General

Home > Frequently asked questions > General

Is LiveAgent down?

Customer context: Customer is interested to know status of LiveAgent services Customer: Is LiveAgent down? Answer: You can see the status of LiveAgent services on our status page: https://status.liveagent.com/

Can I pay a one-time fee to have permanent access to the WhatsApp integration?

Customer context: The customer wonders if there's a possibility of a one-time payment to access the WhatsApp integration permanently. Customer: Can I pay a one-time fee to have permanent access to the WhatsApp integration? Answer: Unfortunately, we do not offer such an option. The WhatsApp integration can only be accessed on the Large and Enterprise plans.

Where can I find the exact number of messages we receive from customers?

Customer context: The customer is a user of the LiveAgent helpdesk software and wants to evaluate customer communications data. Customer: Where can I find the exact number of messages we receive from customers? Answer: You can find the exact number of customers' incoming messages in your Performance report, specifically under the "Incoming messages" tab. This report includes messages received through every communication channel, like email, contact forms, social networks, and forum posts. For ...

How can I get the number of responses sent by our agents from LiveAgent?

Customer context: A customer is using LiveAgent helpdesk software and wants to know how to find out the number of individual responses sent out from the platform, excluding live chat, email notifications, or slack messages. Customer: How can I get the number of responses sent by our agents from LiveAgent? Answer: To get the number of responses sent by your agents from LiveAgent, visit the "Performance report" and find the "Answers" tab. This stat shows the number of individual messages sent ou...

Do you have any tutorial videos for LiveAgent?

Customer context: A customer is looking for ways to learn how to use LiveAgent and is particularly interested in video format instructions. Customer: Do you have any tutorial videos for LiveAgent? Answer: Yes, we do. We have a number of helpful tutorials on our YouTube channel: https://www.youtube.com/@Ladesk/videos.

How to forward an entire conversation in LiveAgent?

Customer context: The customer is a user of the LiveAgent help desk software and wants to know how to forward an entire conversation and not just the last message. Customer: How can I forward a whole conversation, not just the last message? Answer: You cannot forward an entire ticket containing all its messages. Only the last or selected message (and its quoted text, if applicable) can be forwarded. So, if you have the quotation set up properly, the whole ticket should be in quotes. Otherwise,...

Does LiveAgent provide an SDK or library for Progressive Web Application (PWA) integration?

Customer context: The customer is a developer looking to integrate LiveAgent into their Progressive Web Application (PWA), in order to streamline the help-desk process. Customer: Do you provide an SDK or library so that it can be integrated into a Progressive Web Application (PWA)? Answer: At present, LiveAgent does not provide any such SDK or library specifically designed for Progressive Web Application (PWA) integration. However, depending on your particular needs, our technicians may be abl...

How long does it take to set up the entire LiveAgent system?

Customer context: The customer is looking to implement LiveAgent into their business and wants to know how long the setup process will take. Customer: How long does it take to set up the entire LiveAgent system? Answer: The timeframe for setting up the LiveAgent system can vary, but typically it takes up to 1 day. If you are setting up a more complex system, it may take 2-3 days.

What is the usage of ticket participants in the ticket?

Customer context: The user works in the support department of an organization that uses LiveAgent. They use tickets to track and respond to customer inquiries and needs help understanding the function of ticket participants in their system. Customer: What is the usage of ticket participants in the ticket? Answer: The "Participants" tab in a ticket displays all individuals who have communicated within the particular ticket. However, this tab doesn't influence who the agent's reply will be sent ...

How can I get LiveAgent desktop and phone apps?

Customer context: The customer is a user of the LiveAgent helpdesk software and is inquiring about the availability of the software on different platforms. Customer: How can I get LiveAgent desktop and phone apps? Answer: Unfortunately, LiveAgent does not have a desktop app. However, there are native apps for iOS and Android. The iOS app can be found here (https://itunes.apple.com/us/app/live-agent/id661142245?mt=8) and the Android app can be found here (https://play.google.com/store/apps/deta...

