Creating Automation Rules to Add Tags When a Note is Added to a Ticket This article explains how to set up an automation rule that automatically adds a tag to a ticket when an internal note is added. Overview LiveAgent allows you to create automation rules that trigger specific actions based on ticket events. One common use case is automatically adding a tag to a ticket whenever an internal note (message) is added. This can help with ticket organization, categorization, and workflow managemen...

How to Find Your Department ID in LiveAgent This article explains how to locate the unique Department ID for your departments in LiveAgent. Department IDs are useful when configuring IVR (Interactive Voice Response) systems, API integrations, and other advanced features. Default General Department The Department ID for the default General department is: default You can use this ID directly in any configuration that requires a Department ID for the General department. Custom Departments Fo...

How to Delete a Contact Photo in LiveAgent This article explains how to remove or delete a contact photo from a client's contact record in LiveAgent. Overview Each contact in LiveAgent can have a profile photo. If you need to remove a contact's photo, you can do so easily through the contact editing interface. Steps to Delete a Contact Photo - Navigate to the Contacts section in LiveAgent. - Find and open the contact whose photo you want to delete. - Click the Edit button to enter edit mode...

I'll help you retrieve the ticket and generate a knowledge base article. Let me start by fetching the ticket information.

Understanding Timezone Information in API Data Exports When you export chat data or retrieve information through the LiveAgent API, the timestamps in the returned data are displayed in your account's configured timezone. This article explains how to identify your account's timezone and work with API timestamps. Timezone in API Responses All data retrieved through the LiveAgent API is automatically displayed in the timezone that is configured for your account. This means that if your account i...

How to Check Agent Login History This article explains how to view and monitor the login history of your support agents using the Audit Log feature in **LiveAgent**. Overview The Audit Log feature provides a comprehensive record of activities performed within your **LiveAgent** system, including agent login and logout events. This allows managers and administrators to monitor agent access for security, compliance, and management purposes. Prerequisites - **Administrator** or **manager acces...

Integrating Custom Chatbots with LiveAgent This article explains how to integrate custom chatbots built in third-party applications with LiveAgent and enable handoff to live agents. Overview LiveAgent does not provide direct integration instructions or support for custom chatbots built in third-party applications. However, you can leverage LiveAgent's widget integration capabilities to initiate the LiveAgent chat from your custom chatbot or website elements. How to Integrate Your Custom Chat...

How to Connect Your Website as a Knowledge Source for the Chatbot This article explains how to connect your own website as a knowledge source for your LiveAgent chatbot using FlowHunt's Schedules feature. Overview Your chatbot can automatically learn from your website content to provide accurate, up-to-date answers to customer questions. This is done through FlowHunt's Schedules feature, which periodically crawls your website and indexes the content for the chatbot to use. Prerequisites - A...

How to Set Up Agents to Respond When Available and Chatbot When Unavailable This article explains how to configure your chat button so that human agents handle conversations when they are available, and the chatbot automatically takes over when no agents are online. Overview LiveAgent allows you to set up a routing system where visitors are connected to human agents when available, and automatically switched to a chatbot when all agents are offline or when the queue reaches a certain threshol...

```html How to Cancel Your Free Trial This article explains how to cancel your free trial account for LiveAgent. Understanding Trial Expiration By default, trial accounts automatically expire after the 1-month trial period. Once the trial period ends, your account will be: - Suspended - Your account access will be restricted - Terminated - Your account and data will be removed from the system You do not need to manually cancel your trial account if you are willing to wait for the automatic...

```html Can I Reactivate a Terminated Account? Overview If your LiveAgent account has been terminated, it cannot be reactivated. Once an account is terminated, it is permanently removed from our servers and cannot be restored. What Happens to My Data? When an account is terminated, all data associated with the account—including conversations, contacts, tickets, settings, and configuration—is permanently deleted from our servers. This deletion is irreversible. Account Suspension vs. Termina...

```html How to Allow Agents to Change Their Chat Availability in Different Departments This article explains how to enable agents to manage their own chat availability status across different departments in LiveAgent. Overview By default, only supervisors, managers, or admins can change an agent's service availability (chat, messaging, and calling) for different departments. However, you can permit individual agents to change their own availability status by enabling a specific setting in th...

``` Understanding the "Remember Me" Checkbox in Contact Forms and Chat Widgets The "Remember Me" checkbox (also labeled as "This is a private computer" or "Stay logged in") is a feature in LiveAgent's contact forms and chat widgets that improves user experience by automatically recognizing returning visitors. What Does the "Remember Me" Checkbox Do? When a visitor checks this box, LiveAgent stores their information (such as email address and name) in a cookie on their device. The next time t...

