Permission Management and Custom Roles
LiveAgent enables granular permission management. In addition to standard roles, custom roles can …
Contact Form Configuration
Use LiveAgent's contact form to directly convert customer inquiries into tickets. Accept inquiries …
About Multi-Language Support Feature
LiveAgent currently supports 43 languages, with new translations being added regularly.
About the Agent 'Auto Pause' Feature
If agents leave their workstations without logging out or pausing, they will not respond to chat or …
Adding Fields to 'Contacts' and 'Tickets'
In addition to customer information that can be collected in LiveAgent through customer …
Agents and Teams
Support staff who log into LiveAgent to provide customer support are called 'Agents'. These 'Agents' …
API for Customer Portal (Knowledge Base/Suggestions)
※ Compatible with LiveAgent version 4.7.3.0 and later.
Business Hours Settings
A function to register your support team's business hours in the system and control SLA (Service …
Can activity logs be retrieved?
Yes, you can use this feature if you have a plan that includes functionality to record information …
Can I create periodic reports?
Yes, if you have a plan that includes the report feature, you can automatically generate daily, …
Can I use Webhooks?
Yes, you can POST JSON data to specified URLs when tickets are created or replied to. Real-time …
Canned Messages / Macros
A feature that allows you to template frequently used responses and insert them instantly. It …
Company Management (Companies)
A feature that allows you to manage customers by company. Even when multiple representatives from …
Contact Groups
A feature that allows you to organize and manage customers by groups. By creating groups based on …
Contact Management (Contacts)
A feature for centrally managing customer contact information and basic details on LiveAgent. All …
Creating an Agent
Support staff who use LiveAgent are called 'agents.' If two or more people will be using the system, …
Customer Management in LiveAgent: 'Contacts' and 'Companies'
LiveAgent ticketizes 'inquiries' from each communication channel while simultaneously acquiring and …
Department Management
A feature that allows you to organize and manage agents and tickets by department. It enables …
Edit Agent
You can individually configure detailed settings for newly created 'Agents'.
Email notifications
A feature that sends email notifications for new tickets and updates. Agents can stay constantly …
Email Templates
A feature that allows you to create templates for the design and content of emails sent to customers …
External Service Integration
Integration with over 200 services is available.
How Many Staff Members Are Required for Operation?
When handling multiple brands, products, or services, or depending on the presence of live chat and …
How to Handle Troubleshooting?
We provide rapid response through dual support from the developer and our company.
How to Set Up Teams
Create 'Teams' to organize agents in charge of specific products, services, or departments. …
How to Update the Knowledge Base?
You can easily add and edit articles directly from your web browser.
Integration Feature
LiveAgent's integration feature is a system that connects customer service software with other …
Internal Data Search
Search items viewable from the LiveAgent agent interface. If you click the 'Search' button without …
Is an API provided?
Yes, a RESTful API is available, enabling ticket operations, user management, knowledge base …
Notification Sound Settings (Sounds)
A feature that allows you to customize notification sounds played within LiveAgent. Audio alerts for …
Region and Language Settings
For all languages, appropriate date and time formats for each language are defined in the system. To …
Resolve Button (To Solve Button)
A feature that highlights tickets approaching SLA violations and encourages prompt response. Agents …
Restricting Agent Usage Environment by IP Address
LiveAgent allows you to restrict the usage environment when support agents log into the agent panel …
Rich Text Editor (WYSIWYG editor)
An intuitive rich text editor feature that works like Microsoft Word. Agents can add formatting to …
Share Information with Customers on the 'My Tickets' Page
In LiveAgent, not only agents but also customers can utilize tickets.
Slack Integration
Slack is a popular team communication tool.
System Requirements (End User)
The following environments are supported for browsing web pages that incorporate LiveAgent …
Tag Management
A feature that allows you to assign tags to tickets for classification and organization. Using tags …
