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Support teams today switch between customer conversations across email, chat, WhatsApp, and social media. Managing all those tools separately slows response times and creates silos.
LiveAgent aims to fix that. It brings every channel into one helpdesk so agents can track, reply, and collaborate without switching tabs. Customers get faster replies, and managers gain full visibility into performance.
But does this all-in-one setup actually simplify support or add more layers to manage? Let’s take a closer look.
TL; DR
What is LiveAgent? LiveAgent is a customer service platform that unifies email, live chat, calls, and social media into one dashboard.
Best for: Mid-to-large businesses that need multi-channel support with automation and detailed analytics.
Pricing: Starts at $15 per agent/month (annual) and goes up to $69 per agent/month, with extra costs for social media integrations, AI tools, and branding.
Key strengths: Unified ticketing, built-in live chat and call center, powerful automation and SLA tools, and detailed analytics.
Main drawbacks: Steep learning curve, longer setup time for smaller teams, and extra costs for add-ons.
Table of Contents
- Key Features of LiveAgent
- Customer Feedback: What Users Like and Don’t Like
- LiveAgent Pricing and Plans
- Hiver vs. LiveAgent: Quick Comparison
- Is LiveAgent the Right Choice for You?
- Frequently Asked Question
Key Features of LiveAgent
LiveAgent combines a wide range of tools into a single platform, aiming to give businesses complete control over customer interactions. Its most notable features include:
1. All-in-One Ticketing
Every interaction—email, chat, call, or social message—becomes a ticket. Everything lives in one view, so no message gets overlooked.
Unified inbox for all channels – we used to switch between emails, phone calls, and social media, but now everything is in one place, and no ticket gets forgotten.” – G2 user feedback
Pro Tip: This single dashboard helps reduce missed messages and makes follow-ups smoother.
2. Live Chat
LiveAgent includes a customizable chat widget with proactive invites, canned replies, and routing rules. Agents can see real-time visitor details and respond faster.
“LiveAgent enabled us to handle all customer inquiries via live chat with ease.” – G2 user feedback
Pro Tip: Set up proactive chat triggers on key pages like pricing or checkout to boost conversions.
3. Call Center Integration
The platform includes built-in telephony features—call routing, IVR menus, call recording, and callbacks—so teams can manage calls directly from the helpdesk.
“I like how I can connect multiple channels of inbound leads that we can use both for support and CRM purposes.” – G2 user feedback
Pro Tip: Integrating voice with chat and email creates a 360° customer view, ideal for sales-driven teams.
4. Social Media and Messaging
Connect your Facebook, Twitter, Instagram, and WhatsApp accounts so messages appear in one place. Agents can reply directly from the dashboard, keeping context intact.
Pro Tip: Useful for brands with heavy social traffic—no need to bounce between apps.
5. Automation and Workflow Rules
Automatic routing, tagging, and SLA management help teams prioritize urgent tickets or VIP clients.
“We are using mainly their automation features, custom filters, tagging, and statistics.” – G2 user feedback
Pro Tip: Combine tagging with SLAs to flag conversations that need immediate attention.
6. AI Tools
LiveAgent’s AI suggests replies, summarizes conversations, and handles routine queries. Managers can track tone and trends through AI-driven insights.
Pro Tip: Automate repetitive queries to free agents for complex issues.
(Note: Some AI features require paid add-ons.)
7. Knowledge Base and Self-Service
Create FAQs and articles so customers can find answers themselves. This reduces ticket volume and lets agents focus on high-value conversations.
“I greatly appreciate the knowledge center we’ve built with LiveAgent; it’s been extremely helpful in our operations.” – G2 user feedback
8. Reporting and Analytics
Get visibility into ticket volumes, agent activity, and SLA performance. The live dashboard updates in real time, helping managers allocate workload efficiently.
“I absolutely love the dashboard, which continually displays incoming tickets in real time.” – G2 user review
Customer Feedback: What Users Like and Don’t Like
Pros
- Easy to use: Most reviewers say LiveAgent is intuitive once set up. The clean interface helps new agents get started quickly.
