LiveAgent
FreemiumAI-powered help desk with live chat, ticketing, and call center.
By Tanmay Verma, Founder · Last verified 21 Jun 2026
4.9k views
Added 4/28/2026
95/100Safe BetIn short
LiveAgent — AI-powered help desk with live chat, ticketing, and call center. Best for SMBs needing an all-in-one support platform with AI automation, Teams consolidating multiple channels into one dashboard, Organizations looking to reduce support workload with AI chatbots. Free to start; paid plans from $15/mo.
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Editorial Verdict
Best for
SMBs needing an all-in-one support platform with AI automationTeams consolidating multiple channels into one dashboardOrganizations looking to reduce support workload with AI chatbotsCompanies wanting a built-in call center without third-party integrationStartups on a budget (freemium plan, 30-day trial)
Not ideal for
Micro-businesses needing only a simple chat widget (overkill features)Enterprises requiring advanced AI customization or on-premise deploymentTeams preferring best-of-breed standalone tools like Intercom or ZendeskUsers seeking a fully self-supported open-source solution
LiveAgent is a solid all-in-one help desk for SMBs looking to unify email, chat, phone, and social support with AI automation. Its AI chatbot and answer assistants are genuinely useful, and the built-in call center saves you from a separate voice vendor. However, the interface feels dated, and AI responses need prompt tuning. It's a strong Zendesk alternative at a competitive price, especially the Large tier ($49/agent/month). Skip it if you need advanced AI customization or a polished modern UI.
Compare with: LiveAgent vs Chatlyn, LiveAgent vs Customerly, LiveAgent vs Decagon
Last verified: June 2026
Behind the Verdict
LiveAgent packs a lot of value into one platform. For SMBs tired of juggling Zendesk, Aircall, and Intercom separately, it offers a unified inbox with ticketing, live chat, call center, social media, and AI features at a per-agent price that undercuts many competitors. The AI chatbot and Answer Composer can automate up to 75% of conversations, and the built-in call center with IVR and recording works well for teams that don't need a dedicated voice platform. On the downside, the UI feels dated compared to modern alternatives like Intercom or Zendesk — it's functional but less intuitive. Onboarding takes longer than expected, and AI responses require 3-4 weeks of refinement to sound natural. Per-agent pricing scales linearly, which can get expensive for large teams. High-volume call centers may outgrow it. Best for teams that prioritize broad functionality and cost savings over a polished experience. If you value modern design and minimal setup time, consider Intercom or Zendesk instead.
Skip LiveAgent if Skip LiveAgent if you want a modern, minimalist interface or need advanced AI customization beyond basic chatbot and answer assistants.
Latest from LiveAgent
Updated 2 days agoAcross the latest 5 updates: 3 feature updates and 2 changelog entries.
ChangelogChangelog·4 days agoNewest
Version 5.65.18 – Security improvements and AI tool-call budget decoupling
Security fixes, decoupled AI tool-call budget scaling from Agent entity, new API for agent logins/worktime history.
ChangelogChangelog·8 days ago
Version 5.65.10 – Security improvements
Multiple security improvements included in this patch release.
FeatureBlog·18 days ago
LiveAgent monthly product update: June 2026
Smarter time zone handling, AI chatbot enhancements, unified in-panel updates.
FeatureBlog·May 7
LiveAgent monthly product update: May edition
AI Agents, AI Work features, LiveAgent MCP Integration for custom connectors.
FeatureBlog·Mar 2
LiveAgent monthly product update: March edition
Telegram integration launch, expanded OpenAI model support, Facebook improvements.
Viability Score
95/100
Safe BetHow likely is LiveAgent to still be operational in 12 months? Based on 4 signals — momentum (how recently it shipped), wrapper dependency, revenue model, and web presence.
momentum
100
funding runway
80
website health
90
wrapper dependency
100
Last calculated: June 2026
How we score →About LiveAgent
LiveAgent is an all-in-one customer service platform that unifies email, live chat, phone, social media, and messaging into a single dashboard. It features an AI chatbot for 24/7 support in 100+ languages, an AI Answer Improver that polishes agent replies, and an AI Answer Composer that generates accurate responses from your knowledge base. The platform also includes omnichannel ticketing, a built-in call center with 90%+ CSAT, a knowledge base for self-service, and over 200 integrations. Recent 2026 updates include MCP API integration for custom connectors, AI ticket summaries, and smarter time zone handling. LiveAgent is designed for SMBs and mid-market teams wanting to consolidate multiple support tools into one platform.
