```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...