Has the deletion of canned message any effect on related chats and tickets?

Customer context: The customer has been utilizing LiveAgent's canned messages feature and wants to delete certain canned messages but is concerned about the effect on related chats and tickets. Customer: If canned messages are deleted, will it also delete all the messages, threads, link or ticket previously associated to it? Answer: No, anything else where the canned message was used won't be deleted, just the canned message itself from the list of canned messages. They are not tied to anythin...

Where I could find deleted canned messages in LiveAgent?

Customer context: The customer has deleted some canned messages from their LiveAgent account by mistake and is trying to recover them. Customer: Where I could find deleted canned messages in LiveAgent? Answer: Deleted canned messages are not available. Once they are deleted, they are erased from the database and are permanently gone.

Is it necessary to add the chat button script manually to our Shopify store or do you have a plugin for it?

Customer context: The customer is using a Shopify store and wants to know whether they need to add the chat button script manually or if there's a plugin for it. Customer: Is it necessary to add the chat button script manually to our Shopify store or do you have a plugin for it? Answer: We've got a Shopify plugin so no coding skills are necessary. All the details can be found here: https://support.liveagent.com/781570-Shopify-chat-button-integration

Our one agent is not getting notifications of any chat, what we should do as a first step? 

Customer context: The customer is having trouble with one of their agents not getting notifications of any chat. Customer: Our one agent is not getting notifications of any chat, what we should do as a first step? Answer: The first thing to check is to make sure that the agent is a member of the department that the chat button belongs to.

What is the difference between purged and deleted tickets?

Customer context: The customer wants to understand the difference between purged and deleted tickets Customer: What is the difference between purged and deleted tickets? Answer: The deleted tickets can still be found in your LiveAgent with the status 'Deleted', but purged tickets are completely removed from your system and cannot be recovered.

Where to find the deleted tickets?

Customer context: The customer wants to know where to find the deleted tickets Customer: Where to find the deleted tickets? Answer: In your LiveAgent account, go to the Tickets section. There, select CUSTOM FILTER and check the checkbox that corresponds to the Deleted ticket status. Confirm it by clicking the APPLY button.

When a customer calls in, it shows their phone number. Is there a way I can get it to show the caller's name?

Customer context: The customer wants to know how to display the caller's name in the ticket when a customer calls in. Customer: When a customer calls in, it shows their phone number. Is there a way I can get it to show the caller's name? Answer: The caller's name is available if the caller's contact information, such as the First name and Last name, is already available in the LiveAgent system.

Is it possible to embed the customer portal in our WordPress website somehow?

Customer context: The customer wants to know if it is possible to embed the customer portal in their WordPress website Customer: Is it possible to embed the customer portal in our WordPress website somehow? Answer: Yes, it is possible. In the Agent panel, go to Configuration > Security > Settings and find "Allow KB in iframe". This setting allows you to use your LiveAgent customer portal/knowledgebase in an iframe. This option is off by default, so it needs to be manually enabled. For te...

What is an incoming email account and an outgoing email account?

Customer context: The customer wants to understand what incoming and outgoing email accounts are. Customer: What is an incoming email account and an outgoing email account? Answer: An incoming email account is used for receiving emails, while an outgoing email account is used for sending emails.

Do we have any options to change the chat ringtone?

Customer context: The customer wants to know if she can change the chat ringtone Customer: Do we have any options to change the chat ringtone? Answer: Yes, you can check the following guideline that explains how to change it - https://support.liveagent.com/898950-Sounds-configuration

Can I set up the chat routing on the department or only on the agent level?

Customer context: The customer wants to know where to set up chat routing. Customer: Can I set up the chat routing on the department or only on the agent level? Answer: You can set it up only per agent. It can be configured in Configuration > Chats > Chat settings.

Can we have an IP restriction for accessing the agent's panel? 

