Developer Docs
Build and operate LiveDesk with confidence
LiveDesk Documentation
Welcome to the comprehensive documentation for LiveDesk, your AI-powered customer support helpdesk. This guide will help you set up, configure, and maximize the potential of your customer support system.
Quick Start Guide
Follow these steps to get your AI-powered helpdesk up and running:
Create Your Account
Sign up at LiveDesk with your email or Google account. Verify your email to activate your account.
Create an Organization
Set up your organization with your company name and details. This creates your isolated workspace.
Upload Knowledge Base Documents
Add your FAQs, product documentation, and support articles. The AI will learn from these to answer customer questions.
Configure Your AI Settings
Customize the AI behavior, system prompts, and handoff triggers to match your brand voice.
Install the Widget
Copy the embed code and paste it into your website. The chat widget will appear automatically.
Invite Your Team
Add agents and admins to help manage conversations and handle complex queries.
System Requirements
Browser Support
- Chrome 90+ (recommended)
- Firefox 88+
- Safari 14+
- Edge 90+
Widget Requirements
- JavaScript enabled
- HTTPS connection (required for production)
- No Content Security Policy blocking external scripts
Dashboard Overview
The LiveDesk dashboard is your central command center for managing customer support. It provides real-time insights, conversation management, and configuration options all in one place.
Dashboard Sections
Key metrics and onboarding progress
All customer interactions
Document management
Test your AI responses
Customize your chat widget
Manage team members
Performance metrics
Organization configuration
Organization Switcher
If you belong to multiple organizations, you can switch between them using the organization switcher in the sidebar. Each organization has completely isolated data including:
- Separate knowledge base
- Independent conversations
- Distinct team members and permissions
- Individual billing and subscription
Knowledge Base
The Knowledge Base is the foundation of your AI-powered support. It stores all the information your AI uses to answer customer questions accurately and consistently.
Pro Tip
The more comprehensive and well-organized your knowledge base, the better your AI will perform. Include FAQs, product documentation, policies, and common troubleshooting guides.
Uploading Documents
To add documents to your knowledge base:
- Navigate to Knowledge Base in the dashboard sidebar
- Click the "Add Document" button
- Select your file(s) or drag and drop them into the upload area
- Wait for processing - documents are automatically chunked and embedded
- Once status shows "Ready", your AI can use the content
Note: Large documents may take a few minutes to process. You can continue using the dashboard while processing completes in the background.
Supported Formats
| Format | Extension | Max Size |
|---|---|---|
| PDF Documents | 10 MB | |
| Word Documents | .docx | 10 MB |
| Plain Text | .txt | 5 MB |
| Markdown | .md | 5 MB |
URL Scraping
You can import content directly from web pages:
- Click "Add from URL" in the Knowledge Base
- Enter the full URL (must be publicly accessible)
- Click "Scrape" to fetch the content
- Review the extracted content before confirming
This is ideal for importing help center articles, blog posts, or product pages.
Document Management
The Knowledge Base table shows all your documents with their status:
You can delete documents at any time. Deleted documents are immediately removed from AI responses.
AI Chatbot
LiveDesk uses advanced AI powered by Google Gemini 2.5 Flash to provide instant, accurate responses to customer questions. The AI is the first line of support, handling FAQs and common queries automatically.
RAG Technology
Retrieval Augmented Generation (RAG) is the technology that makes LiveDesk's AI responses accurate and contextual. Here's how it works:
1. Query Embedding
When a customer asks a question, we convert it into a mathematical vector (embedding) that captures its meaning.
2. Vector Search
We search your knowledge base using vector similarity to find the most relevant document chunks.
3. Context Assembly
The top matching chunks are assembled as context for the AI model.
4. Response Generation
The AI generates a response based on the retrieved context, ensuring accuracy and relevance.
5. Streaming Delivery
The response is streamed to the customer in real-time for a natural conversation experience.
AI Playground
The AI Playground lets you test your AI before deploying it to customers:
- Send test messages and see real AI responses
- Verify that your knowledge base covers common questions
- Test system prompts and AI behavior
- Identify gaps in your documentation
Access the Playground from AI Playground in the sidebar (Admin access required).
AI Settings
Configure your AI behavior in Settings → AI Settings:
System Prompt
Define your AI's personality, tone, and behavior. Include your company name, brand voice guidelines, and any specific instructions.