Telegram Integration: Supported Chat Types Overview LiveAgent is developing a Telegram integration that will allow you to connect with customers through the Telegram messaging platform. This article clarifies which types of Telegram chats will be supported by this integration. Supported Chat Types The upcoming Telegram integration in LiveAgent will support the following chat type: - 1-1 chats (Direct messages) – One-to-one conversations between your support agents and individual customers ...

```html How to Permanently Delete Tickets from Your Account This article explains the correct process for permanently removing tickets from your LiveAgent account using the delete and purge functions. Understanding the Two-Step Process To permanently remove tickets from your LiveAgent account, you must complete two separate steps: - Delete the tickets (change their status to deleted) - Purge the tickets (permanently remove them from the system) Many users attempt to purge tickets directly ...

How to Track Chat Availability and Online Hours by Department This article explains how to track chat availability and monitor online hours for your chat support in LiveAgent. Overview LiveAgent does not provide a dedicated report that shows online hours for individual chat buttons or widgets. However, you can track chat availability and online hours at the department level using the Chat Availability report feature. Since each chat button is assigned to a specific department, this approach a...

```html How to Allow Agents to View Tickets from Other Departments When managing multiple departments in LiveAgent, you may need agents to view tickets assigned to other departments without being able to modify them. This is particularly useful when agents need to verify if a customer has already contacted your company through another department or channel. Use Case For example, if a customer calls your support team and mentions they previously sent an email, your phone support agent needs t...

```html How to View Postponement Duration in Tickets When you postpone a ticket in LiveAgent, system messages containing postponement information may not be visible if you have hidden them in your ticket view. This article explains how to display these system messages so you can see how long a ticket has been postponed. Why You Cannot See Postponement Duration By default, LiveAgent displays system messages in tickets that contain important information about ticket actions, including when a t...

```html Exporting Complete Communication History for a Single Customer This article explains how to export the entire communication transcript and history for a specific customer in LiveAgent. Overview LiveAgent provides two methods for exporting customer communications: - Export to CSV (Panel Option) - Provides a quick preview of tickets - API Method - Provides complete communication history including all messages If you need only a quick overview of tickets, the Export to CSV option in t...

How to Prevent Resolved Tickets from Reopening This article explains how to configure your LiveAgent system to prevent resolved tickets from automatically reopening when a customer sends a new message or reply. Overview By default, LiveAgent may reopen a resolved ticket when a customer sends a new message. If you prefer to keep resolved tickets closed and create new tickets instead, you can disable the automatic reopening feature through the system configuration. Prerequisites - Administrat...

Importing Knowledge Base Articles This article explains how to import knowledge base articles into your LiveAgent account. Overview LiveAgent does not offer a direct bulk import feature for importing entire knowledge bases from CSV files. However, you have the following options to add articles to your knowledge base: - Create articles manually through the user interface - Create articles programmatically using the LiveAgent API v1 Creating Articles via API v1 If you need to import multiple...

Archiving and Exporting Data After Account Cancellation If you have canceled your LiveAgent account and need to archive or export your data, this article explains the available options for retrieving and preserving your information. Overview LiveAgent does not provide a direct built-in export feature within the user interface. However, there are alternative methods available to access and archive your data after account cancellation. Available Options for Data Export Option 1: Using the Liv...

Setting Up Email Autoresponders to Avoid Loops This article explains how to configure email autoresponders in LiveAgent using Rules while preventing autoresponder loops when your customers also use autoresponders. Understanding Autoresponder Loops An autoresponder loop occurs when two autoresponders continuously reply to each other, creating an endless chain of messages. This can happen when: - Your LiveAgent autoresponder sends an email to a customer - The customer's email system has an aut...

Encryption Standards and Data Security in LiveAgent This article explains the encryption standards used by LiveAgent to protect your data, including encryption in transit and information about key management. Overview LiveAgent implements industry-standard encryption protocols to ensure the security and confidentiality of all data transmitted between your browser and LiveAgent servers. All communications remain encrypted whether you are using a hosted LiveAgent account or accessing the platfo...

How to Attach Files to Tickets via API This article explains how to attach files to tickets using the LiveAgent API. File attachments can be included in ticket messages and notes created through the API. Overview Attaching files to tickets via API is a two-step process: - Upload the file to the system using the file upload endpoint - Reference the uploaded file when creating a ticket message or note Step 1: Upload the File First, you need to upload your file to the LiveAgent system. You ca...

Customizing Your Contact Widget with CSS This article explains how to customize your contact widget using CSS code and provides guidance on getting help if you're not familiar with coding. Overview The LiveAgent contact widget can be customized to match your brand and design preferences. Customization requires knowledge of HTML and CSS code to modify the widget's appearance and behavior. Prerequisites - Basic understanding of HTML and CSS code - Access to your LiveAgent account settings - A...

How to Find a Tag ID in LiveAgent This article explains how to locate the unique ID of a tag in your LiveAgent system. Tag IDs are useful when working with the API or managing tags programmatically. Method 1: Using Browser Developer Tools (Network Tab) This method allows you to find a tag ID by monitoring network requests in your browser: - Open your browser's Developer Tools by pressing F12. - Navigate to the Network tab. - Start recording network activity (ensure the recording is active). ...

How to Tag Chats with Chatbot Messages This article explains how to automatically tag conversations that involve chatbot interactions in LiveAgent. While there is currently no direct "chatbot" option in the "message added by" criteria, this guide provides a practical solution to distinguish between chatbot and human conversations. Understanding the Limitation LiveAgent does not currently offer a "chatbot" value in the "message added by" trigger that would allow you to tag conversations only w...