LiveAgent is a full-spectrum help desk crafted for teams that want tickets, live chat, voice, and social all handled in one place. The platform also includes a built-in knowledge base and AI features that span every plan.
What’s great is that support teams adopting LiveAgent can centralize customer interactions while still offering self-service and automation.
Generally speaking, LiveAgent is a great fit for teams juggling multiple channels and seeking a unified system. It’s built for businesses that want to provide omnichannel support instead of stitching together many different tools. Currently, over 9.000 live sites are using it[1].
However, several users warn of performance issues, and managing departmental email inboxes or schedules can get cumbersome under heavy load.
So, the real question arises: is this tool really a good choice for your particular needs?
Stay tuned as we explore LiveAgent’s core features, pricing, pros and cons, and how it compares to competitors like Tidio.
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LiveAgent pros and cons
On the plus side, LiveAgent is an omnichannel tool that serves customers in a way that avoids using multiple systems. Its inclusion of AI features across all plans also makes automation accessible from day one.
At the same time, some reviewers point out areas for improvement, particularly the interface complexity and mobile usability, that teams should factor into their decision.
Here’s a closer look:
Pros
- True omnichannel service experience: LiveAgent brings email tickets, chat, calls, and social messages into one unified inbox.
- Built-in AI tools on every plan: from Small to Enterprise, you get access to both an AI chatbot and an AI answer assistant.
- Multilingual by design: the UI and help center support multiple languages, making it suitable for global teams.
- Full call center included: starting with the Medium plan, you get voice, IVR, agent ratings, and SLA rules.
Cons
- Feature complexity can overwhelm: some users mention it feels daunting at first due to the sheer number of options.
- Mobile app experience lags: feedback points to limited functionality and usability issues in the mobile interface.
Read more: Check out the detailed Drift review and explore its pros, cons, and pricing.
LiveAgent pricing and value for money
LiveAgent’s pricing is one of the areas where the platform appeals to many support teams. Instead of complicated usage models, it charges a clear per-agent fee, with tiers that add more advanced functionality as you move up. This structure makes it predictable for budgeting while still giving companies the option to scale into features like voice or enterprise-level management as they grow.
Here are LiveAgent pricing plans:
- Small Business: (starts around $19/agent/month, billed yearly): includes chat, ticketing, knowledge base, contact forms, automation, integrations, and languages.
- Medium Business (around $35/agent/month): adds call center support, proactive chat invites, agent ratings, SLAs, and reporting.
- Large Business (about $59/agent/month): includes social channels, SSO, roles, time tracking, and audit logs.
- Enterprise (around $85/agent/month): unlocks account management, white-labeling, priority support, and custom billing.
LiveAgent offers a generous 30-day free trial, giving teams a full experience before committing.
Read more: Learn all about chatbot pricing and how much a bot costs.
How LiveAgent aids customer service
LiveAgent brings together ticketing, voice, chat, and customer self-service into one experience. AI is also there to handle basic questions and keep agents focused on complex issues.
Let’s check out its core functionalities and see how they compare against Tidio.
Shared inbox and collaboration tools
LiveAgent’s help desk ticketing system brings conversations from email, chat, and social media into one place. Some of the features include agent collision detection to prevent duplicate work, departments for routing, SLAs to track response times, and canned responses for faster replies. The tool also maintains unlimited ticket history with audit logs, ensuring teams can collaborate smoothly and keep every interaction organized.
Tidio tip: Tidio also includes a built-in help desk and shared inbox tool with ticketing workflows, SLAs, and departments. On top of using the help of Lyro AI to handle repetitive requests, agents can automatically assign or close tickets and collect feedback when a ticket is resolved.
The Muzzle Movement, a pet products company, used Tidio’s ticketing system alongside Lyro AI. By building a knowledge base and deploying Lyro AI for ticket handling, they managed over 1,200 monthly tickets with a 74% AI resolution rate.
Read more: Check out our Muzzle Movement case study for more details.
Knowledge base
LiveAgent’s help center can host multiple knowledge bases, each with its own branding, content, and even a custom domain. This makes it possible to maintain separate portals for different products or markets from a single account.
The system also supports multilingual setups, letting teams publish articles in several languages and tailor resources to diverse audiences. In addition, admins can choose to create public or internal articles, forums, and feedback sections. This turns the help center into a searchable hub that integrates directly into daily support workflows.
Tidio tip: Lyro can answer straight from your knowledge base, working with content you add manually or by linking sources.
A strong example comes from Your KAYA, an eco-friendly personal care brand. By training Lyro with more than 300 knowledge base articles, they automated 75% of customer inquiries. This not only streamlined ticket handling but also freed consultants to focus on more complex issues, showing how Lyro balances efficiency with personalized care.
Read more: Explore the benefits, tools, and elements of an AI knowledge base. Also, be sure to learn how to use Lyro’s knowledge base.
Let Lyro own your support queue while your team drives growth
Live Chat (widget)
LiveAgent’s live chat tool is designed to be fast and responsive, with widgets that can be customized to match your brand. Agents can see real-time visitor tracking data and use typing previews to anticipate customer messages. In addition, they can send or receive file attachments during conversations.
The chat system also supports proactive invitations, so teams can reach out to visitors browsing specific pages or hesitating at checkout. Moreover, the widget is mobile-friendly, ensuring conversations work smoothly across devices.
Tidio tip: Tidio goes beyond standard chat by adding proactive chat starters and automation flows right out of the box. Teams can set up greetings based on user behavior or trigger personalized flows to guide visitors.
At Ad Hoc Atelier, over half of the website visitors who clicked to chat converted into paying customers after adopting Tidio’s live chat.