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Key Features
- AI chatbot for 24/7 support in 100+ languages
- AI Answer Improver to polish agent replies
- AI Answer Composer generates responses from knowledge base
- AI ticket triage and categorization
- AI ticket summary
- Omnichannel ticketing (email, chat, phone, social)
- Built-in call center with IVR and recording
- Knowledge base for self-service and FAQs
- Social media messaging (Facebook, Instagram, X, WhatsApp, Viber, Telegram)
- Live chat with proactive invitations
- Automated ticket distribution and rules
- Canned messages and email templates
- SLA management and reporting
- Mobile apps for iOS and Android
- MCP API for custom connectors (Claude.ai integration)
Real-world workflow fit
Concrete scenarios for the personas LiveAgent actually fits — and what changes day-one when you adopt it.
Support manager at a growing e-commerce brand
You receive 500+ tickets daily across email, chat, and WhatsApp. You set up LiveAgent's AI chatbot to handle common order-status inquiries, and use AI ticket triage to route complex issues to senior agents. Within a week, first-response time drops by 40%.
Outcome: Reduced agent workload by 30% while maintaining CSAT above 90%.
Startup founder with a 3-person support team
You need a single platform for email, live chat, and social media. You sign up for the Medium plan, connect Gmail and Facebook, and set up proactive chat invitations. In 2 hours, your team can handle all channels from one dashboard.
Outcome: Unified inbox eliminates channel switching, saving 2 hours per agent per day.
Customer success lead at a SaaS company
You want to track SLA compliance and CSAT. You configure SLA rules in LiveAgent's Large plan, set up automated ticket distribution by department, and use AI Answer Composer for faster replies. Monthly reports show 95% SLA adherence.
Outcome: Improved SLA compliance from 80% to 95% and reduced average handle time by 20%.
Use Cases
- Consolidate Zendesk, Aircall, and Intercom into one help desk at $49/agent/month.
- Run a multilingual support team with AI translation across 100+ languages.
- Deploy a built-in call center with IVR and recording without a separate voice vendor.
- Track SLA compliance and CSAT across email, chat, and phone in one dashboard.
- Automate up to 75% of conversations using AI chatbot and autoresponder.
- Handle social media messages from Facebook, Instagram, and Twitter in a single inbox.
Models Under the Hood
OpenAI models (GPT-4o, GPT-4.5, GPT-5.5)LiveAgent proprietary AI (Answer Composer, Answer Improver)
Limitations
The UI feels dated compared to Zendesk or Intercom — it's functional but less polished, and onboarding takes longer. AI responses are generic without prompt tuning; expect 3–4 weeks of refinement. The built-in call center is solid but may not match dedicated voice platforms in reliability or integrations. Per-agent pricing scales linearly; the Large tier ($49/agent/month) is where most teams get full features. High-volume call centers may outgrow it.
12-month cost
Project the real annual outlay, including the implied monthly cost when only an annual tier is published.
Annual total
$180
Over 12 months
Effective monthly
$15
Billed monthly
Vendor list price only. Add-on usage, seat overages, and contract minimums are surfaced under Hidden costs & gotchas.
Plans compared
For each published LiveAgent tier: who it actually fits, and what it adds vs. the previous tier. Cross-reference the cost calculator above for projected annual outlay.
Small
$15/agent/mo
Ideal for
Small support teams (1–5 agents) needing basic ticketing and knowledge base with AI answer assistance.
What this tier adds
Starting tier: includes ticketing, 3 email accounts, knowledge base, and AI Answer Assistant.
Medium
$29/agent/mo
Ideal for
Growing teams needing live chat, call center, and proactive chat to boost customer engagement.
What this tier adds
Adds live chat, call center with IVR, unlimited ticket history, time rules, and proactive chat invitations over Small.
