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Full Feature Specifications

Communication channels

Feature Description
Email Connect as many support domains as you wish. LiveAgent can support unlimited number of websites. All emails sent to LiveAgent become tickets. You can customize the the sender field as well as the whole email template.
Live chat Support customers in real-time with LiveAgent's built-in online chat. No external applications needed, it's all there. Proactively start chat sessions with hesitating customers by chat invitations. Be more effective and sell more.
Phone Setup your Twillio phone number and connect it to LiveAgent. Customers will be able to call you directly by calling your number or by pressing a call button on your website.
Facebook Manage an unlimited number of profiles and wall pages. Define access to your Facebook pages via LiveAgent and restrict your agents from page administration on Facebook. All private messages, wall posts will become tickets
Twitter Monitor all tweets matching your filters and turn them into tickets. Let your agents answer or retweet them directly from your help desk. Backup your Twitter communication in tickets. Easily categorize, add tags and search all tweets related to your company. Manage access to your Twitter accounts, restrict your employees from changing your Twitter account settings.
Support portal Reduce your customer support costs and workload, improve your overal customer satisfaction by leveraging the power of a Knowledge Base, your customer support self-service. Let your customers find answers to their problems even when your support is offline or overloaded with other issues.

Ticket management

Feature Description
Universal inbox View and answer to every ticket from LiveAgent’s universal inbox. It’s like a smarter version of your email inbox. Emails, chats, calls, Facebook & Twitter tickets, forum posts, sugggestions.. It's all there, accessible and managable from one place.
Ticketing We call a "ticket" a communication between the customer and your support staff. A ticket contains the complete stream of chat messages, emails, phone calls or messages from other communication channels about the same incident or issue reported by a customer. Each ticket has a unique reference number, which will help you quickly to locate, add to or communicate the status of the user's issue or request. LiveAgent will automatically sort your company communication into tickets. You will easily find and review the history of every communication between you and your customer any time in the future.
Hybrid ticket stream Tickets look the same regardless of the communication channel, i.e. Chat, E-mail, Voice, Feedback Forms, Twitter, Facebook messages and others. Follow your customer through different channels but always stay in the same hybrid ticket. Have all the important information about your customer and his issue available.
Automated ticket distribution Define how many tickets, chats and phone calls your agents handle. Some can manage more, some manage less. The automated ticket distribution system makes sure your agents always have their optimal load. Automatically rotate phone duty, set pause times for your agents and let them rest when needed. Our automated ticket distribution is one of a kind.
Rules Rules allow you to automatically assign a ticket, at any stage in life, to the individual support agent or whole department needed to fulfill the service. Easy to configure cascading rules use criteria defined as granular or general depending on your needs. These requirement criteria may be based on virtually any ticket parameter or event. Rule evaluation can be triggered by events in the ticket’s lifecycle or by time based conditions.
Responsibility Easily manage ticket responsibilities. Change the ownership of a ticket to a different department or even an individual agent. Always know who is responsible for solving each ticket. Never hear that "I didn't know it was my responsibility" again.
Departments Distribute tickets and support agents into departments. Define filters and transfer rules so that your tickets will always land in the right hands. Specify different signatures, phone and chat answering rules for different departments. Instantly see how many new, open and resolved tickets are in your departments.
Filters & Tags Customer queries are not all the same. You solve a vast variety of problems, questions, and issues every single day. Add tags and setup filters on your tickets in order to get a better grasp on various support topics. Or use tags to differentiate important customers. Even add tags to existing tickets in order to sort and filter through your tickets easily.
Service-level agreement (SLA) Easily define unlimited number of SLAs and let the automatic rules assign them to right tickets. LiveAgent will make sure, that tickets, phone calls and chats will be assigned to your agents in the right order to fulfill your service level agreements with your customers.
Business hours Does your help desk operate on 24x7x365, or does it work the more traditional 9am to 5pm Monday to Friday? Or do you have combination of departments working 24/7 and some on standard office hours? If some of your departments operate just on standard office hours of Monday to Friday, then no doubt you want your tickets to be aged and process accordingly. With Live Agent is easy to define for each of your service level agreements custom business hours.
SPAM filters Save the time of your support agents and fight against spam with automatic spam filtering in your help desk. LiveAgent implements a naive Bayesian spam filter, which learns from a set of emails you've marked as spam and automatically marks similar messages sent by spammer as spam. It needs to be trained on at least a few dozen emails before the filtering starts to become reliable, but then it does the job with high accuracy.
Ticket/Customer insights (CRM) See who you're communicating with. Add fields for each contact to store custom data. Add notes, see their previous tickets, integrate plugins. With LiveAgent Helpdesk Software you will always be prepared. Know your customers better and increse the quality of your Helpdesk.
Canned messages (Macros) Canned messages allow you to speed up your response by using a predefined sequence of text. Simply hit CTRL+Space or click the canned message icon and select from your predefined messages.
Custom ticket fields Want to store additional information about specific tickets or recipients? No problems, LiveAgent allow you to create unlimited custom fields for tickets and recipients.
Attachments Drag&Drop files to your tickets or easily attach files to internal chats.
Agent collision detection Prevent multiple agents working on a same ticket. LiveAgents shows who's viewing a ticket and who's answering it.
Agent ranking Fight against delivering poor customer support by letting your customers rate the responses and answers of your customer support agents. Identify negative trends in your customer support and act accordingly. Leverage the "Ranking" feature of LiveAgent.