Thanks to Tidio we’re really fast at replying to the customers at any hour. This is very helpful because I think the success of customer service depends a lot on how fast you are at replying to the consumer.
Workflows and automation
LiveAgent offers a solid set of CS automation tools to streamline support. Automation rules can assign tickets, add tags, or send notifications, while time rules handle escalations and follow-ups.
On top of that, built-in SLAs let managers track response standards, and the call center includes IVR flows as well as queue management for voice routing. Also, there is the new AI answer assistant in the background that drafts responses in different tones and provides editing options to speed up agent productivity.
Tidio tip: Instead of just drafting replies or routing tickets, Tidio’s Lyro AI resolves repetitive requests on its own. To keep conversations aligned with a company’s style, Lyro offers friendly, formal, or neutral personality options, as well as the ability to further customize its tone of voice.
Suitor, an Australian suit rental company, automated up to 85% of customer service with Lyro, while cutting average response times from 3 minutes to just 6 seconds.
I’m so much happier because we can trust that the customer service is being taken care of by the chatbot.
Reporting and analytics
LiveAgent provides a wide set of reporting tools that track how your team and channels perform. From the main dashboard, you can monitor ticket volume, agent activity, response and resolution times, and SLA compliance.
More detailed views break down the insights by department, agent, tag, or channel. Managers can also export all of the reports or visualize them through bar, line, and pie charts.
Tidio tip: Tidio offers reports on agent performance, resolution, and answer rates, as well as ticket-related metrics as part of its core platform. At Gecko Hospitality, daily auditing showed that about 90% of conversations were fully handled by Lyro AI with accurate responses, while lead generation flows delivered 257 new prospects in just six months.
Read more: Here are key chatbot analytics and metrics you should keep track of.
LiveAgent’s platform experience and technical performance
LiveAgent aims to combine the breadth of an enterprise tool with the usability that smaller teams need. It succeeds in many areas, especially with its unified workspace, but, as user reviews show, it also has a few rough edges that matter in practice.
User experience and interface
The dashboard brings tickets, chats, calls, and social messages into one workspace. While users appreciate the visibility and structure, recent G2 reviews[1] note that the platform can feel complex at first.
Setup and customization
You’ll find brand control, custom domains, and chat widget settings readily available, along with 24/7 support. Setup is quick for basic flows, though deeper configuration may need expertise.
Integrations
LiveAgent offers a robust integration ecosystem, featuring 130+ built-in ticketing system features and over 150 third-party integrations. This includes VoIP partners, CRMs, ecommerce tools, and social messaging platforms like WhatsApp (via Twilio or 360dialog) and Facebook Messenger.
Read more: Check out the best AI tools for ecommerce available.
Performance and reliability
By consolidating channels and including a call center, LiveAgent minimizes tool-switching and keeps everything centralized. This is especially helpful for fast-paced teams. Performance-wise, LiveAgent maintains an excellent track record, achieving an average uptime of around 100%[1], with average system response times typically around 120 milliseconds.
Customer support and documentation
LiveAgent offers a rich help center, academy, and 24/7 support. Reviews often point to the platform’s responsive support team and practical, user-focused approach.
LiveAgent alternatives and competitors
LiveAgent has carved out a niche as an all-in-one solution, but it competes against other well-established platforms. Each alternative offers a slightly different approach, making it worth comparing. Here’s a brief overview of some competitors:
Tidio
Tidio simplifies setup and offers multilingual AI automation through Lyro. With built-in chat and proactive messaging, it’s ideal for teams seeking conversational support and predictable pricing.
Zendesk
Zendesk delivers enterprise-grade ticketing, complex workflows, and powerful analytics. It handles regulated environments and large-scale operations with precision, offering deep configurability and omnichannel routing.
Freshdesk
Freshdesk strikes a balance between usability and feature depth. It supports chat, email, automation, and self-service while remaining approachable for growing teams. This makes it ideal for businesses that want flexibility over complexity.
In short, if a unified communication platform is key, LiveAgent delivers heavily. But if lightweight automation and transparent costs matter most, Tidio might be more cost-effective long-term.
LiveAgent final verdict and recommendation
LiveAgent is a strong performer for teams needing real-time, omnichannel support with native AI and voice capabilities. Its strengths include flexible automations and powerful integrations.
That said, the platform comes with complexity that may overwhelm smaller teams, and mobile usability could benefit from improvements.
Tidio, on the other hand, is built for speed and simplicity, offering Lyro AI that resolves repetitive questions in multiple languages and a multichannel inbox that unifies live chat, email, and social messaging. With proactive flows thrown into the mix, Tidio helps teams deliver fast, consistent support without the heavy setup.
So, for companies that want automation to scale alongside personal service, Tidio provides a more streamlined path.
Let Lyro own your support queue while your team drives growth
FAQ
Tidio is a customer communication platform that combines live chat, AI automation, and help desk features in one workspace. Its Lyro AI Agent handles conversations in multiple languages and can draw directly from a company’s knowledge base, making it easy to deflect repetitive tickets.
Tidio focuses on quick setup and cost-efficient AI. It includes proactive engagement, multilingual chat, and automation. LiveAgent, on the other hand, emphasizes a full omnichannel suite with a built-in call center and social media integrations.
LiveAgent supports email, live chat, and voice. It also connects with social platforms like Facebook, Twitter, Viber, and WhatsApp (via Twilio or 360dialog).
Yes. All current plans include AI features. These include the AI chatbot to handle simple customer queries and the AI answer assistant to help agents draft responses. The Answer assistant uses your OpenAI API key to generate suggestions and edits.
Yes, LiveAgent offers a 30-day free trial with access to core features, giving teams a full month to test the platform before committing. No credit card is required to sign up.