Welcome Message
The first message customers see when they open the chat widget.
Handoff Triggers
Configure when the AI should hand off to human agents (sentiment-based, keyword-based, or manual request).
AI Enable/Disable
Toggle AI responses on or off for your organization.
Response Caching
LiveDesk caches AI responses for frequently asked questions to improve performance and reduce costs:
- Cache duration: 7 days
- Similar questions hit the same cache entry
- Cache is automatically invalidated when knowledge base changes
- Reduces AI API costs for repeated queries
Dynamic Subject Generation
LiveDesk automatically generates clear, contextual subject lines for conversations using AI. This helps organize your support queue and makes it easier to identify and prioritize inquiries at a glance.
Chat Conversations
When a customer starts a chat, the AI analyzes the first few messages and generates a descriptive subject line summarizing the inquiry.
Email Tickets
For emails without clear subjects or with generic titles like "Help needed", the AI generates more descriptive subjects based on the email content.
Benefits
- • Faster ticket triage and prioritization
- • Better organization in conversation lists
- • Improved searchability across tickets
- • Consistent subject formatting
AI Writing Assistant
Help your agents write better, faster responses with built-in AI writing tools. The Writing Assistant is available in both the response box and internal notes sections.
✏️ Grammar & Spelling Check
AI automatically reviews your text for grammar, spelling, and punctuation errors, suggesting corrections to ensure professional communication.
✨ Text Refinement
Improve clarity and professionalism of your responses. The AI can rewrite text to be more concise, friendly, or formal depending on context.
💬 Compose Suggestions
Get AI-powered suggestions for completing your response based on conversation context and your knowledge base content.
Admin Control
Organization admins can enable or disable the AI Writing Assistant from Settings → AI Settings. This gives you control over AI feature usage and costs.
AI Quality & Trust
Research shows 73% of support leaders say customer resistance to AI is a major obstacle. LiveDesk addresses this with a suite of AI quality features that ensure customers are never "trapped" by AI and always have a path to human assistance.
Loop Detection
Automatically detect when AI is repeating itself and offer human escalation
Escape Hatch
Always-visible button for customers to reach a human agent
Confidence Scoring
Show customers how confident the AI is in its response
Emotional Intelligence
Detect customer frustration and adapt responses accordingly
Handoff Summaries
Pass full context to human agents when escalating
Smart Loop Detection
AI chatbots can sometimes get stuck repeating similar responses, frustrating customers who can't get past the loop. LiveDesk automatically detects these patterns and triggers an escape flow.
How It Works
- 1Each AI response is compared to previous responses using semantic similarity
- 2If similarity exceeds 85%, the loop counter increments
- 3After 2-3 similar responses, the system offers human escalation
- 4The conversation is flagged for agent review
Configuration
Loop detection thresholds can be configured per organization. Default: 85% similarity threshold, trigger after 2 similar responses.
Escape Hatch (Always-Visible Human Button)
Customers should never feel trapped when they can't reach a human agent. The "Talk to Human" button is always visible in the widget header.
Features
- Always visible in widget header
- No justification required
- Works with one click
- Shows agent availability status
Behavior
- If no conversation: sends automatic message requesting human
- If conversation exists: triggers handoff directly
- Hidden only when already connected to human
AI Confidence Scoring
Customers don't always trust AI responses. Confidence scoring calculates how reliable an answer is and displays this to users, with auto-escalation for low confidence.
| Score | Level | Action |
|---|---|---|
| 85-100% | High | No indicator shown |
| 70-84% | Medium | "I found relevant information" |
| 50-69% | Low | "I'm not entirely certain" + offer human |
| 0-49% | Very Low | Auto-escalate to human |
Confidence Factors
- Vector similarity of matched knowledge base documents
- Number of matching documents found
- Query specificity and complexity
- Cache hit status (previously verified answers)
Emotional Intelligence Detection
Basic keyword matching misses nuanced frustration, sarcasm, and urgency. LiveDesk uses multi-layer emotional analysis to detect customer sentiment and adapt responses.
| Emotion | Triggers | Action |
|---|---|---|
| Positive | "thank you", "great" | Continue normally |
| Confused | "don't understand", "???" | Add empathy, clarify |
| Impatient | "still waiting", "how long" | Acknowledge, offer alternatives |
| Frustrated | "not working", "ridiculous" | Soften tone, offer human |
| Angry | "furious", "lawsuit" | Immediate escalation |
| Urgent | "emergency", "asap" | Prioritize, fast response |
Tone Adjustments
When frustration is detected, AI automatically adds empathy statements, acknowledges delays, offers alternatives proactively, and uses appropriate opening phrases.
