Customer context: The customer clicked in Configuration > AI > AI Agents section on an AI agent that's connected via OpenAI provider and is curious why the configuration window displays the "MCP Server Integration" and "MCP Access Tokens" sections. Customer question: Do I need to configure an MCP server in my OpenAI account to use AI Agents feature? Solution: Unlike a [FlowHunt-based AI agent](https://support.liveagent.com/278609-Setting-up-AI-Agents-feature-via-FlowHunt), an [OpenAI age...

Customer context: The customer is concerned about data privacy and wants to know whether ticket data is shared with third-party AI providers when using AI agents. Customer question: Is my ticket data sent to third-party AI providers? Solution: When you use the [AI Agents](https://support.liveagent.com/466386-AI-Agents-feature-overview) feature, the ticket content (messages and metadata) is transmitted to your configured AI provider — FlowHunt or OpenAI — for processing. FlowHunt is developed b...

Customer context: The customer has an AI agent run that is taking longer than expected and wants to know whether an in-progress run can be stopped or cancelled. Customer question: Can I stop or cancel an AI agent run that is in progress? Solution: An [AI agent](https://support.liveagent.com/466386-AI-Agents-feature-overview) run that is already running cannot be cancelled mid-flight from the panel. If the AI provider is temporarily rate-limited, the run is paused and resumes automatically once...

Customer context: The customer wants visibility into what an AI agent does on a ticket and asks whether its actions are recorded in the ticket's history. Customer question: Does an AI agent run appear in the ticket's conversation history? Solution: Yes. When an [AI agent](https://support.liveagent.com/466386-AI-Agents-feature-overview) performs write actions (adding tags, resolving a ticket, assigning it, transferring it, etc.), those actions are recorded in the ticket's activity history. Agen...

Customer context: The customer wants to run an AI agent on selected tickets on demand, rather than only through automation rules, and asks whether manual triggering is possible. Customer question: Can I trigger an AI agent manually, outside of rules? Solution: The [AI Agents](https://support.liveagent.com/466386-AI-Agents-feature-overview) feature is designed primarily for rule-based automation. For ad-hoc triggering, you can create a rule that runs an AI agent when a specific tag is added to ...

Customer context: The customer has several automation rules that can match the same ticket and wants to understand what happens when more than one of them triggers an AI agent on that ticket. Customer question: What happens if the same ticket matches two rules that both trigger an AI agent? Solution: This applies to LiveAgent's [AI Agents](https://support.liveagent.com/466386-AI-Agents-feature-overview) feature. Each matching rule creates a separate, independent run. Both runs execute in paral...

Customer context: The customer is setting up an automation rule and wants to know whether an AI agent can be triggered together with other rule actions, such as sending an auto-reply, in the same rule. Customer question: Can I use AI Agents alongside other actions in the same rule? Solution: Yes. Within LiveAgent's [AI Agents](https://support.liveagent.com/466386-AI-Agents-feature-overview) feature, the Run AI agent rule action can be combined with other actions in the same rule. For example, ...

LiveAgent previously supported triggering FlowHunt workflows from rules using the generic HTTP request action (see [Triggering FlowHunt AI agents via rules](https://support.liveagent.com/796508-Triggering-FlowHunt-AI-agents-via-rules)). The [AI Agents](https://support.liveagent.com/466386-AI-Agents-feature-overview) feature is the recommended replacement for that approach and offers several important improvements: Capability HTTP request action (legacy) AI Agents Setup complexity Requires manua...

Customer context: The customer wants to know how to view the history of a chat and identify which resources the chatbot or AI agent used to generate its responses. Customer question: Where can I check the history of a chat and see exactly what resource the chatbot/AI agent relied on to provide information? Solution: Since your chatbot is provided by Flowhunt, you can access these details in the Flowhunt admin panel. By default, you cannot see this information in the standard production flow. H...

Customer context: The customer wants to automatically add a tag to tickets that have been managed by a Chatbot in LiveAgent. Customer question: How can I create a rule that adds a tag to a ticket that was managed by a Chatbot? Solution: To automatically add a tag to tickets managed by a Chatbot, you need to set up an automation rule in LiveAgent. Follow the step-by-step instructions provided in this article: [How to tag chats with chatbot](https://support.liveagent.com/658572-How-to-tag-chats-...

Customer context: The customer wants to know whether they can disable the chatbot in LiveAgent. Customer question: How can I disable the Chatbot in LiveAgent? Solution: There are two ways to disable the chatbot in LiveAgent. First, you can manage the chatbot in Configuration > AI > Chatbot. Select the chatbot you wish to manage, and click Pause to temporarily deactivate it, with the option to reactivate it later, or click Delete to remove it permanently. Second, because chatbots are link...

Customer context: The customer wants to export all conversations from LiveAgent for further analysis or record-keeping, specifically into an Excel file. Customer question: How to Export All Conversations from LiveAgent to Excel? Solution: You can use the API to export all conversations (tickets) from LiveAgent to a CSV file, which can then be opened in Microsoft Excel. Please refer to the following guide for detailed instructions: [Export tickets to CSV](https://support.liveagent.com/196956-Ex...

Customer context: The customer wants to know how LiveAgent manages multilingual knowledge base content, specifically if the AI assistant or chatbot can respond in a different language (e.g., French) when the articles are originally written in English. Customer question: How does LiveAgent facilitate multilingual knowledge base content? For example, if articles are written in English, will the AI assistant respond in French to a French email or chatbot prompt, based on the English knowledge? So...

Customer context: The customer is a LiveAgent user inquiring about the availability and activation of the AI Answer Assistant feature. Customer question: Can we use AI Answer Assistant? Solution: Yes, as a LiveAgent customer, you can use the AI Answer Assistant feature if you are on one of our current subscription plans (AI features are not available on legacy plans). To enable this feature, you need to integrate your LiveAgent account with our supported AI provider (OpenAI, or our own provide...

Customer context: The customer is inquiring about the cost implications of using AI features available in their LiveAgent subscription plans. Customer: Are there extra charges for AI features in LiveAgent subscriptions? Answer: LiveAgent's AI-driven features are included in the Medium, Large, and Enterprise plans and are powered by connected AI providers. Currently, FlowHunt is available as the primary AI provider for LiveAgent's AI chatbot functionality, an it requires its [own subscription c...

Customer context: The customer is interested in understanding the AI-driven features available in LiveAgent's helpdesk software. Customer: What AI-driven features does LiveAgent offer? Answer: LiveAgent offers AI-driven features in itsSmall, Medium, Large, and Enterprise plans to enhance customer support efficiency. The AI Chatbot feature is now available and powered by FlowHunt, LiveAgent's exclusive AI chatbot provider. FlowHunt chatbots can deliver up-to-date answers based on your data, gui...

Customer context: Customer is inquiring about the availability of the AI answer assistant feature in LiveAgent subscription plans. Customer: Which plans include the AI answer assistant feature? Answer: Within the current Beta version, we are offering the AI answer assistant feature temporarily for free in all current subscription plans, excluding the Small and Free plan, including those on trial.

Customer context: The customer wants to know if the AI answer assistant feature is included in various LiveAgent plans. Customer: Is the AI answer assistant feature in the Ticket, Ticket+Chat, and All-Inclusive plans? Answer: No - within the current Beta version, we are offering it temporarily for free in all current subscription plans and trials, excluding the Small and Free plan. This feature, however, won't be available in legacy plans. We are not adding any new features into legacy plans, ...