Live Chat

Feature Description
Real-time chat Live chat has the ability to provide the convenient answers that customers want, while also adding significant benefits to the staff and bottom line of your company. Livechat builds customers' confidence while shopping and increases overall customer experience. Adding a human factor to your website while real time chatting with your customers can be a game changer.
Proactive chat invitations Engage your website visitors by inviting them to live chat with your agents. Setup chat invitations for custom URLs on your website(e.g. your pricing page). Invite visitors to chat with you during the checkout process, build their purchase confidence, increase shopping experience and convert them into paying customers by having a real person chat with them. Easily setup a custom popout time for your chat invitations.
Chat button gallery LiveAgent provides various customizable live chat buttons. Choose from numerous predefined live chat button positions and styles.
Visitor overview See all visitors browsing your website on a map. Check what sites they're browsing and how much time they spend there. Manually invite them to chat.
Chat/Agent overview View how many agents you have available, how many customers are waiting in queue, how many chats meet your SLA requirements, how many chats are picked up or missed in real-time or browse all chat history.
Chat distribution LiveAgent provides multiple ways of chat routing and distribution. You can choose from predefined route options souch as: Round Robin, Ring to all, or Max utilization.
Real-time typing view View what your customers are typing on live chat in real-time. Have your answers prepared before the customer submits his questions.


Feature Description
Analytics Get an overview of your customer support. See who is interacting with your company and monitor the service they're receiving. See usage statistics, evaluate performance reports, and learn from customer satisfaction ratings. LiveAgent is packed with endless reporting possibilities.
Performance reports Monitor the performance of your support agents. See detailed graphs and charts with grossing numbers of opended chats, solved e-mails, received Facebook messages and other metrics viewed per day, week or month. See who is the most productive, who prefers e-mails over live chats, who delivers consistent results over time.
Agent comparisons See who has the best performance. Compare custom statistical data like answers/sales or answers/reward ratios. Analyze your most productive agents and let your other agents learn from them. Reward agents with highest sales. Export your data for later use. Choose from various graph types the one which fits you the best.
Agent ranking overview Fight against delivering poor customer support by letting your customers rate the responses and answers of your customer support agents. By learning more about your agents, you can reward your best agents and support those that are underachieving at the moment. Identify negative trends in your customer support and act accordingly. Leverage the "Ranking" feature of Live Agent.
Department reports Create department reports with just one click. Forget about manual data collecting. LiveAgent will do everything for you. Have your department reports on your boss's desk in no time. Continuously check the performance of your Department.
Channel overview See what is the most popular way for your customers to contact you. LiveAgent provides you with detailed insights of every communication channel: Email, Live Chat, Call Center, Contact Forms, Feedback Forms, Facebook messages, Tweets... Forget about external tracking applications. Everything is built in!
Real-time visitor overview See who is browsing your website or using your online system. Get to know where your visitors are from, how long they have been on your website and what they are currently looking at. Initiate a chat with your visitor by a click of a button.
Customer reports and exporting LiveAgent will help you to understand your support process into deep details. It is powered by many reports, which will help you to get specific stats per agent, department, tags, customers, support channel, etc. Do you need own data processing? Easily export data into csv and later process it e.g. in Excel.

Offline support portal

Feature Description
Customer portal The customer portal stores your knowledge base articles, forum posts and feedbacks from your customers. It supports your customers even when your agents are not online. The look & feel can be fully customized to match your business.
Knowledge base Create categories in your customer portal based on your products, services or types of customers. Add knowledge base articles, forums or feedback boards. Create knowledge base search widgets, and provide customers with easy acccess to your knowledge base articles. Search widgets are customizable, and can be placed anywhere in your knowledge base pages.
Forum Create a LiveAgent powered Forum and build a community with your customers. Each forum entry is transformed into a ticket so your agent can always respond.
Feedback & Suggestions Encourage customers to send you new ideas and feedback for future development. Discuss each idea with your customers in an easy to use feedback forum. Do you know what are the most important features for your customers? Let them vote! Clearly communicate the progress of implementation with your customers.


Feature Description
Gamification Solving customers issues all day long is hard work and your best performing customer support agents deserve to be credited and acknowledged. Badges are given out regularly and levels are gained gradually over time. Get personal and team stats. Gamification is not just about fun, it motivates support team members to work even harder.
Rewards & Badges Badges create a fun and engaging workplace. With badges, the productivity in the office naturally increases. People love collecting and holding onto rewarding bagdes and try to shake of the negative ones as soon as possible. Helpdesk managers have a simple and quick way to see who is producing the best results, responding to the most customers, selling the most products vs. who is slacking off with long perionds of inactivity.
Levels To make it easier for new agents to determine the skill of other agents and also to have a fun title, we have added levels to agent names. Now you can easily spot the achieved dragon slayer of customer support! There are 12 predefined levels, running from Novice through Apprentice to Professional and Wizard, up to the King of Customer support. Levels are earned and permanent, you cannot loose them for inactivity.
Benchmarks See your personal statistics, like how long have you been online, how many messages you have responded to and a ton of other useful data. Benchmark yourself to others in your customer support. See who beats you in what metric and who is the highest ranking Agent logged in today. Reward your agents based on this statistics, set internal goals and see who's performing accordingly.


Feature Description
24 languages available Support your customers in a language they speak. Provide them with Live Chat, Knowledge Base, and Community Forum in their native language. Automatically transfer foreign tickets into the appropriate foreign-speaking departments. Also let your customer support agents use Liv Agent in a language they prefer. We currently support 24 languagues and we are constantly improving the translations and adding more languages to the list.

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