Overview
In LiveAgent, each agent has a profile that includes a username (login email) — the email address used to sign in to the platform. This login email can be updated, but only by users with Admin or Owner roles. Agents cannot change their own login email directly from their profile.
Who Can Change an Agent's Login Email?
- Owners — full access to all agent settings
- Administrators — can manage agent accounts and profiles
Regular agents do not have permission to change their own login email address.
Steps to Change an Agent's Login Email
- Log in to LiveAgent as an Admin or Owner.
- Navigate to Configuration in the left-hand sidebar.
- Click on Agents.
- Find and click on the agent whose login email you want to update.
- In the agent's profile, locate the email/username field and enter the new email address.
- Click Save to apply the changes.
Important Notes
- The login email is the email address the agent uses to authenticate into LiveAgent — it is separate from any outgoing or reply-to email addresses configured for departments or email accounts.
- After the login email is changed, the agent must use the new email address to sign in.
- If you are looking to change the outgoing/reply email address for a department, refer to the department email configuration settings under Configuration > Departments.