LiveAgent

Allow callers to request a callback instead of waiting in queue to enhance satisfaction.

Enable easy in-browser calls to reduce friction and improve customer experience.

Manage incoming calls with queue system and hold music configuration.

Automated Call Distribution (ACD) that directs incoming calls to appropriate agents based on skills.

Attended call transfers ensure calls are efficiently routed and properly handled.

Customizable IVR system for call routing and customer self-service options.

Hosted call center software supporting VoIP calls from devices, browsers, and mobile apps.

Support for various call devices including headsets, browsers, mobile apps, and hardware phones.

Support file attachments in emails, chats, forms, and knowledge bases for comprehensive communication.

Built-in call center with unlimited call recordings, IVR, agent availability management, and AI-assisted call summaries. Increases resolution rates by 56%.

Customizable contact forms that can be embedded on your website to enhance customer engagement.

Customizable contact buttons that can be embedded on your website.

Full contact forms that can be embedded directly in web pages.

Connect different email providers to your help desk for seamless ticket management.

Customizable preformatted structures for automated responses and communication.

Smart email ticketing ensures no emails get lost or remain unanswered. Prevents duplicate responses with agent collision detection.

Respond to Facebook messages, posts, comments, or mentions directly from LiveAgent.

Support file sharing of JPG, JPEG, PNG, GIF, PDF, and TXT formats in live chat.

Integration with Instagram Direct Messages for customer support.

The fastest live chat widget on the market displaying in just 2.5 seconds. Includes proactive chat invitations, real-time typing view, file sharing, and intelligent chat routing.

Instant responses and real-time communication to boost customer satisfaction.

See what customers are typing before they send messages to speed up live chat interactions.

Manage customer conversations across Facebook, Twitter, Instagram, WhatsApp, and Viber from one dashboard. Every social message becomes a trackable ticket.

Integration with Telegram for customer support covering 1-to-1 direct messages.

Centralizes emails, calls, social media, and chats into one dashboard for unified communication.

Respond to Viber messages directly from your LiveAgent dashboard.

Browser-based video calls to personalize interactions and enhance customer service.

Increase outbound sales and improve customer satisfaction with video call feature.

Integrate your WhatsApp number with LiveAgent ticketing system for WhatsApp messaging.

Monitor unique keywords and respond to Tweets requiring action.

Remove LiveAgent branding from live chat windows, knowledge base, customer portal, and more.

Create enticing call widgets or customize existing designs from template gallery.

Customizable chat button for directing inquiries and enabling offline messaging.

Animate chat buttons to boost engagement and sales with various customizable effects.

Variety of predefined live chat button styles for easy website integration.

Customizable chat invitations to engage website visitors with predefined invitation styles.

Choose from template gallery and customize chat widgets to match business color palette.

Dock chat buttons to a website's side for better customer experience and visibility.

Customize the appearance of chat and contact form widgets to match your brand.

Add custom fields to tickets to capture specific information relevant to your business.

Customize email templates for automated responses and communications.

Change the wording and design of all system emails and customize whenever needed.

Create engaging video call widgets or customize existing templates from gallery.

Automate agents' call availability by allowing them to set device schedules.

Automatic chat distribution choosing from various routing algorithms to enhance agent efficiency.

Manage agent shifts and reduce wait times by setting maximum queue length for incoming chats.

Allows customer service agents to take breaks without receiving new ticket assignments.

Bulk search and replace functionality for content management and sensitive data masking.

Define and track customer expectations and response time agreements with SLA rules.

Multiple SLA levels for different service categories and response requirements.

SLA rules help you avoid breaching service level agreements with customers.

Alerts agents to high-priority, unresolved tickets tied to SLAs for quick resolution.

Monitor agents' availability in real-time with comprehensive reporting tools.

Enable customer feedback on support interactions to identify top-performing agents.

Customer ratings and feedback for individual agents to identify top performers.

Detailed insights into agent performance including work time, tickets, and productivity.

Get an overview of customer support performance and service metrics.

Capture metadata about phone interactions for compliance, training, and analytics.

Insights into communication channel usage and performance metrics.

Performance metrics and statistics for allocating tickets and assigning agents to departments.

Access LiveAgent's online ticket history for easy retrieval of past tickets via email links.

Monitor and boost support team performance with customizable reports and charts.

Monitor real-time performance metrics and key indicators in live dashboards.

Track and monitor team SLA compliance with detailed reporting and analysis.

Track fulfilled and missed SLAs with sortable parameters and export options.

Use tags to categorize tickets and create custom reports for better analysis.

Export tickets into HTML, PDF, or CSV formats for reporting and archival purposes.

Monitor ticket resolution time and team productivity with time tracking tools.

Track time spent on tickets and tasks to enhance productivity monitoring and billing.

Secure your account with two-factor authentication using Google Authenticator.

Block specific visitor IPs to prevent them from disrupting interactions.

Secure all browser communication with HTTPS encryption for chat and email.

Ensure strong passwords and track all user actions with comprehensive audit logging.

Secure access to multiple systems with one login for streamlined user management.

Detect and block unsolicited and malware-laden emails using algorithms and various filtering techniques.

Professional setup and configuration of AI features for your team.

Professional help with integrating various communication channels.

Professional help with setting up custom domain configuration.

Professional setup and configuration of AI chatbot system.

Expert consulting for customer service strategy and optimization.

Custom billing arrangements and payment terms.

Dedicated account manager for enterprise customers.

Professional help with customizing the appearance of your help desk.

Professional setup and configuration of IVR system for your call center.

Prioritized technical support with faster response times.

Training sessions for product setup and configuration.

Scheduled release management and update coordination.

Regular service review calls and performance reports.

Prevents multiple agents from working on the same ticket simultaneously.

A must-have feature for efficient customer support workflow management.

Combine duplicate or related tickets effortlessly into a single conversation.

Assigns and tracks support ticket ownership, automating transfers between agents.

Duplicate and assign tickets with multiple issues to different agents for efficient handling.

Transfer tickets between agents and departments for optimal handling.

Gathers communication from every channel and organizes it in one place. AI-powered automation rules route, prioritize, and categorize tickets instantly.