Handoff Summaries & Internal Notes
Customers hate repeating themselves when escalated to a human agent. When handoff occurs, the system generates a comprehensive summary and automatically creates an internal note.
Summary Contents
- Issue summary (one-line description)
- Key points from the conversation
- Solutions the AI attempted
- Customer sentiment & urgency level
- Handoff reason
- Suggested next steps
Automatic Internal Note
When a handoff is triggered, the AI automatically creates an internal note visible only to agents, containing:
- Full AI-generated summary
- Urgency indicator
- Conversation statistics
- Customer information
{
"issueSummary": "Customer unable to reset password",
"keyPoints": [
"Tried password reset 3 times",
"Email not received",
"Account may be locked"
],
"attemptedSolutions": [
"Suggested checking spam folder",
"Provided direct reset link"
],
"customerSentiment": "frustrated (85% confidence)",
"urgency": "high",
"suggestedNextSteps": [
"Verify account email address",
"Check for account lockout"
]
}Intelligent Ticket Routing
Automatically assign conversations to the right agent based on availability, skills, workload, and custom rules. No more manual queue management.
Routing Algorithms
- Round Robin: Distribute evenly across available agents
- Least Busy: Assign to agent with lowest current workload
- Skill-Based: Match tickets to agents with relevant skills
Custom Routing Rules
- Route VIP customers to senior agents
- Match by language or timezone
- Priority-based escalation
Ticket Threading
Automatically link related tickets, detect duplicates, and merge conversations for complete customer context.
Features
- Auto-link tickets from the same customer
- Detect potential duplicate issues
- Merge conversations with message history
- View complete customer history
Smart Canned Responses
Create template responses with dynamic variables that auto-fill customer and conversation data for personalized, consistent replies.
Hi {{customer.name || "there"}},
Thank you for contacting us about ticket #{{conversation.ticketNumber}}.
{{#if conversation.priority == "high"}}
I understand this is urgent and I'm prioritizing your request.
{{/if}}
Best regards,
{{agent.name}}Available Variables
customer.namecustomer.emailconversation.ticketNumberagent.name
Conditional Blocks
{{#if condition}}...{{/if}}{{#else}}...{{/if}}{{variable || "fallback"}}
AI Agent Assist
AI-powered tools to help agents respond faster and more effectively.
Response Suggestions
AI generates reply options based on context
Tone Adjustment
Rewrite messages to be formal, casual, or empathetic
Translation
Translate messages to any language
KB Recommendations
Suggest relevant articles while typing
@Mentions
Collaborate with teammates by mentioning them in conversations. They'll receive instant notifications and can jump right in.
Mention Types
@usernameMention a specific team member@allNotify all team members@agentMention the assigned agent
Internal Notes
Leave private notes on conversations visible only to your team. Perfect for handoffs, context sharing, and collaboration.
Customer Privacy
Internal notes are never visible to customers. They're only shown to agents and admins in your organization.
Notifications
Stay informed about mentions, assignments, and important updates with our notification system.
Notification Types
- @Mention notifications
- New conversation assignments
- Handoff requests
- New messages on watched tickets
Watch Tickets
Watch any conversation to receive notifications when:
- New messages are added
- Status changes
- You are mentioned
Conversations
The Conversations section is where you manage all customer interactions. View chat history, respond to queries, and track support tickets.
Conversation List Features
- • Real-time updates as new messages arrive
- • Search by customer name, email, or message content
- • Filter by status, channel, and assignee
- • Pagination for large conversation volumes
- • Quick actions: assign, change status, add tags
Conversation Statuses
Each conversation has a status that reflects its current state:
Fresh conversation, not yet reviewed
Actively being handled
Awaiting customer response
Issue resolved, awaiting confirmation
Conversation completed
Human Handoff
When the AI cannot fully resolve a query, it can hand off to human agents. Handoff can be triggered by:
- Sentiment Analysis: Detects frustrated or upset customers
- Customer Request: Customer explicitly asks for a human
- AI Uncertainty: AI is not confident in its response
- Manual Trigger: Agent manually takes over the conversation
During handoff, the full conversation history is preserved so agents have complete context. Customers are notified that a human agent will assist them.
