Agent panel

Customer context: The customer is experiencing issues with their agent being logged out of the LiveAgent panel after being idle for 10-15 minutes. Customer: Where can I find the Timeout Configuration in LiveAgent settings? Answer: There isn't a specific Timeout Configuration setting within LiveAgent. Automatic logouts occur for various reasons, and the specific reason is presented when it happens. If the issue persists, consider contacting LiveAgent support at support.liveagent.com for further...

Customer context: Agents in different locations experience different times displayed on their panel, despite using a common system/database time. Customer: Why do each of my agents see different times in their panel? Answer: The system/database time doesn't change, but it is presented differently to each agent based on their timezone. This means that each agent sees the ticket "created" time in their specific timezone. However, the API always uses the server time.

Customer context: A customer wants to use their own domain for their LiveAgent account. Customer: Can I have my LiveAgent account on my own domain? Answer: Yes, you can park your LiveAgent account to your custom domain. You will need an SSL certificate for your domain and the ability to set up a CNAME record in your domain settings. For a detailed guide, visit https://support.liveagent.com/018505-LiveAgent-Domain-parking-guide.

Customer context: A customer wants to create additional roles for agents beyond the default Agent, Admin, and Owner roles. Customer: Can I create more roles with various permissions for agents other than Agent, Admin, and Owner roles? Answer: Yes, customers on the Large plan can create 3 custom roles, while those on the Enterprise plan can create 40 custom roles. Small and Medium plan customers cannot create additional custom roles. To create a custom role, go to Configuration > Custom agen...

Customer context: An agent is experiencing an error "There were errors, please check highlighted fields" when trying to save changes to their profile in LiveAgent. Customer: Why can't I save changes to my profile in LiveAgent? Answer: The error "There were errors, please check highlighted fields" usually occurs due to an empty mandatory field in one of the profile sections. Check all sections of your profile, especially the Calls section, and ensure that there are no empty mandatory fields. On...

Customer context: A user looking to modify the text direction in LiveAgent. Customer: How can I change the text direction in LiveAgent? Answer: To change the text direction in LiveAgent, go to Configuration > System > Languages. Then, click on the Edit button (Pencil icon) in the Actions column for the desired language. Navigate to the Language metadata tab and modify the settings as needed.

Customer context: A customer wants to change the date and time format displayed in their LiveAgent account. Customer: Can I change the date and time formats in LiveAgent? Answer: Yes, you can change the date and time formats in LiveAgent by navigating to Configuration > System > Languages, selecting the language you want to edit, and editing the language settings under the Language metadata tab. You can find a detailed guide on language metadata settings here: https://support.liveagent.c...

Customer context: The customer wants to change the language of their agent panel in LiveAgent. Customer: How can I change the language in my agent panel? Answer: To change your agent panel's language, edit your profile by clicking your avatar image in the top-right corner of the agent panel. Open the "Settings" section and choose your preferred language from the dropdown list. Save the changes and refresh your panel.

Customer context: The customer wants to know if there's a desktop application for LiveAgent. Customer: Is there a desktop app for LiveAgent? Answer: Although there is no dedicated desktop app for LiveAgent, you can create a desktop shortcut using Google Chrome to open the agent panel in a separate window. Follow these steps: Open the agent panel in Chrome, click the Google Chrome Control icon (three dots in the top-right corner) > More tools > Create shortcut > Enable the "Open as win...