LiveAgent is a help desk that turns email, chat, calls and social messages into tickets in one shared inbox, with AI agents that run on your own AI provider.
LiveAgent gives a support team one place to answer customers, whether they write by email, start a chat on the website, phone in or message on social media, WhatsApp or Viber. Each message becomes a ticket in a shared queue, so no request waits in a personal mailbox and every agent sees the same history. Quality Unit, a Bratislava software company founded in 2004, builds it and sells it under the LiveAgent name. The Universal Inbox sits at the centre. Automated ticket distribution, skill-based routing and SLA rules decide who answers each ticket and by when, and an SLA log records every breach. Agents reply with canned messages, leave internal notes, talk privately over internal chat, and merge or split tickets. Agent collision detection warns when two people open the same ticket. A built-in call center, live chat, a knowledge base and a customer portal cover voice and self-service, while reports break the work down by agent, channel and department. The AI layer runs on the AI provider a team connects. The AI Chatbot answers visitors on its own, the AI Answer Composer drafts complete replies from the knowledge base, and the AI Answer Improver tidies what an agent wrote. LiveAgent suits teams from a handful of agents setting up their first help desk to support departments with many queues. It fits best where phone support and chat are run by the same people as email, because the call center lives inside the help desk rather than in a separate system. The daily job is keeping every conversation owned until it closes. M4Markets uses the AI chatbot and automation to support customers across international regions. CS Apparel Group, a sports and fashion retailer in the Czech Republic and Slovakia, uses LiveAgent to open new support lines quickly and speed up its support. Its integrations link CRM, e-commerce and collaboration software, and the MCP server lets an assistant such as Claude act inside LiveAgent. Agents away from the desk keep working the same queue of tickets in the Android and iOS apps.
Pricing
View plans-
Starter
$19 per month
Per agent a month billed monthly, cancel anytime; $15 billed annually ($180 a year)
- Up to 5 agents
- 1 AI agent, 10 departments, 3 email accounts, 2 live chat buttons, 1 knowledge base
- Email ticketing, contact forms, live chat, chatbot and every AI feature
- No social channels, call center or reporting
- Event rules only for automation; standard security
- 30-day trial, no credit card required
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Team
$35 per month
Per agent a month billed monthly, cancel anytime; $29 billed annually ($348 a year)
- Up to 15 agents
- 5 AI agents, 20 departments, 10 email accounts, 5 live chat buttons, 1 knowledge base
- Facebook, Instagram, X, Viber, WhatsApp and Telegram channels
- Call center; reporting, CSAT surveys and time reporting
- SSO, SLA rules and custom roles
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Business
$59 per month
Per agent a month billed monthly, cancel anytime; $49 billed annually ($588 a year)
- Any team size
- 50 AI agents, 150 departments, 150 email accounts, 50 live chat buttons, 2 knowledge bases
- MCP server: connect external AI tools such as Claude
- LiveAgent branding removal
- Audit log and department roles
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Enterprise
$3,999 per month
Flat fee a month billed monthly for 80 agents; $3,199 a month billed annually
- Extra agents $49 a month each, or $39 a month billed annually
- Unlimited AI agents, departments, email accounts and live chat buttons; 10 knowledge bases
- Dedicated account manager, priority support and review calls
- Custom billing and reporting
- Sold through the sales team
Features
- Included: Shared inbox with ticket conversion
- Included: Multichannel ticket intake
- Included: Rule-based ticket automation
- Included: SLA policies with breach alerts
- Included: Skills-based ticket routing
- Included: Macros and canned responses
- Included: Agent collision detection
- Included: Internal notes and side conversations
- Included: Parent-child and merged tickets
- Included: Requester portal for open tickets
- Included: CSAT survey on ticket close
- Included: Ticket volume and resolution reports
- Included: Agent mobile app for tickets
- Included: Custom ticket fields and forms
- Not included: Multibrand help desk
- Included: AI-drafted ticket replies
- Not included: Help desk sandbox environment
- Included: Help desk app marketplace
Additional Features
- Universal Inbox for email, chat, calls and social messages
- Built-in call center
- Live chat buttons for websites
- AI Chatbot
- AI Answer Composer drafting from the knowledge base
- AI Answer Improver
- Ticket validation and autoresponse AI agent
- Connect your own AI provider
Best for
- Support teams answering email, chat, phone and social messages from one queue
- Small teams setting up a first help desk with email, chat and AI
- Growing teams that want the call center inside the help desk
- Companies that want AI replies on an AI provider they already use
- Teams that connect Claude or other AI tools through MCP
- Organisations with several departments, each with its own email identities
- Businesses offering self-service through a knowledge base and customer portal
Use cases
- Turning support emails into tickets in a shared queue
- Answering website visitors over live chat
- Handling inbound support calls inside the help desk
- Replying to WhatsApp, Viber, Telegram and social media messages
- Routing tickets to the agent with the right skills
- Tracking SLA times and breaches on tickets
- Drafting ticket replies with AI from the knowledge base
- Answering website visitors around the clock with an AI chatbot
- Publishing help articles and FAQs for self-service
- Merging duplicate tickets and splitting combined ones
- Reporting on agent, channel and department workload
Screenshots & Videos
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