Customer context: The customer wants to know about IP restriction on agent Customer: Can we have an IP restriction for accessing the agent's panel? Answer: Yes, it's possible to set in Configuration->Security->Settings->General->click on Change button->Agent panel access->whitelist IP addresses

Hi, what does this mean - System reopened ticket because an answer was not delivered?

Customer context: A customer is confused about the message they received indicating that a system reopened their ticket because an answer was not delivered. Customer: Hi, what does this mean - System reopened ticket because an answer was not delivered? Answer: The mentioned message means that the email that was sent to the customer was not delivered due to some unspecified issue. Feel free to contact our support team if you'd want us to investigate it further.

Does the system supports copy-pasting of images without the need to save an image to a file?

Customer context: The customer is inquiring about the functionality of the web chat widget with regard to image copying and pasting. Customer: Does the system supports copy-pasting of images without the need to save an image to a file? Answer: Yes, it's possible to just paste an image, though it will be uploaded as an attachment automatically.

What type of users are available in your system and which one has billing access?

Customer context: The customer is asking about the types of users available in the system and who can access the billing information. Customer: What type of users are available in your system and which one has billing access? Answer: Owner/Admin/Agent are the types of users available and we also have a custom agent role. For billing access, only the owner can have this.

Can we manage all the incoming emails for a particular email address within your system?

Customer context: The customer seeks to understand how email management works within the LiveAgent system. Customer: Can we manage all the incoming emails for a particular email address within your system? Answer: Yes, you connect your own email address to the system and then every incoming email from your clients will be fetched into our system.

Can we run LiveAgent for two separately branded businesses?

Customer context: The customer is interested in using LiveAgent for two separate brands and wants to understand the feasibility of it. Customer: Can we run LiveAgent for two separately branded businesses? Answer: Yes, you can connect different email addresses, chat widgets, phone numbers, etc., and connect them to separate departments. You can adjust the branding for the email templates depending on the department/brand and you can add agents only to the departments that they should be a membe...

Can I transfer the ownership of the account to a different person?

Customer context: The customer wants to know if they can transfer the ownership of the account to a different person. Customer: Can I transfer the ownership of the account to a different person? Answer: Yes, you can. Here is a guide on how to change the owner of a LiveAgent account: How to change an owner of LiveAgent account (https://support.liveagent.com/242458-How-to-change-an-owner-of-LiveAgent-account).

Is it possible to find and download statistics in LiveAgent about the time of the most frequent chats?

Customer context: The customer wants to download statistics about the most frequent chat times (daytime or night) over the last six months from LiveAgent. Customer: Is it possible to find and download statistics in LiveAgent about the time of the most frequent chats? Answer: I assume that the Chat load report within the Reports > Chats section will be useful in this case. You'll be able to see the average number of chats, slots, and queue per day or per hour (within the table at the bottom)...

Is it possible to somehow see how many chats the agent missed?

Customer context: The customer is aware of the "missed chat sessions" feature but doesn't know how many chats the agent missed. Customer: Is it possible to somehow see how many chats the agent missed? Answer: In this case, you can navigate to the Reports > Agents report and check the "missed chats" column, so you'll be able to see the number of chats that were missed by each agent.

Is it possible to set in Live Agent that when you remove tickets/emails in LiveAgent, the emails are also removed in the connected Incoming email account (mailbox)?

Customer context: A customer wants to know if tickets/emails removed in LiveAgent are also removed from the mailbox. Customer: Is it possible to set in Live Agent that when you remove tickets/emails in LiveAgent, the emails are also removed in the connected Incoming email account (mailbox)? Answer: LiveAgent doesn't remove emails in your mailbox. If you remove an email in LiveAgent, it doesn't affect your mailbox in any way.

Is the owner an agent too? I thought you had an account and the agents.

Customer context: The customer is curious about who is considered an agent within the software, specifically inquiring about the position of the account owner. Customer: Is the owner an agent too? I thought you had an account and the agents. Answer: Everybody in your account (every access) is called an agent, in general. Agents with different roles. More about the roles can be found here: https://support.liveagent.com/228575-Agent-roles

Does your software give the option to check customers' demographics and current behavior on the website?