Tags & Organization
Use tags to categorize and organize conversations:
- Create custom tags (e.g., "Billing", "Technical", "Feature Request")
- Apply multiple tags per conversation
- Filter conversations by tag
- Track tag analytics to identify common issues
Canned Responses
Save time with pre-written response templates:
- Create templates for common responses
- Use keyboard shortcut or picker to insert
- Personalize templates with variables (customer name, etc.)
- Share templates across your team
Chat Widget
The LiveDesk chat widget is the customer-facing component that you embed on your website. It provides a seamless chat experience with AI and human agents.
Widget Installation
To install the chat widget on your website:
- Go to Widget in your dashboard
- Copy the embed code snippet
- Paste it before the closing
</body>tag of your website - The widget will appear automatically
<script src="https://www.livedesk.help/widget.js" data-org-id="YOUR_ORG_ID"></script>Replace YOUR_ORG_ID with your actual organization ID from the dashboard.
Widget Customization
Customize the widget appearance in Widget → Appearance:
Colors
Primary color, background, text colors to match your brand
Position
Bottom-right (default) or bottom-left placement
Welcome Message
Custom greeting when customers open the chat
Company Logo
Display your logo in the widget header
CORS Configuration
For security, you should configure which domains can use your widget:
- Go to Widget → Security
- Add your domain(s) to the allowed origins list
- Include both www and non-www versions if needed
- For development, add
localhost:3000
Warning: Leaving CORS unrestricted allows any website to use your widget and consume your AI quota.
Team Management
Manage your support team, invite new members, and configure roles and permissions.
Inviting Team Members
To invite a new team member:
- Navigate to Team in the dashboard
- Click "Invite Member"
- Enter their email address
- Select their role (Admin or Agent)
- Click "Send Invitation"
The invitee will receive an email with a link to accept the invitation and create their account.
Roles & Permissions
| Permission | Owner | Admin | Agent |
|---|---|---|---|
| View Conversations | ✓ | ✓ | ✓ |
| Respond to Customers | ✓ | ✓ | ✓ |
| Manage Knowledge Base | ✓ | ✓ | — |
| Configure Widget | ✓ | ✓ | — |
| Invite Team Members | ✓ | ✓ | — |
| View Analytics | ✓ | ✓ | — |
| Manage Billing | ✓ | — | — |
| Delete Organization | ✓ | — | — |
Agent Status
Agents can set their availability status to manage workload:
Available to handle conversations
Temporarily unavailable
Working, limited availability
Not accepting new conversations
Customer CRM
The Customer CRM provides a centralized view of all your customers, their contact information, conversation history across all channels, and internal notes for your team.
Unified Customer View
See all conversations from a single customer across widget, email, Telegram, and other channels in one place.
Customer Profiles
Each customer profile contains:
Customer's display name
Contact email address
Phone number for follow-ups
All IPs used to contact you
Track returning visitors
Engagement timestamps
To edit a customer, click on their row in the customer list, then click the "Edit" button to modify their information.
Notes & Conversation History
The customer detail page shows:
- Internal Notes: Add private notes visible only to your team
- Conversation History: All conversations across every channel
- Channel Icons: Quickly identify where each conversation came from
- Status Badges: See if conversations are open, pending, or resolved
Pro Tip: Use notes to document customer preferences, past issues, or important context that helps your team provide better support.
Custom Fields
Organizations can define custom fields to track additional customer data specific to their business needs:
Supported Field Types
Account ID, Company Name
Order count, Loyalty points
Subscription date, Birthday
VIP status, Email verified
Plan type, Region
Special instructions
Voice Calls
LiveDesk supports AI-powered voice calls for real-time customer support (Enterprise plan feature).
Enterprise Feature: Voice calls are available on the Enterprise plan. Contact sales for more information.
Voice Setup & Configuration
Voice calls use WebRTC for real-time audio streaming:
- Automatic voice-to-text transcription
- AI responds using text-to-speech
- Full conversation history with transcripts
- Handoff to human agents with audio context
Voice Recordings
All voice calls are recorded for quality assurance:
- Recordings stored securely with encryption
- Playback available in conversation history
- Automatic transcription included
- Configurable retention period
Analytics
Track your support performance with comprehensive analytics and reporting.
