Customer Portal Overview

In LiveAgent, you can build a customer portal by combining three types of content: “Knowledge Base (FAQ)”, “User Forums”, and “Feedback”.

For system configuration of the customer portal, please refer to “Basic Customer Portal Settings”.

How to Create a Customer Portal

From the agent screen, select “Settings” > “Knowledge Base” to display the customer portal management screen. From this screen, you can create articles (content) or files (directories).

Types of Customer Portal Content

Create portal configuration files from the “Create” dropdown menu. The files you can create are as follows:

Creating Articles

Create content articles that form the core of the customer portal. On the portal, they are displayed with a “file” icon and article title. Articles can be created using either WYSIWYG rich text editing or HTML tag editing.

Rich Text Editing

[Rich text editing screen]

HTML Code Editing

[HTML code editing screen]

Creating Categories

Create categories (hierarchical structure) within the customer portal. On the portal, they are displayed with a “folder” icon and category name. Categories can be freely configured, and all types of content including “Articles”, “Categories”, “Forums”, and “Feedback” can be placed under them.

[Customer portal category selection page]

Creating Forums

Establish “User Forums” within the customer portal. On the portal, they are displayed with blue and green “speech bubble” icons and forum names.

Forum Features

  • Users and agents can freely create new topics and post comments
  • All posts are automatically converted to tickets
  • Customers can receive progress updates via email
  • Customers must register as users in advance

[User forum image]

Creating Feedback Categories

This is a submission form for receiving customer requests regarding products and services. On the portal, they are displayed with a “lightbulb” icon and feedback subject name.

Feedback Function Features

Like/Vote Function

Visualizes customer voices saying “it would be great if we could do this” and promotes empathy.

Progress Status Display

Agents can display six types of status (New, Under Review, Planned, Started, Completed, Reference) for proposals.

Customer Portal Publication Scope Settings

Content can have the following publication settings:

  • Public
  • Draft (Private)
  • External Publication
  • Internal Publication

It can also be used for knowledge sharing among agents.