Customer context: Customer is curious about the features of our software and wants to know if it provides information about customers' demographics and their behavior on the website. Customer: Does your software give the option to check customers' demographics and current behavior on the website? Answer: You have the option to see active customers on the website, and send chat invitations (https://support.liveagent.com/788093-Proactive-chat-invitations?r=1) to them. You can also see which page...

How do I know it's the visitor I keep chatting with is the same as I had chatted before?

Customer context: The customer wants to know how to recognize the same visitor in separate chat sessions. Customer: How do I know it's the visitor I keep chatting with is the same as I had chatted before? Answer: Based on the user's contact information, which is the email address (phone number is also a unique visitor's identifier). If a visitor's email address is not available, based on the IP address, you can expect it's the same visitor.

How long can I keep a conversation with a user?

Customer context: The customer is interested in team needs and wants to know about the duration of a conversation with a user. Customer: How long can I keep a conversation with a user? Answer: The conversation stays active until you or the customer close the chat.

I have placed the chat button integration code on a website. The button is active but not visible on the website. What to do?

Customer context: A customer has integrated a live chat code into their website. However, the button is active but not visible on the site. Customer: I have placed the chat button integration code on a website. The button is active but not visible on the website. What to do? Answer: Feel free to follow the instructions for a successful chat button integration here: Creating chat buttons (https://support.liveagent.com/373207-Creating-chat-buttons). And if during this process you face any issues...

Why is my contact widget (chat button, contact form, call button) not displayed after adding the code to the website?

Customer context: A customer has added the LiveAgent contact widget code to their website, but the widget is not displaying. Customer: Why is my contact widget not displayed after adding the code to the website? Answer: It is possible that the code was added to the wrong part of your website. We recommend placing our codes before the </body> tag of your website or into the <footer>. Make sure to double-check if the code has been added in the right place.

Can I use the LiveAgent application with an iPad or any other tablet?

Customer context: The customer is looking for information on whether LiveAgent can be used on an iPad or other tablets. Customer: Can I use the LiveAgent app with an iPad or any other tablet? Answer: Yes, the LiveAgent agent panel is optimized for smaller devices, including iPads and other tablets. We recommend forcing the desktop mode and lowering the browser zoom for the best experience.

Can customers use WooCommerce to raise tickets in LiveAgent?

Customer context: Customer using WooCommerce and looking to integrate LiveAgent for ticket management. Customer: Can customers use WooCommerce to raise tickets in LiveAgent? Answer: Yes, you can integrate a contact form on your WooCommerce site (either as a button or in-page form). When clients fill out and submit the form, you will receive it as a ticket in LiveAgent.

How can I change the notification sound when a new message comes in?

Customer context: A customer wants to change the notification sound in LiveAgent when a new message arrives. Customer: How can I change the notification sound when a new message comes in? Answer: To change notification sounds in LiveAgent, first, navigate to the Sounds configuration page in the app settings. Once there, you can activate the feature and manage your notification sounds. Detailed instructions can be found at https://support.liveagent.com/898950-Sounds-configuration.

I see "Certificate chain is incomplete" error message when trying to apply the SSL certificate, what should I do?

Customer context: The customer encounters a "Certificate chain is incomplete" error message while trying to apply an SSL certificate to their LiveAgent account. Customer: I see "Certificate chain is incomplete" error message when trying to apply the SSL certificate, what should I do? Answer: The "Certificate chain is incomplete" error means your certificate is missing intermediate and/or root certificates. Open your certificates with a text editor, then copy and paste the content of each certi...

How can I change the size of the window with tags list?

Customer context: The customer wants to adjust the size of the window that displays a list of tags in LiveAgent. Customer: How can I change the size of the window with tags list? Answer: To change the size of the tags list window in LiveAgent, hover your mouse cursor over the bottom right corner of the window. When the cursor changes into a line with arrows, click and drag to resize the window as needed.

I have encountered "Something went wrong" error message, what should I do?

