Email templates

In LiveAgent you can configure email templates for your Customers and Agents. All the email templates sent from your LiveAgent 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 templatesEmail templates

Customer email templates

These are preconfigured email messages sent to customers when certain types of events occur.

You can customize Customer email templates for:

  • Ticket reply (Sent to the customer when the agent replies to the existing ticket.)
  • New ticket (Sent to the customer when the agent creates the ticket using a compose message.)
  • Forward message (Sent when the agent forwards message to the customer.)
  • Ticket resolved (Sent to the customer when the ticket is resolved.)
  • Chat transcript (Email template of a chat transcript sent to the customer. The customer must select send transcript option to receive the transcript via email.)
  • Reply to forum topic or suggestion (Sent to the customer when the new reply is added to forum or topic, this email is sent to the all customers that commented or voted for the suggestions/topic. This email contains also unsubscribe link.)
  • Registration mail (Sent to the customer when she or he creates an account in the Knowledge base. This email contains a link where he can setup his password. It also serves as a customer email verification email. Customers using fake email addresses won't be able to set up their account password.)
  • Forgot Password mail (Sent to the customer when she or he clicks on forgot password link. This email contains a link to reset her/his password.)

Agent email templates

These are preconfigured email messages sent to the Agent when certain type of events occur.

Agent email templatesAgent email templates

You can customize Agent email templates for:

  • Customer replies in an assigned ticket (Sent to the agent when the customer replies in a ticket that is assigned to her/him. Notification is not sent when the agent is logged on to the system.)
  • Ticket is assigned to the Agent (Sent to the agent when the ticket is assigned to him. The notification is not sent when the agent is logged on to the system.)
  • New ticket is created (Sent to the agent when the new ticket is created in any of his departments)
  • Request New Password e-mail (Sent to the agent or customer when the user requests a new password. This email contains a link to reset her/his password.)
  • Forgot Password mail (Sent to the agent when she or he clicks on the forgot password link. This email contains a link to reset her/his password.)
  • Registration mail (Sent to the agent when the admin adds her/him to the system. This email contains a link to setup her/his password.)

Knowledgebase resources

Learn how to setup Email templates

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