Conversation Metrics
All conversations in selected period
Currently open and pending
Percentage of solved conversations
Time to first response
Time to resolve issues
Based on feedback ratings
Agent Performance
Track individual agent metrics:
- Conversations handled per agent
- Average response time per agent
- Resolution rate per agent
- Customer satisfaction per agent
- Online time and availability
AI Performance Metrics
Comprehensive AI performance tracking for continuous improvement:
Key Metrics
Track how confident AI is in responses
Percentage of queries with knowledge base matches
Times AI got stuck in repetitive patterns
Percentage of conversations requiring human help
Conversations fully resolved by AI
Milliseconds to generate AI responses
Training Recommendations
The system analyzes failed queries and groups them by topic, providing actionable suggestions for improving your knowledge base. Review these regularly to enhance AI accuracy.
Customer Satisfaction Surveys
Collect feedback at key moments to understand customer satisfaction:
Simple thumbs up/down after AI responses
Shown after AI answers
1-5 star rating after agent interactions
Shown after agent response
Ask if issue was resolved
Shown when conversation closes
Survey Fatigue Prevention
Smart controls prevent survey overload:
- Minimum hours between surveys per customer
- Maximum surveys per week limit
- Skip surveys for quick resolutions
- Configurable delays before showing
Quality Assurance System
Maintain high support quality with systematic agent reviews:
QA Features
Automatically queue conversations for review based on configurable sample rates
Create scoring criteria tailored to your quality standards
Track improvement with structured coaching sessions and action items
View leaderboards and trend analysis over time
Auto-Queue Triggers
Automatically queue conversations for review when:
- Customer gives low CSAT rating
- Conversation was escalated from AI
- Agent is new (higher sample rate for first 30 days)
- Conversation exceeds message count threshold
Email Ticketing
LiveDesk can process incoming emails as support tickets, creating conversations that agents can respond to directly.
Email Setup
To enable email ticketing:
- Configure your email forwarding to our webhook endpoint
- Set up your support email address (e.g., support@yourdomain.com)
- Configure auto-responses and routing rules
- Test with a sample email
Email Threading
LiveDesk automatically threads email replies together:
- Reply emails are matched to existing conversations
- Full email history displayed in conversation view
- Rich text email responses supported
- Attachments preserved in threads
Omnichannel Support
LiveDesk's Omnichannel feature brings all your customer conversations from multiple platforms into a single unified inbox. No more switching between apps—manage everything from one dashboard.
Unified Inbox Benefits
- • View all conversations in one place
- • AI responds on every channel
- • Seamless handoff to human agents
- • Full conversation history across channels
Available
Available
Available
Coming Soon
Available
Available
Telegram Setup
Connect your Telegram bot to receive and respond to customer messages:
Create a Telegram Bot
Open Telegram, search for @BotFather, and send /newbot. Follow the prompts to create your bot and receive a bot token.
Navigate to Channel Settings
Go to Settings → Channels in your LiveDesk dashboard.
Connect Telegram
Click 'Connect' on the Telegram card and paste your bot token.
Test the Connection
Click 'Test Connection' to verify your bot is responding. The webhook is automatically configured.
Start Receiving Messages
Customers can now message your bot on Telegram. Messages appear in your Conversations inbox with the Telegram icon.
Tip: Keep your bot token secure. Never share it publicly. You can regenerate it via @BotFather if compromised.
Facebook Messenger Setup
Connect your Facebook Page to receive and respond to customer messages via Messenger:
Create a Facebook App
Go to developers.facebook.com, create a new app (choose 'Business' type), and add the 'Messenger' product.
Generate a Page Access Token
In your app's Messenger settings, connect your Facebook Page and generate a Page Access Token.
Connect in LiveDesk
Go to Settings → Channels, click 'Connect' on Messenger, and enter your Page ID and Access Token.
Configure Webhook in Facebook
In your Facebook App, add a webhook subscription. Use the Callback URL and Verify Token shown in LiveDesk. Subscribe to the 'messages' event.
Set App to Live Mode
Switch your Facebook App from Development to Live mode. Complete any required App Review if needed for public use.
