LiveAgent review
Bottom line
LiveAgent is a cloud help desk that puts email, chat, calls and social messages into one ticket inbox, with AI agents built into the workflow. Its clearest strength is that AI is included in every plan with no per-resolution fee, and the buyer pays its own AI provider directly. The main cost to watch is the tier you need: Starter excludes social channels, phone and reporting, and the flat-fee Enterprise plan starts at $3,999 a month. Small and growing support teams that want every channel in one place should pick it.
What is LiveAgent?
LiveAgent is cloud help desk software that brings email, live chat, phone calls, social media messages and contact forms into one shared inbox. Each message becomes a ticket that a team can assign, answer and track until it is solved. It is built for small and growing support teams that would otherwise juggle a separate tool for each channel. More than 7,000 businesses use it, and it has been made by Quality Unit since 2004.
Day to day, incoming messages land in one inbox where rules assign, tag and remind agents, and every ticket keeps its full history. Agents can see what website visitors type before they send it in live chat. A knowledge base publishes help articles and FAQs so customers can find answers on their own, and the AI chatbot answers from the same articles. The AI Answer Assistant writes a full reply or improves an agent's draft, and the agent reviews it before sending. An AI Ticket Summary turns long threads into Issue, Resolution and Open Items summaries. Phone support uses phone menus, call routing and recording on the customer's own phone provider and numbers.
Freelancers, small businesses, mid-size businesses and enterprises all appear among the typical customers. Pricing is per agent per month across three tiers: Starter, Team and Business. Annual billing lowers the rate, and monthly billing is available at a higher rate. Enterprise is a flat monthly fee with 80 agents included. A 30-day free trial requires no credit card. AI features carry no LiveAgent fee. The buyer connects an AI provider and pays that provider directly, which the vendor estimates at about 1 to 2 cents per AI-resolved chat.
What sets LiveAgent apart is that AI is included in every plan instead of being sold as a per-resolution add-on. The chatbot can run on any AI provider, and each chat button can have its own agent with its own model and tools. Phone and social channels sit inside the same help desk rather than in a separate contact center product, starting at the Team tier. Free migration brings tickets, contacts and knowledge base over from Zendesk, Freshdesk, Help Scout and other help desks.
Who it's for
- Small and growing support teams
- Teams handling email, chat and social messages together
- Businesses that take phone support and want calls in the same help desk
- Teams that want AI on every plan without per-resolution fees
Who should look elsewhere
- Organizations that must host their help desk on their own servers, since LiveAgent is cloud only
- Teams that need a permanent free plan
- Large contact centers that need only a per-seat price with no tier limits
Typical uses
- Answering customer email and chat from one shared inbox
- Deflecting common questions with an AI chatbot and a knowledge base
- Routing and recording inbound phone calls alongside tickets
- Responding to Facebook, Instagram, WhatsApp and X messages from the same queue
- Summarizing long ticket threads so agents can resolve cases faster
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LiveAgent alternatives and comparisons
LiveAgent is the only help desk product we list so far. Browse the category as more are added.
