Creating Contact Groups
Contact Groups are a tagging feature that can be added to customer information (Contacts and …
Creating Tags
Tags are a feature that enables easier manual application of ticket categorization, analysis, Rules, …
How to Automatically Assign Tickets to Agents Who Reply
This guide explains how to set up a rule that automatically assigns tickets to agents when they …
How to Configure SLA Settings
SLA (Service Level Agreement) is a quality standard for your company's customer support. By defining …
How to Set Multiple Keywords to a Single Item When Specifying Conditions
When specifying conditions for 'Rules' and setting multiple keywords to a single item, use 'matches …
How to Set Up Automatic BCC
While there is no direct option to add BCC addresses to emails sent by agents from LiveAgent to …
How to Set Up Rules
You can create 'rules' to automatically process tickets in LiveAgent based on your specific business …
How to Set Up Time Rules
You can create 'Time Rules' based on your unique business processes. If you can think of rules …
How to Tag Tickets That Require Urgent Response Based on Custom Field Values
You can create rules to tag tickets when user inquiries submitted through forms are marked as …
Is there a way to register multiple condition keywords in rule settings?
To register multiple keywords when creating rule application conditions, use the 'Matches regular …
Raise SLA Level When Complaint Tag is Added
When SLA (Service Level Agreement) functionality is in use, multiple conditions are often …
Rule Settings (Rules)
A feature that allows you to create conditional rules to automate ticket processing. Automatically …
Search & Replace
A function that searches the content of received tickets and automatically replaces specified …
Service-level Agreement (SLA)
A feature that sets target response times and resolution times for customer support and manages …
SLA Compliance Report
The SLA Compliance Report is a feature that measures and analyzes whether Service Level Agreements …
SLA Log Report
The SLA Log Report is a feature that records and tracks all history related to SLAs. You can view in …
Time rules
A feature that allows you to set up rules that operate automatically at regular intervals. It …
Time tracking
A feature that allows recording response time for each ticket. Enables accurate tracking of how much …
To Improve LiveAgent Operational Efficiency
LiveAgent provides not only customer support itself, but also numerous extended features that …
Using and Creating Email Canned Responses
Email canned responses are response templates that can be called when composing messages on …
Using and Creating Predefined Answers
Predefined Answers are templates that can be called upon when composing messages in LiveAgent, such …
What do the items in 'Message Added' - 'Message Group Type' under 'Rules' refer to?
In the rule creation screen under 'Settings' > 'Automation' > 'Rules', when you select 'Message …