Start Receiving Messages
Customers can now message your Page on Facebook. Messages appear in your Conversations inbox with the Messenger icon.
Note: For testing, you can use your app in Development mode with your own Facebook account. For public use, complete Facebook's App Review process.
Instagram Setup
Connect your Instagram Professional account to receive and respond to Direct Messages:
Instagram Professional Account
Your Instagram account must be a Business or Creator account, connected to a Facebook Page.
Create or Use Existing Facebook App
Go to developers.facebook.com and add the 'Instagram' product. You can use the same app as Messenger.
Get Page Access Token
Generate a Page Access Token for the Facebook Page connected to your Instagram account.
Connect in LiveDesk
Go to Settings → Channels, click 'Connect' on Instagram, and enter your Facebook Page ID and Access Token.
Configure Instagram Webhook
In your Facebook App, add a webhook for Instagram. Use the Callback URL and Verify Token shown in LiveDesk. Subscribe to 'messages' event.
App Review (for public use)
Complete instagram_manage_messages permission review in Facebook App Review to message users beyond testers.
Important: Instagram messaging requires the instagram_manage_messages permission. For production use, submit for App Review in Facebook's developer console.
Channel Configuration
Each connected channel can be configured independently:
- Enable/Disable: Toggle channels on or off without disconnecting
- Test Connection: Verify the channel is working properly
- Disconnect: Remove the channel configuration entirely
Filtering Conversations by Channel
Use the channel filter pills in the Conversations sidebar to view messages from specific channels:
Handoff & Routing
AI-to-human handoff works seamlessly across all channels:
Automatic Handoff
When AI can't answer a question (uses fallback response), the conversation is automatically flagged for human agent review. A handoff request is created and agents are notified.
Agent Reply
When an agent replies to a Telegram conversation, the message is automatically sent to the customer via Telegram. No manual switching required—just reply from the dashboard.
Channel Indicator
Each conversation displays its source channel (Widget, Email, Telegram, etc.) so agents always know where the customer is messaging from.
Customer Portal
The Customer Portal empowers your customers to log in and manage their support interactions across all channels. Customers can view past conversations, reply to ongoing tickets, and start new support requests—all from a branded self-service portal.
View Conversations
See all past chat, email, and social interactions
Reply to Tickets
Continue conversations with real-time updates
New Requests
Start new support conversations from the portal
Channel History
Widget, Email, Telegram, Facebook, Instagram
Unread Indicators
See which conversations have new replies
Custom Branding
Match your brand with custom domains (Enterprise)
Setup & Configuration
The Customer Portal is available at portal.livedesk.help.
Enable Portal Access
Portal is enabled by default. Customers with verified emails can sign up.
Customer Linking
When customers sign up, their auth account is linked to existing conversation history via email matching.
Branding
The portal uses your organization's name and branding configured in settings.
Share Portal Link
Share portal.livedesk.help with customers or add a link to your website/emails.
Customer Authentication
Customers can authenticate using multiple methods:
Traditional signup with email verification
Passwordless login via email link
New signups automatically linked to existing conversations by email
Security: All portal access is protected by row-level security. Customers can only view their own conversations and are never shown internal notes.
Custom Domain (Enterprise)
Enterprise customers can use their own custom domain for the customer portal, providing a fully branded experience (e.g., support.yourcompany.com).
Setup Steps
- Go to Organization Settings → Custom Domain
- Enter your desired subdomain (e.g., support.yourcompany.com)
- Add the provided CNAME record to your DNS settings
- Wait for DNS verification (usually 1-24 hours)
- Once verified, customers can access the portal at your custom domain
DNS Configuration
Type: CNAME
Name: support
Value: portal.livedesk.help
Billing & Plans
LiveDesk offers flexible pricing plans to fit your needs.