Large
$49/agent/mo
Ideal for
Mid-market teams requiring full social media integration and unlimited integrations across 200+ apps.
What this tier adds
Adds SSO, custom roles, time tracking, audit log, social channels (Facebook, Instagram, X, Viber, Telegram, WhatsApp), and up to 150 email accounts over Medium.
Enterprise
$69/agent/mo
Ideal for
Large teams needing multi-brand support, dedicated account manager, and priority service.
What this tier adds
Adds multi-brand support, dedicated account manager, priority support, assisted channels integration, branding free, and scheduled release management over Large.
Integrations
Where the pricing makes sense
The company stage and team size where LiveAgent's pricing actually pencils out — and where peers do it cheaper.
LiveAgent's pricing is competitive for SMBs: Small ($15/agent/mo annual) is a budget entry, but most teams need Medium ($29) for live chat and call center. Large ($49) is the sweet spot for omnichannel. Zendesk's similar tier is around $55/agent/mo. Enterprise ($69) adds multi-brand and priority support. No setup fee, 30-day free trial.
Setup time & first value
How long it actually takes to get something useful out of LiveAgent — broken out by persona, not the marketing-page minute.
A small team (3 agents) can set up email and live chat in under an hour using the guided wizard. Adding social channels and call center takes another 2–3 hours. For a full omnichannel configuration with automation rules, expect 1–2 days. The 30-day trial is enough to get comfortable.
Switching to or from LiveAgent
How to bring data in from common predecessors and how to get it back out — written for the switcher, not the buyer.
Migrating in
- →From Zendesk: Export tickets via CSV, map custom fields, and import into LiveAgent using the built-in migration tool.
- →From Freshdesk: Use LiveAgent's API-based migration wizard to transfer tickets, contacts, and knowledge base articles.
- →From Help Scout: Convert mailboxes, import customers, and set up automation rules; typically a day of work.
- →From Intercom: Export conversation history and use LiveAgent's dedicated onboarding support for migration.
- →From Gmail/Outlook: Forward emails to your LiveAgent ticket address; no migration needed.
Migrating out
- ↗To Zendesk: Export data via LiveAgent API or CSV, then import into Zendesk using its import tool.
- ↗To Freshdesk: Use Freshdesk's migration wizard to pull tickets and contacts from LiveAgent.
- ↗To Intercom: Export conversation history and use Intercom's migration API; manual setup required.
- ↗To Help Scout: Export tickets as CSV and use Help Scout's import tool for limited migration.
- ↗To a custom solution: Use LiveAgent's REST API to extract all data programmatically.
Recent material changes
Pricing, brand, ownership, or deprecation changes worth knowing before you commit. Most-recent first.
- •June 2026: Version 5.65.18 – security improvements, decoupled AI tool-call budget scaling, new API for agent logins/worktime history.
- •June 2026: Monthly product update – smarter time zone handling, AI chatbot enhancements, unified in-panel updates.
- •May 2026: Added AI Agents, AI Work features, and LiveAgent MCP Integration for custom connectors (Claude.ai).
- •February 2026: Added Telegram integration and expanded OpenAI model support.
Resources & Guides
- Resourceliveagent.com
LiveAgent Academy
Helpful link from liveagent.com
- Resourceliveagent.com
Help Desk Software & Live Chat
Helpful link from liveagent.com
- Resourceliveagent.com
Home
The LiveAgent development team pushes out new features, improvements and bug fixes several times per day. Take a look at our latest updates listed here.
- Resourceliveagent.com
Blog
Customer service news focused around help desk software and customer satisfaction. LiveAgent brings you tips and tricks for building loyal customer base and keeping your team productive.
- Resourceliveagent.com
Customer Service Templates
Helpful link from liveagent.com
- Resourceliveagent.com
Checklists
Helpful link from liveagent.com
- Resourceliveagent.com
Typing Test Tool: Measure Your Speed
Helpful link from liveagent.com
- Resourceliveagent.com
Glossary
Helpful link from liveagent.com
Frequently Asked Questions
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Common stack mates teams adopt alongside LiveAgent, with the specific reason each pairing earns its keep.
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