LiveAgent review

LiveAgent is a per-agent help desk from Quality Unit that puts email ticketing, live chat, a knowledge base, a customer portal, a call center and social channels in one inbox ^1,6. Plans run from $15 to $69 per agent a month on annual billing, with month-to-month billing and a 30-day free trial ¹.

It suits small and midsize teams that want broad channel coverage for little money. The call center includes IVR, queueing and recording, and Facebook, Instagram, X, Viber, Telegram and WhatsApp are built in ¹. Key features are spread across plans: SLAs and phone start on Medium, and social channels are paid extras below Large ¹.

LiveAgent's AI runs on FlowHunt, an AI platform from the same company ². The AI Chatbot sits in the chat button, answers from the websites, documents and FAQs you connect, and hands harder cases to agents with context ^4,6. The AI Autoresponder answers incoming tickets from your knowledge sources and can close them through rules, or post a draft as a private note for an agent to approve ⁵. For agents, the AI Answer Assistant drafts and refines replies, and AI also summarises, triages and tags tickets and filters spam ¹. LiveAgent documents no actions in other systems, such as order lookups or refunds ^4,14.

Billing is separate. Every AI feature needs an active FlowHunt subscription and uses FlowHunt credits ². FlowHunt plans are priced only in euros, from €50 a month for 50 credits to €500 for 500 ³. LiveAgent adds no fee of its own, and the vendor says most chatbot queries cost about half a cent, but credit use varies with the model and the question ^2,4.

A 10-agent team on Small business pays $150 a month billed annually, or $190 month to month ¹. That plan covers 3 email accounts, 2 chat buttons and 1 knowledge base; SLAs and the call center need Medium at $29 per agent, and Facebook, X, Viber and WhatsApp cost $39 a month each below Large ¹. Extra knowledge bases are $19 a month each ¹. AI comes on top through a FlowHunt subscription priced only in euros, starting at €50 a month for 50 credits ³. There are no contracts, and extra seats added mid-term are billed at the same rate ¹.

LiveAgent publishes DPA templates for the EU, US and Asia and will sign a customer's own template ⁹. Customers can keep data US-only or Europe-only ⁸. The sub-processor list names AWS in Germany, Ireland, Northern California and Singapore, while the GDPR page names Linode data centers in Germany, the UK and Slovakia ^9,10. LiveAgent's FAQ says the product itself is not SOC 2 or ISO certified and relies on AWS's certifications; an older 2023 FAQ claims ISO 27001 ^11,12. It holds no HIPAA certification ¹³. OpenAI is the only AI sub-processor listed, and there is no published statement on whether customer data trains AI models ¹⁰.

LiveAgent scores 4.5 from 1,537 reviews on G2, 4.7 from about 1,790 on Capterra and 4.7 from 1,786 on GetApp ^15,16,18. Reviewers praise its integrations and quick ticket handling ¹⁸. The most common complaints are glitches and instability, and some find parts of the interface hard to learn ^17,18. Named customers with public stories include M4Markets, CS Apparel Group, CVFR Travel Group, AquaSprouts, Ready2Order and WebSupport ⁶.