Free
$0
- 100 conversations/mo
- 1 team member
- Basic AI
- Chat widget
Pro
$49/mo
- Unlimited conversations
- 3 team members
- Advanced AI
- Priority support
- Analytics
Enterprise
$99/mo
- Everything in Pro
- 5 team members (expandable)
- Voice calls
- Screen sharing
- Custom integrations
Plan Limits
Each plan has specific limits:
| Limit | Free | Pro | Enterprise |
|---|---|---|---|
| Team members | 1 | 3 (+$5/user) | 5 (+$5/user) |
| Knowledge base | 50k chars | 200k chars | 500k chars |
| Voice calls | — | ✓ | ✓ |
| Screen sharing | — | — | ✓ |
| Custom domain | — | — | ✓ |
| Remove branding | — | ✓ | ✓ |
Managing Your Subscription
Manage your subscription in Billing (Owner access required):
- View current plan and usage
- Upgrade or downgrade plans
- Update payment method
- View billing history and invoices
- Cancel subscription
Settings
Configure your organization settings to customize LiveDesk for your needs.
General Settings
- Timezone: Set your organization's timezone for accurate timestamps
- Business Hours: Define when agents are available
- SLA Settings: Configure response time targets
Organization Settings
- Organization Name: Your company name displayed in communications
- Logo: Upload your company logo
- Support Email: Reply-to address for email notifications
Notification Settings
Configure when and how you receive notifications:
- Email notifications for new conversations
- Email notifications for handoff requests
- Browser push notifications
- Weekly summary reports
Security Settings
- API Keys: Generate and manage API keys for integrations
- Session Management: View and revoke active sessions
- Two-Factor Authentication: Enable 2FA for added security
- SSO Configuration: Set up single sign-on (Enterprise)
API Reference
LiveDesk provides APIs for integration with your existing systems.
Widget API
The widget can be controlled programmatically:
// Initialize widget
livedesk('init', { orgId: 'YOUR_ORG_ID' });
// Open the widget
livedesk('open');
// Close the widget
livedesk('close');
// Set customer data
livedesk('identify', {
email: 'customer@example.com',
name: 'John Doe',
customData: { plan: 'pro' }
});
// Listen to events
livedesk('on', 'message', (data) => {
console.log('New message:', data);
});Webhooks
Receive real-time notifications via webhooks:
conversation.created- New conversation startedconversation.updated- Status or assignment changedmessage.created- New message in conversationhandoff.requested- Human handoff triggered
Security & Privacy
LiveDesk takes security seriously. Here's how we protect your data.
Data Security
- Encryption in Transit: All data encrypted with TLS 1.3
- Encryption at Rest: Database encrypted with AES-256
- Access Controls: Role-based permissions
- Audit Logs: All actions logged for accountability
- Regular Backups: Automated daily backups
Compliance
LiveDesk is designed to help you maintain compliance:
- GDPR: Data processing agreements, right to erasure
- CCPA: California Consumer Privacy Act compliance
- SOC 2: Type II certification (Enterprise)
Data Retention
- Conversation data retained for 2 years by default
- Configurable retention periods (Enterprise)
- Data export available on request
- Complete deletion within 30 days of account closure
FAQ
General Questions
What is LiveDesk?
LiveDesk is an AI-powered customer support helpdesk that uses RAG technology to provide instant, accurate responses to customer questions while seamlessly handing off to human agents when needed.
How does the AI learn from my knowledge base?
When you upload documents, we chunk them into smaller pieces, generate vector embeddings, and store them for semantic search. When a customer asks a question, we find the most relevant chunks and use them as context for the AI response.
Can I use LiveDesk without AI?
Yes! You can disable the AI and use LiveDesk purely as a helpdesk for your human agents. The AI can be toggled on or off in settings.
Technical Questions
Which AI model does LiveDesk use?
LiveDesk uses Google Gemini 2.5 Flash for fast, accurate responses and Google text-embedding-004 for semantic search embeddings.
How do I install the widget on a single-page app (SPA)?
The widget script can be loaded dynamically. Initialize it after your app mounts with livedesk('init', { orgId: 'YOUR_ORG_ID' }). The widget handles SPA navigation automatically.
What happens if the AI can't answer a question?
If the AI is uncertain or the customer seems frustrated, it will automatically offer to connect them with a human agent. You can also configure specific handoff triggers in settings.
Billing Questions
Can I try LiveDesk for free?
Yes! Our Free plan includes 100 conversations per month, perfect for testing and small businesses. No credit card required.
What happens if I exceed my plan limits?
We'll notify you when you're approaching your limits. If you exceed them, AI responses will be paused until the next billing cycle or until you upgrade your plan.
Can I cancel anytime?
Yes, you can cancel your subscription at any time. You'll continue to have access until the end of your current billing period.
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