Customer context: The customer has encountered a generic "Something went wrong" error message while using LiveAgent and seeks help for troubleshooting. Customer: I have encountered "Something went wrong" error message, what should I do? Answer: In case you see "Something went wrong" error message, please provide specific information about the situation, including any relevant ticket IDs and screenshots. Our support team will address your request and resolve the issue as soon as possible. You c...

What reports and analytics do I have access to in LiveAgent?

Customer context: A user wants to know about the reports and analytics available within LiveAgent. Customer: What reports and analytics do I have access to in LiveAgent? Answer: LiveAgent offers various reports, including analysis overview, performance report, agent report, department report, tag report, time report, and audit log. All these reports can be exported to CSV files. For more information, visit https://support.liveagent.com/625271-Filters--Reports

Can I disable the internal chat in LiveAgent?

Customer context: A user of LiveAgent looking to change the availability of internal chats for their team members. Customer: Can I disable the internal chat in LiveAgent? Answer: No, it is not possible to disable internal chats in LiveAgent. Internal chats are an essential part of the software and cannot be turned off.

Can I set up Service Level Agreements (SLA) in LiveAgent?

Customer context: The customer is using LiveAgent helpdesk software and wants to set up Service Level Agreements (SLAs). Customer: Can I set up Service Level Agreements (SLA) in LiveAgent? Answer: Yes, you can set up SLAs in LiveAgent. To do this, navigate to Configuration > Automation > SLA > Create. For more information on setting up SLA rules, visit https://support.liveagent.com/304582-Service-Level-Agreement-SLA

Can I import our customers' tickets from Intercom to LiveAgent?

Customer context: The customer is currently using Intercom and wants to import their customers' tickets to LiveAgent. Customer: Can I import our customers' tickets from Intercom to LiveAgent? Answer: Yes, you can import your customers' tickets from Intercom to LiveAgent using a plugin. To do this, go to Configuration > System > Plugins and find the Intercom migration plugin. The plugin will migrate tags, contacts, and tickets.

Is it possible to become a LiveAgent reseller?

Customer context: A customer is interested in becoming a LiveAgent reseller but is not familiar with the requirements and benefits. Customer: Is it possible to become a LiveAgent reseller? Answer: Yes, you can become a LiveAgent reseller if you commit to a minimum of 10,000 USD worth of sales every month. In return, you'll receive a 30% reseller discount, custom domain, reseller API, usage overviews, and premium support. If these conditions are hard to meet, consider joining the affiliate prog...

Are the tags predefined or can I customize them?

Customer context: A customer wants to know if they can customize tags based on their business needs within LiveAgent. Customer: Are the tags predefined or can I customize them? Answer: You can fully customize the tags based on your business use case. Also, you are able to decide which ones are public and which are only visible to your agents. You can customize them by navigating to Configuration --> Automation --> Tags. For more information regarding tags you can check our tutorial here:...

Can I add custom avatars for my agents?

Customer context: A customer wants to add custom avatars for their agents in LiveAgent. Customer: Can I add custom avatars for my agents? Answer: Yes, you are able to add any custom avatars for your agents. The agents can also add avatars individually by clicking on their profile photo in the top right corner of their LiveAgent panel and navigating to Edit profile > - they can change their avatars in "personal details" under the "photo" field.

Can I reactivate my AppSumo account even if it was terminated?

Customer context: A customer wants to reactivate their terminated AppSumo account with a lifetime license. Customer: Can I reactivate my AppSumo account even if it was terminated? Answer: The account will not be reinitiated in its previous state. However, given your lifetime license, a new account can be set up for you. If you wish to proceed with the account creation, we request the following information: your full name, AppSumo code, account name, and your work location (to ensure correct da...

Can I use LiveAgent for task management?

Customer context: The customer wants to know if they can use LiveAgent for task management. Customer: Can I use LiveAgent for task management? Answer: The answer to this question depends on the specific manner in which you intend to utilize LiveAgent. LiveAgent is primarily a help desk ticketing solution, but its features can assist with task management. You can assign tickets to agents or transfer them to specific departments for better organization and processing.