- Unified inbox: Teams love having all channels, email, chat, calls, social, in one place. It simplifies workflows and reduces context-switching.
- Faster customer communication: The live chat module improves response times and helps build stronger relationships with customers.
- Integrations: Smooth connection with CRMs, websites, and social platforms gives teams more flexibility.
Cons
- Customization takes time: Setting up advanced workflows or automations can be tricky for first-time users.
- Limited advanced features: Some users want better translation support or deeper telephony integration.
- Costs can add up: Extra charges for social integrations, AI tools, or custom branding increase the overall spend.
“LiveAgent should enhance storage of tickets and emails and provide additional search options to facilitate faster access to historical data.” – Capterra user feedback
LiveAgent Pricing and Plans
Plan | Annual Price / Agent | Monthly Price / Agent | Key Inclusions |
|---|---|---|---|
Small Business | $15 | $19 | Ticketing + live chat, knowledge base, workflow rules, AI Assistant |
Medium Business | $29 | $29 | Adds call center with IVR, SLAs, reports, proactive chat |
Large Business | $49 | $59 | Adds SSO, custom roles, full social integrations |
Enterprise | $69 | $85 | Adds priority support, custom billing, and branding options |
Note:
- Prices are per agent.
- Some integrations (e.g., WhatsApp, Facebook) cost extra.
- Add-ons like white-labeling or custom domains have additional fees.
- A 30-day free trial is available.
Hiver vs. LiveAgent: Quick Comparison
LiveAgent offers a wide range of tools for enterprises that need customization, but the trade-off is setup complexity and higher costs.
Hiver keeps things simple. It brings together email, live chat, WhatsApp, and voice in a familiar inbox-style interface. Setup takes minutes, not weeks, and pricing stays clear at $19 per user/month.
| Feature | LiveAgent | Hiver |
|---|---|---|
Setup Time | Long, often requires configuration | Quick setup within Gmail or Outlook |
Channels | Email, chat, voice, social media | Email, live chat, WhatsApp, voice |
Pricing Model | Tiered plans per agent | Straightforward per-user pricing |
AI Tools | Paid add-ons | Optional AI Copilot included |
Ease of Use | Advanced but complex | Familiar, intuitive interface |
Hidden Costs | Yes (add-ons, integrations) | None |
Pro Tip: If your team values simplicity, faster setup, and transparent pricing, Hiver offers better day-to-day usability for modern support teams.
Is LiveAgent the Right Choice for You?
LiveAgent is a feature-rich helpdesk platform ideal for larger teams that want deep customization, detailed analytics, and multi-channel workflows. But smaller teams may find its complexity and add-on costs overwhelming.
If you want an easier alternative, one that gives your team a unified workspace, quick setup, and AI that actually reduces workload, Hiver is worth a look.
With AI Copilot, automated triaging, and multi-channel support, Hiver helps you deliver fast, human-like responses without the heavy setup of enterprise tools.
Experience it yourself. Book your personalized demo today.
Frequently Asked Question
1. What are LiveAgent’s main features?
Email ticketing, live chat, call center, social messaging, automation, analytics, and a knowledge base.
2. Is LiveAgent easy to set up?
It’s user-friendly but setting up advanced workflows takes time. Expect a learning curve for automation.
3. How much does LiveAgent cost?
Plans start at $15 per agent/month (annual) and go up to $69. Some integrations and AI features cost extra.
4. Does LiveAgent offer AI automation?
Yes. It can suggest replies, summarize chats, and manage tickets automatically, but full features require an AI add-on.
5. How does LiveAgent compare to Hiver?
LiveAgent suits larger teams needing customization. Hiver offers faster setup, simpler pricing, and AI-powered support for growing teams.
6. Is there a free trial?
Yes, LiveAgent offers a 30-day free trial. Some advanced features are excluded.
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