Customer context: The customer wants to configure a time rule in LiveAgent that only applies to business days and not weekends. Customer question: Is there a way to create a time rule based on business days? Solution: Yes, you can create a time rule in LiveAgent that is executed only on business days. To do this, add the condition "current day = Monday, Tuesday, Wednesday, Thursday, Friday" to your time rule. This ensures the rule only applies on weekdays and not on weekends. For detailed inst...

Customer context: The customer wants to automatically resolve tickets in LiveAgent when an email is received from a particular email address. Customer question: How can I Automatically Resolve Tickets received from a Specific Email Address in LiveAgent? Solution: You can set up this automation in LiveAgent by creating a rule under Configuration > Automation > Rules. Configure the rule as follows: 1. Apply when > ticket created from email. 2. Add the condition > email from - equals ...

Customer context: The customer wants to know if it is possible to automatically assign ongoing chats or calls to agents in LiveAgent. Customer question: Can I automatically assign chats or calls to agents? Solution: No, ongoing chat or call source tickets in LiveAgent cannot be automatically transferred or assigned to agents while the interaction is still in progress. These tickets can only be transferred or assigned after the chat or call has ended. For more details, you can visit the followi...

Customer Question: Customer context: The customer wants to know how to automatically assign a ticket to the agent who resolved it using LiveAgent. Problem description: I didn't find action "assign ticket to the agent who resolved it" Solution: You can achieve this by setting up a rule in LiveAgent with the following configuration: 1. Use the trigger "ticket status change." 2. Set the condition "new status" to "resolved." 3. Perform the action "Transfer ticket" with the settings: - Transfer t...