happens if you don't interact with the LiveAgent tab for a while or if your browser temporarily loses its internet connection. To prevent this issue, you can use a third-party...

What does being on the legacy subscription plan mean for my account?

Customer context: The customer's account is currently on the legacy subscription plan and wants to know what it means for their account. Customer: What does being on the legacy subscription plan mean for my account? Answer: Being on a legacy plan means that you're subscribed to an older LiveAgent pricing plan. Although not required, it is recommended to switch to a new plan, as legacy plans will not receive new feature updates. New plans offer additional features like WhatsApp integration and ...

How can I close my LiveAgent Trial account?

Customer context: The customer wants to close their LiveAgent Trial account before its expiration. Customer: How can I close my LiveAgent Trial account? Answer: You have two options: 1) Wait for the 14-day free trial period to end, at which point your account will be automatically suspended; or 2) Send an email to support@liveagent.com requesting the closure of your trial account.

Can I integrate my CRM with LiveAgent if it's not listed among the native integrations?

Customer context: The customer's CRM is not natively integrated with LiveAgent and they want to know if there's a way to integrate it. Customer: Can I integrate my CRM with LiveAgent if it's not listed among the native integrations? Answer: Yes, you can use the "Display external info in a ticket" feature to load data from an external server or application when an agent opens a ticket. Some development skills are needed to create the connection. The documentation can be found here: https://supp...

How can I reverse marking a ticket as spam?

Customer context: The customer accidentally marked an email ticket as spam and wants to reverse this action. Customer: I accidentally marked something as spam, how can I reverse this? Answer: To unmark a ticket as spam, simply click the crossed fire icon button labeled "not spam" in LiveAgent.

Is there a way to create a rule to send all phishing emails from specific address to spam?

Customer context: The customer is receiving multiple phishing emails from the same email address and wants to create a rule to send them to spam. Customer: Is there a way to create a rule to send all those phishing emails from that address to spam? Answer: Yes, you can create a rule in LiveAgent to filter those emails. Go to Configuration - Automation - Rules - Create, and set the rule to "Apply when" ticket created from email and if > And all these conditions are met > email from > c...

How can I get a LiveAgent demo?

Customer context: The customer is exploring the LiveAgent website and wants to learn more about the product through a demo. Customer: How can I get a LiveAgent demo? Answer: You can try the features yourself with a 14-day free trial at https://www.liveagent.com/trial. If you prefer a demo from a representative, sign up for a demo call at https://liveagent.com/demo.

Can I have the LiveAgent demo on a different platform like Google Meet or Microsoft Teams?

Customer context: The customer has booked a LiveAgent demo but cannot use Zoom and wants to know if they can use a different platform like Google Meet or Microsoft Teams. Customer: Can I have the LiveAgent demo on a different platform like Google Meet or Microsoft Teams instead of Zoom? Answer: Yes, you can request a demo on a different platform like Google Meet or Microsoft Teams. Please send your request to sales@liveagent.com. Our sales team will accommodate your preference and reach out to...

I cannot write my full company name in the account, what should I do?

Customer context: A customer is trying to create a free trial account for LiveAgent but is having trouble inputting their full company name. Customer: I cannot write my full company name in the account, what should I do? Answer: When creating a free trial account, the company name is used as a part of the domain name. You can use a shortened or abbreviated version of the company name, such as "coolcompanyname." Your account URL would then be coolcompanyname.ladesk.com.

Can you provide a link to LiveAgent's knowledgebase articles?

Customer context: The customer is looking for a link to access LiveAgent's knowledge base articles. Customer: Can you provide a link to access LiveAgent's knowledge base articles? Answer: Certainly! You can access our knowledge base by visiting support.liveagent.com (https://support.liveagent.com/).

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