LiveAgent

Agent Scheduling

Alerts and Escalation in LiveAgent notify support agents and supervisors when tickets are overdue or approaching SLA breaches. This feature ensures timely resolution by triggering automated reminders and escalations based on predefined rules. It helps maintain service quality standards, minimizes delays, and ensures accountability across support teams handling urgent or high-priority issues.

Alerts (Escalation)

Alerts and Escalation in LiveAgent notify support agents and supervisors when tickets are overdue or approaching SLA breaches. This feature ensures timely resolution by triggering automated reminders and escalations based on predefined rules. It helps maintain service quality standards, minimizes delays, and ensures accountability across support teams handling urgent or high-priority issues.

Automated Routing

Automated Routing in LiveAgent ensures incoming tickets are intelligently assigned to the most suitable agents based on criteria such as department, priority, or agent workload. This automation improves efficiency by eliminating manual distribution, reduces response times, and ensures customer inquiries are handled by the right personnel with relevant expertise.

Community Forums

LiveAgent’s Community Forums enable customers and agents to interact, share solutions, and discuss topics in a collaborative environment. This feature fosters user-driven support and knowledge sharing while reducing ticket volume. Forums offer a space for crowd-sourced problem-solving, enhancing customer engagement and building a self-sustaining support community.

Contract (SLA Management)

Contract and SLA Management in LiveAgent lets organizations define service level agreements to monitor ticket response and resolution times. With automated SLA tracking and breach alerts, this feature helps teams stay compliant with service commitments. It supports performance accountability and ensures customers receive consistent, timely support aligned with contractual obligations.

Customizable Branding

Customizable Branding in LiveAgent allows organizations to personalize the support portal and customer-facing interfaces with their brand elements. Users can customize logos, colors, themes, and email templates to match their corporate identity. This ensures a cohesive brand experience, enhances professionalism, and improves user trust throughout the support journey.

Document Storage

Document Storage in LiveAgent provides a centralized space to upload, manage, and share essential support documents such as guides, manuals, and policies. This feature helps agents quickly access relevant files during ticket resolution and improves consistency in customer communication. It also enables easier knowledge sharing across the support team.

Incident Management

LiveAgent’s Incident Management functionality enables teams to log, track, and resolve service disruptions effectively. Each incident is categorized, prioritized, and assigned to the appropriate agent for resolution. This systematic approach reduces downtime, ensures service continuity, and enhances customer satisfaction by providing structured and transparent problem-handling processes.

Knowledge Base

The Knowledge Base in LiveAgent is a self-service hub where organizations publish FAQs, how-to guides, and articles. It empowers customers to find answers independently while reducing support ticket volume. The feature is searchable, customizable, and easy to update, enabling support teams to share consistent, up-to-date information with end-users.

Known Issue Management

Known Issue Management in LiveAgent allows teams to document, track, and communicate recurring or widespread problems. This feature links similar tickets to a central issue, allowing bulk updates and faster resolution. It streamlines communication with users and ensures technicians can reference past solutions to accelerate incident handling.

Live Chat

Live Chat in LiveAgent enables real-time communication between support agents and customers directly from the website or support portal. This feature facilitates instant help, reduces ticket resolution time, and boosts user satisfaction. It includes chat history, canned responses, and proactive invitations to ensure responsive and personalized customer service.

Macros (Templated Responses)

Macros in LiveAgent are predefined responses that allow agents to quickly reply to common queries. These templated messages improve consistency, save time, and reduce repetitive typing. Macros can include personalized tokens and be triggered manually or automatically, streamlining communication and increasing agent productivity while maintaining service quality.

Multi-Channel Communication

LiveAgent supports Multi-Channel Communication by integrating email, live chat, social media, phone, and contact forms into one dashboard. This feature allows agents to manage all customer interactions centrally, improving response times and ensuring continuity across channels. It enhances customer satisfaction by providing seamless support wherever the user reaches out.

Self Service Portal

The Self Service Portal in LiveAgent allows users to submit tickets, track their status, and access help articles independently. It empowers customers to resolve issues without agent assistance, saving time for both users and support teams. This feature improves user autonomy, reduces workload, and ensures a smoother customer experience.

Social Media Integration

Social Media Integration in LiveAgent connects platforms like Facebook, Twitter, and Instagram directly to the help desk. Agents can manage and respond to messages, posts, and mentions from a unified interface. This feature ensures timely social engagement, improves response efficiency, and allows support teams to extend service across digital touchpoints.

Surveys & Feedback

Surveys and Feedback tools in LiveAgent collect customer input following ticket closure or interaction. Organizations can create customizable surveys to gauge service quality, agent performance, and overall satisfaction. This feedback loop helps identify service gaps, refine processes, and improve the support experience based on real user insights.

Ticket Management

Ticket Management in LiveAgent organizes and tracks every customer request from submission to resolution. Features include ticket tagging, prioritization, agent assignment, and automation rules. It ensures that no inquiry is missed, supports accountability, and offers full visibility into the ticket lifecycle for efficient and consistent customer service delivery.