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Can I create additional default (ladesk) mail accounts?

Customer context: A customer wants to know if they can create additional defa...
Home -> Frequently asked questions -> General -> Emails

Can I start a new WhatsApp conversation by any custom message?

Customer context: A customer wants to know if they can initiate a new WhatsAp...
Home -> Frequently asked questions -> General -> Social networks

How can I change the notification sound when a new message comes in?

Customer context: A customer wants to change the notification sound in LiveAg...
Home -> Frequently asked questions -> General

Can I set up notifications for all agents when a new article is added to the knowledgebase?

Customer context: A customer wants to know if it's possible to set up notific...
Home -> Frequently asked questions -> General -> Customer portal

Understanding message group types

When setting up various rules in LiveAgent, you will notice a rule condition ...
Home -> Technical Support -> Features and functions -> Automation

What does the "Server responded with error: Current billing period is not settled" error message mean when trying to change subscription plan?

Customer context: The customer has encountered an error message while trying ...
Home -> Frequently asked questions -> Billing and Payments

Is it recommended to use the LiveAgent integrated built-in e-mail address to communicate with customers?

Customer context: Every LiveAgent account has a pre-set built-in outgoing and...
Home -> Frequently asked questions -> General -> Emails

How LiveAgent recognizes quoted text from message

​For every incoming email, LiveAgent tries to split the content of the email...
Home -> Technical Support -> Features and functions -> Email accounts -> Emailing feature related topics

How to display a custom message to the customer after chat

Sometimes you want to display a custom message to the customer when your chat...
Home -> Customizations -> Chats -> Chat window

Why doesn't the "firstRecipientFirstName" variable work when I am creating a new ticket?

Customer context: A customer is experiencing issues with the "firstRecipientF...
Home -> Frequently asked questions -> General -> Emails

New Facebook messaging policy for Facebook business pages is limiting time to reply

Since March 2020 Facebook implemented a new messaging policy for Facebook bus...
Home -> Technical Support -> Troubleshooting -> Social networks & messaging apps

How to change the color of new highlighted message

Even though there is no option to edit chat window messages by default, you a...
Home -> Customizations -> Chats -> Chat window

Unable to connect Yahoo! mail account

If you searched for this article, most likely you've got the following error ...
Home -> Technical Support -> Troubleshooting -> Email accounts

Process of merging new emails into existing tickets

From time to time customers ask us why was or wasn't an email added to an exi...
Home -> Technical Support -> Features and functions -> Email accounts -> Emailing feature related topics

I see "Certificate chain is incomplete" error message when trying to apply the SSL certificate, what should I do?

Customer context: The customer encounters a "Certificate chain is incomplete"...
Home -> Frequently asked questions -> General

How to change welcome message for our chat?

Customer context: A customer wants to edit the welcome message displayed in t...
Home -> Frequently asked questions -> General -> Chats

How to contribute new language translations for LiveAgent

We appreciate the input of our users and encourage you to contribute new lang...
Home -> Technical Support -> Features and functions -> Languages

360dialog WhatsApp message templates

To be able to start a new WhatsApp conversation with your customers or reply ...
Home -> Technical Support -> Features and functions -> Social networks & messaging apps -> WhatsApp -> WhatsApp integration via 360dialog

What caused the "The chat is inactive" message?

Customer context: The customer has noticed a "The chat is inactive" message i...
Home -> Frequently asked questions -> General -> Chats

How can I change the default reply template for replies?

Customer context: A customer wants to modify the default reply template for t...
Home -> Frequently asked questions -> General -> Emails

Can I receive additional notifications for new chats in LiveAgent?

Customer context: The customer uses the LiveAgent software and wants to know ...
Home -> Frequently asked questions -> General -> Chats

Built-in email account configuration

Every LiveAgent account has a pre-set built-in outgoing and incoming email ac...
Home -> Technical Support -> Features and functions -> Email accounts -> Configuring Incoming Email Accounts

How to display notification to all admins when sending of email failed

Many of our clients would like to get notification when there is a problem or...
Home -> Technical Support -> Features and functions -> Automation -> Rules examples

Twilio WhatsApp message templates

Based on our experience we recommend connecting & integrating your WhatsApp n...
Home -> Technical Support -> Features and functions -> Social networks & messaging apps -> WhatsApp -> WhatsApp integration via Twilio

I have encountered "Something went wrong" error message, what should I do?

Customer context: The customer has encountered a generic "Something went wron...
Home -> Frequently asked questions -> General

How can I display customer orders from my external e-commerce tool in LiveAgent if our e-commerce is an unsupported platform?

Customer context: The customer uses an external e-commerce tool and wants to ...
Home -> Frequently asked questions -> General

Modifying language translations and adding new custom translations

Quick Navigation - [Modifying existing default translations](#edit-default-t...
Home -> Technical Support -> Features and functions -> Languages

How to replace the default Logo in LiveAgent

In this video I will show you how to replace the default Logo in LiveAgent (h...
Home -> Video Tutorials

Date format in email templates

There are 2 options how to include the date in e-mail templates: 1. Use $dat...
Home -> Customizations -> Templates

How to create new reseller account using REST api

Here is an example call in PHP: Here is example response in XML: ...
Home -> Technical Support -> Reseller/Partner program -> Partner REST API -> REST API Examples
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