Templates

General template customization

In LiveAgent you can configure Email templates (https://www.liveagent.com/features/email-templates/) for your Customers and Agents. All the email templates sent from your LiveAgent (https://www.liveagent.com/features/) can be formatted as HTML or plain text emails. By using the implemented WYSIWYG editor, you can easily edit and style content of your email templates. Email templates Video Setup If you prefer video instructions over text, watch the video below: Email templates Setup Na...

HTML Signature for agents

Make sure that you are editing the templateĀ“s source in HTML. Agent's photo in the signature The easiest solution on how to add Agent's photo into the signature part of the ticket is to use variable {$agentAvatarUrl} in Configuration --> Email --> Customer Templates --> choose the template. If you will add only the variable {$agentAvatarUrl}, this will return just the URL address. Therefore, please use the variable together with the HTML code for embedding an image, as shown in the...

Dynamic multi-language signature

With LiveAgent you have the ability to define an advanced agent signature that is dynamically adjusted based on your requirements and ticket context, which increases overall customer experience. This brief guide shows you, how to create a dynamic multi-language signature in 3 steps, however, you can create any advanced signature based on the logic described below. 1. Create a custom contact field First of all, you have to define a variable that will be used by the system to decide which lan...

Working with time and date in email templates

Sometimes you might want to send to customer in an email also current time and date. The time and date is the server time and date which in LiveAgent application is set to Mountain Standard Time, specifically America/Phoenix timezone. This article shows you how you can display the time/date for a different than server timezone or how you can display it in different format than the default. This applies to email templates which you can customize under Configuration->Email (customer and ...

Date format in email templates

There are 2 options how to include the date in e-mail templates: 1. Use $date variable - this variable will be replaced by date in the application default format based on application default language. For example: Chat transcript from: {$date} 2. Use $timestamp variable and format it using Smarty date formatting. For example: Chat transcript from: {$timestamp|date_format:"%Y/%m/%d"} More info about Smarty date formatting here: https://www.smarty.net/docsv2/en/language.modifier.date.format.t...

Email automation with followups example

In order to setup automatic followups (https://www.liveagent.com/blog/email-automation-with-liveagent/) : Step 1: Navigate to Configuration>Automation>Tags>Create tags (one tag for each followup message) Example: 1. Auto-followup, 2. Auto-followup (two followup messages) Step 2: Navigate to Configuration>Automation>Rules>Create rule that will apply when ticket status is changed, old status is answered, new status is open and ticket tags contain the first tag you created (1....