Can I book a demo during the weekend?

Customer context: The customer is interested in booking a demo during the weekend. Customer: Can I book a demo during the weekend? Answer: Unfortunately, booking a demo during the weekend is not possible. Phone consultations and demo sessions are available only on weekdays (Monday to Friday) from 7 AM to 10 PM CET. We aim to assist and showcase our offerings within these working hours.

How does LiveAgent differ from its competitors?

Customer context: The customer is curious about how LiveAgent differs from its competitors. Customer: How does LiveAgent differ from its competitors? Answer: LiveAgent stands out from competitors due to its exceptional customer service. Technical support is available 24/7 via email, social media, and chat regardless of whether you're an existing customer or just exploring options. The support team's responsiveness and care are consistent both for paying customers and those seeking a potential ...

What does the to-solve option do?

Customer context: The customer is asking about the to-solve option in LiveAgent. Customer: What does the to-solve option do? Answer: The to-solve function routes tickets based on how long they have been unanswered and the created SLA levels applied to the tickets. This prioritizes tickets from customers waiting for the longest or with urgent issues. You can edit the To-solve algorithm in Configuration > System > General. Find more information at: https://support.liveagent.com/222049-To-s...

Is there a sandbox environment available for testing?

Customer context: A customer wants to test LiveAgent features before implementing them. Customer: Is there a sandbox environment available for testing? Answer: No, LiveAgent does not offer a sandbox environment. You can use the preview and test section to test new widgets before integrating them into your website. Alternatively, you can set up a new free trial for testing purposes.

Can I mention @ agents in a ticket?

Customer context: A customer wants to know if they can '@' mention agents within a ticket in LiveAgent. Customer: Can I mention @ agents in a ticket? Answer: No, LiveAgent does not offer this functionality. You can either assign the ticket to another agent directly or you can copy the ticket ID and send it to your colleague in the internal chat.

How can I remove the LiveAgent branding from the widgets?

Customer context: A customer wants to remove the LiveAgent branding from their widgets. Customer: How can I remove the LiveAgent branding from the widgets? Answer: To remove the LiveAgent branding watermark from widgets, you need the Branding free feature, which can be purchased as an addon for the Medium and Large plans for $19/account/month or is included in the Enterprise plan.

Can I view WooCommerce orders in the LiveAgent panel?

Customer context: The customer uses WooCommerce for their online store and wants to know if they can view their orders within the LiveAgent panel. Customer: Can I view WooCommerce orders in the LiveAgent panel? Answer: Yes, you can view WooCommerce orders in the LiveAgent panel using the WooCommerce integration. Please follow the setup instructions here: https://www.liveagent.com/integrations/woocommerce/

Can I see orders from Shopify in LiveAgent panel?

Customer context: The customer is using the LiveAgent helpdesk software and wants to know if they can view orders from their Shopify store within the LiveAgent panel. Customer: Can I see orders from Shopify in LiveAgent panel? Answer: Yes, you can use our Shopify integration for that. For more information about the set up, please refer to this article: https://support.liveagent.com/677763-Shopify-integration

How do I create new tags in LiveAgent?

Customer context: The customer has been using LiveAgent and wants to create new tags for better organization. Customer: How do I create new tags in LiveAgent? Answer: To create new tags, go to Configuration > Automation > Tags in your LiveAgent dashboard. You need to have admin or owner rights to add new tags. You can also learn more about tags by visiting this support article: https://support.liveagent.com/313380-Tags.

How can I use the "LiveAgent Web Contact Cards" extension?

Customer context: A customer has recently installed the "LiveAgent Web Contact Cards" browser extension and wants to use its functionality. Customer: How can I use the "LiveAgent Web Contact Cards" browser extension? Answer: After you install the extension in your browser, paste your LiveAgent URL into the configuration window. Then, hover over mailto: and tel: links to see a small pop-up card loaded with information fetched from LiveAgent. You can configure the email browser extension to disp...

