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Is there a way to manually reset my password if I'm not receiving the email?

Customer context: Customer has not received a password reset email and want to know if there is other manual option for password reset Customer: Is there a way to manually reset my password if I'm not receiving the email? Answer: Not directly, our password reset is done via email. Please check the spam folder first. Other option would be to contact colleague with admin role privileges to verify if the email was sent from your LiveAgent account by going to Configuration > Tools > Mail out...

Can I increase the inactivity time before LiveAgent disconnects an agent?

Customer context: The customer is an administrator for LiveAgent software who wants to adjust settings related to agent's inactivity periods. Customer: Can I increase the inactivity time before LiveAgent disconnects an agent? Answer: Basically, there's no such inactivity setting in LiveAgent in general. Agents will remain connected as long as they have a stable network connection and do not log into their account from another device, browser, or browser tab.

How can I set up two-factor authentication for a new agent?

Customer context: The customer is an administrator trying to secure their helpdesk by implementing two-factor authentication for agent accounts. Customer: How can I set up two-factor authentication for a new agent? Answer: It is not possible for an administrator to activate two-factor authentication for other agents, administrators can only disable two-factor authentication for other agents in case of login issues. The agent must activate this setting in their profile individually.

How can I export all predefined answers from LiveAgent?

Customer context: The customer is using LiveAgent’s predefined answers feature and now requires to export these messages for an internal audit. Customer: How can I export all predefined answers from LiveAgent? Answer: Predefined answers can't be directly exported from the panel. However, they can be retrieved via API v3 GET /predefined_answers. For more detailed information, visit our API section in the knowledge base at support.liveagent.com/911737-API-v3 (https://support.liveagent.com/911737...

How can I export all canned messages from LiveAgent?

Customer context: The customer is using LiveAgent’s canned messages feature for frequent responses and now requires to export these messages for an internal audit. Customer: How can I export all canned messages from LiveAgent? Answer: Canned messages can't be directly exported from the panel. However, they can be retrieved via API v3 GET /canned_messages. For more detailed information, visit our API section in the knowledge base at support.liveagent.com/911737-API-v3 (https://support.liveagent...

Can I see which agent is deleting canned messages?

Customer context: The customer has administrative permissions and is concerned about tracking activities within the LiveAgent platform, particularly if agents are deleting canned messages. Customer: Can I see which agent is deleting canned messages? Answer: Yes, you can view this information in the Audit log if you have access to it. The Audit log can be found in Configuration > Tools. If the Audit log is not visible in your LiveAgent account, it might not be activated in Configuration >...

Can I see which agent is deleting predefined answers?

Customer context: The customer has administrative permissions and is concerned about tracking activities within the LiveAgent platform, particularly if agents are deleting predefined answers. Customer: Can I see which agent is deleting predefined answers? Answer: Yes, you can view this information in the Audit log if you have access to it. The Audit log can be found in Configuration > Tools. If the Audit log is not visible in your LiveAgent account, it might not be activated in Configuratio...

How can I check if the Agent was working from PC or phone?

Customer context: The customer is a manager who wants to track and make sure his agents are using the appropriate tools for handling customer service. They want to check the devices used by their agents for work. Customer: How can I check if the Agent was working from PC or phone? Answer: You can identify the device used by an agent through their profile. Open the agent's profile, navigate to the Performance report, and select the required day to display records. If the agent logged in via a b...

How can I create filters for my agents?

Customer context: A customer who is an owner of a LiveAgent account wants to know how to create filters for their agents. Customer: How can I create filters for my agents? Answer: As an owner, you can create global ticket filters in Configuration -> System -> Ticket filters. These filters provide default ticket views for all or specific agents/departments. For more details, visit: LiveAgent Filters (https://www.liveagent.com/features/filters/) and Global Ticket Filter (https://support.li...

How do I change the LiveAgent logo?

Customer context: A customer who wants to replace the default LiveAgent logo with their company logo. Customer: How do I change the LiveAgent logo? Answer: To change the LiveAgent logo, you need to subscribe to a paid plan and activate the "Branding Free" feature under "Additional addons" in the "My Account" section. Then, go to Configuration > System > General and replace the Default logo or Default small logo with your company logo. More information about the logo change can be found a...

How can I change the password of my LiveAgent account?

Customer context: A new user has signed up for a trial and wants to change their default password. Customer: How can I change the password of my LiveAgent account? Answer: To change your password, click on your avatar icon in the top right corner of your agent panel > Edit profile > Personal details > click on the Change password button.

How can I start using my trial account of LiveAgent?

Customer context: A new user who has recently signed up for a trial account of LiveAgent. Customer: How can I start using my trial account of LiveAgent? Answer: To get started with your trial account, please visit our Getting Started article at https://support.liveagent.com/032920-LiveAgent-Getting-Started-Tour. This guide will help you set up your account and start using LiveAgent.

Can I change the domain of my account?

Customer context: A customer wants to know how to change the domain name associated with their LiveAgent account. Customer: Can I change the domain of my account? Answer: Yes, you can change the domain name associated with your LiveAgent account. To do this, you'll need to send a request from the email address that's registered as the owner of the account. Our developers will then make the change for you. Please note that if you change your domain name, you will need to update any codes or int...

Can I remove the IP restriction from my LiveAgent account since my IP has changed?

Customer context: The customer has set an IP whitelist for their LiveAgent account but can't log in because their IP has changed. Customer: Can I remove the IP restriction from my LiveAgent account since my IP has changed? Answer: If you have multiple agents in your account, an admin or owner can change the IP for you in Configuration > Security > Settings. If you're the only agent seat, contact LiveAgent support from your registered email address to confirm that you want to remove the I...

Why can't I configure our company´s LiveAgent account?

Customer context: A customer is having trouble configuring their LiveAgent account. Customer: Why can't I configure our company´s LiveAgent account? Answer: One of the reasons might be the type of role assigned to you in the system. There are 3 roles: owners, admins, and agents. Owners and admins have direct access to configure the settings of your account. However, if you just have agent permissions (without modification of the option custom roles), you won't be able to configure the system s...

My agent hasn't received the password reset email, what should I do?

Customer context: The customer's agent has not received a password reset email and needs assistance. Customer: My agent hasn't received the password reset email, what should I do? Answer: Have the agent check their spam folder first. Then, verify if the email was sent from your LiveAgent account by going to Configuration > Tools > Mail outbox. If you see the password reset email there, you can share the link directly with the agent.

Where can I find the Timeout Configuration in LiveAgent settings?

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. The most common occurrence is because the agents' browser had put the LiveAgent tab "to sleep" af...

Why do each of my agents see different times in their panel?

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 that is populated from agent's PC time zone. However, the API always uses th...

Can I have my LiveAgent account on my own domain?

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.

Can I create more roles with various permissions for agents other than Agent, Admin, and Owner roles?

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...

Why can't I save changes to my profile in LiveAgent?

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...

How can I change the text direction in LiveAgent?

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.

Can I change the date and time formats in LiveAgent?

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...

How can I change the language in my agent panel?

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.

Is there a desktop app for LiveAgent?

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...
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