Why does the map in Chat overview show "Oops! Something went wrong. This page didn't load Google Maps correctly"?

Customer context: A customer is experiencing an issue with the map feature in the Chat Overview, displaying an error message about incorrect Google Maps loading. Customer: Why does the map in Chat overview show "Oops! Something went wrong. This page didn't load Google Maps correctly?" Answer: This issue occurs because your Google API key is restricted, and your LiveAgent domain is not allowed to use the key. To fix this, open your Google Cloud Platform Console, and navigate to APIs & Services ...

Why does the map in chat overview shows an error "This page can't load Google Maps correctly"?

Customer context: A customer using the LiveAgent GeoIP plugin has encountered an error in the map in Chat overview. Customer: Why does the map in chat overview shows an error "This page can't load Google Maps correctly"? Answer: Google requires billing to be enabled for the project associated with the API key. To fix the error, go to your Google Cloud Platform Console, head to the Billing section, and click "Link Billing Account." Enter your personal or company information and card details. Fo...

Why are the recipients in ticket the same after I changed the ticket owner?

Customer context: A customer has changed the owner of a ticket but noticed that the recipients are still the same. Customer: Why are the recipients in ticket the same after I changed the ticket owner? Answer: In LiveAgent, replies to emails/tickets are always sent to the participants of the last customer's message, regardless of the ticket owner change. The recipients are populated from the headers of the source of the last customer's email message, and this can include the customer and/or all...

Can I get extra time for setting up the system and testing?

Customer context: The customer has been using the free trial of LiveAgent and wants more time to evaluate its features. Customer: Can I get extra time for setting up the system and testing? Answer: If you need more time for set up and testing, we can extend your free trial.

How long is the free LiveAgent trial?

Customer context: A potential customer is interested in trying LiveAgent and wants to know the duration of the free trial period. Customer: How long is the free LiveAgent trial? Answer: The free LiveAgent trial lasts for 14 days.

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.

Can I access WhatsApp on the Appsumo plan?

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? Answer: Unfortunately, WhatsApp is not available on the Appsumo plan. It can only be accessed on the Large and Enterprise plans.

Can I 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 I 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.

Can I integrate LiveAgent with Skype?

Customer context: The customer is looking for chat software integration, specifically with Skype. Customer: Can I integrate LiveAgent 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. By connecting your LiveAgent account with your BigCommerce shop, you can help your agents to access information about customer's orders. 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: No, there is not a minimum number of agents for the Enterprise plan in LiveAgent. Though there are some benefits to accounts with 10+ agents. You can learn more about them here: https://www.liveagent.com/pricing/enterprise/

How can I display customer orders from my external e-commerce tool in LiveAgent if our e-commerce is an unsupported platform?

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 if our e-commerce is an unsupported platform? Answer: If LiveAgent does not provide a built-in integration plugin for your e-commerce tool you can still use the "Display external info in ticket" plugin to build the connection. Activate and configure the plugin by navigating to your LiveAgent ad...

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: There is no action needed. Your trial will automatically expire 14 days after it is created. If you have a specific reason why you need the trial account to be closed sooner, please request the account closure via email to support@qualityunit.com (mailto:support@qualityunit.com)

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...

I accidentally marked something as spam, how can I reverse this?

Customer context: A customer has accidentally marked a ticket as spam and wants to reverse this action. Customer: I accidentally marked something as spam, how can I reverse this? Answer: To reverse marking ticket as a spam, open the spam ticket and look for the "Not Spam" button (the crossed fire icon) at the bottom right of your screen. Click the button to undo the spam marking.

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: Feel free to sign up for a demo call at https://liveagent.com/demo. If you prefer to test the software first, you can try the features yourself with a 14-day free trial at https://www.liveagent.com/trial.

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/).

AI

Agent panel

Tickets management

Calls

Chats

Contacts

Customer portal

Departments

Emails

Integrations

Social networks

Design

Languages

Limits

API

Subcategories

×