A clear look at LiveAgent AI pricing and features in 2025

So, you're looking at AI to help your support team handle the flood of tickets. It makes total sense. LiveAgent is probably on your list since it's a well-known help desk with built-in AI tools. But figuring out what you actually get and how much it will really cost can feel like a bit of a maze.

This guide is here to clear things up. We’ll give you a straightforward look at LiveAgent's AI features, unpack the details of LiveAgent AI pricing, and point out the limitations you should know about. By the end, you'll have a much better idea if it’s the right move for your team.

What is LiveAgent?

Think of LiveAgent as an all-in-one command center for customer service. It pulls everything, emails, live chats, phone calls, social media messages, into one shared inbox. The goal is to give your team a single place to manage every customer conversation without juggling a dozen different apps.

LiveAgent's universal inbox, which centralizes customer conversations from various channels. Understanding this core feature is key to evaluating LiveAgent AI pricing.

It's packed with features like automation rules and reporting, and it connects with other business tools. More recently, LiveAgent added AI features, like an AI Chatbot and an AI Answer Assistant, to help teams automate some of their work. While having everything in one place sounds great, this all-in-one approach can make setup and pricing more complicated than you might expect.

A breakdown of features included in LiveAgent AI pricing

LiveAgent gives you two main AI tools to work with. They're included in all their current plans, which is a good start, but it's worth taking a closer look at how they actually work and where they fall short.

The AI Answer Assistant's impact on LiveAgent AI pricing

The AI Answer Assistant is basically a writing buddy for your agents when they're answering customer emails. It uses ChatGPT to help draft replies, but here’s the big catch: you have to connect your own OpenAI API key. This means you’ll get a separate bill from OpenAI for any usage, on top of what you’re already paying LiveAgent.

Here’s what it can do:

• Draft replies: It can generate a starting point for an email response.

• Adjust the tone: You can tell it to sound casual, neutral, or more professional.

• Tweak text: It has some quick options to improve, lengthen, or shorten text.

• Use custom prompts: Agents can type their own instructions to get more specific results.

While it can definitely speed things up, having to bring your own API key adds a technical step and makes your monthly costs unpredictable. It’s also more of a general writing helper than a true support AI that understands your business inside and out.

The AI chatbot's role in LiveAgent AI pricing

LiveAgent’s AI Chatbot can be added to your website's chat widget to handle basic customer questions on its own. It works by searching your LiveAgent knowledge base for answers.

Here’s the gist of its functions:

• Answers simple questions: It pulls information from your knowledge base articles to respond to common queries.

• Captures leads: If it gets stumped or a customer seems ready to buy, it can ask for their contact info.

• Escalates to a human: When a conversation gets too tricky, it knows to hand it off to a live agent.

A look at LiveAgent's chat interface, where the AI chatbot would operate. The effectiveness of this feature is a key part of evaluating LiveAgent AI pricing.

The main drawback here is that the chatbot is only as good as your LiveAgent knowledge base. If the information isn't written down in an article, the bot has no way of knowing the answer. It can’t learn from other company documents or past tickets, which leaves some pretty big knowledge gaps.

Understanding the real LiveAgent AI pricing

On the surface, LiveAgent AI pricing seems to be wrapped into its standard per-agent plans. But when you dig in, you find that the total cost can be a lot higher than the price tag suggests, thanks to plan limits and paid add-ons.

Sure, the AI features are available on every plan, but the tools you need to make them effective (like a good knowledge base or social media channels) are often locked away in the more expensive tiers.

Here's how their plans stack up (when billed annually):

As you can see, you technically get the AI features on the $15/agent/month Small plan, but that plan is pretty restrictive. You're limited to just one knowledge base and three email accounts, which doesn't give the AI much to work with. And if you want to connect to Facebook or Twitter, that’s an extra $39 per month for each channel on the Small and Medium plans. The costs add up fast.

This structure almost pushes you to upgrade or keep paying for add-ons. It's a different world from platforms like eesel AI, which offers clear, interaction-based pricing. With eesel AI, all features and integrations are included, and you don’t pay extra for AI-powered resolutions, which makes budgeting a whole lot easier.

Key limitations and setup challenges

LiveAgent has been around for a while and has a lot of features, but customer reviews often point out a few key challenges, especially when it comes to getting started and being flexible.

A steep learning curve

Unlike newer, AI-first platforms built for simplicity, LiveAgent can be a beast to set up. Reviewers on sites like G2 often mention a "steep learning curve" and feeling overwhelmed by the sheer number of settings. That’s a stark contrast to the modern tools that you can get up and running in a few minutes.

For example, its AI can only learn from content inside the LiveAgent ecosystem. If your team's knowledge is scattered across places like Confluence, Notion, or Google Docs, LiveAgent’s AI can’t see it. This means you either have to manually copy everything over to its knowledge base or accept that your AI will be working with incomplete information.

The "rip-and-replace" approach

LiveAgent isn't something you can just add on top of your current workflow. It’s built to be your entire help desk](https://hiverhq.com/blog/liveagent-review), which means switching to its AI requires moving your whole support operation onto their platform. That’s a massive project that can disrupt your team for weeks or even months.

Modern tools like eesel AI take a much friendlier approach. It plugs directly into the help desk you already use, whether that's Zendesk or Freshdesk, with just a few clicks. It works with your existing tools instead of making you replace them. You can go live in minutes, not months, and connect all your knowledge sources without a painful migration process.

The verdict on LiveAgent AI pricing: Is it the right choice?

LiveAgent could be a solid choice for teams who want every single support feature, from ticketing to a call center, bundled into one system and are prepared to put in the time to learn and configure it. Its AI tools offer some basic help, but they come with strings attached: potential hidden costs, a complicated setup, and the need to completely switch platforms.

If your team is looking for a powerful AI solution that's flexible, easy to use, and plays nice with the tools you already have, LiveAgent might feel a bit clunky and restrictive. The hassle of managing your own OpenAI key, paying extra for important channels, and being forced to build a knowledge base from scratch makes it a less efficient option compared to more modern, AI-native platforms.

A better alternative to LiveAgent AI pricing

If the idea of a tricky setup and unpredictable costs has you thinking twice, you might want to look at an AI solution that’s truly self-serve. eesel AI integrates seamlessly with your current help desk and unifies all your scattered knowledge, no matter where it lives.

You can go live in minutes with our one-click integrations, test it risk-free with a powerful simulation mode, and get predictable pricing without any surprises.

Start your free trial today or book a demo to see how eesel AI can start automating your support workflows.

This video provides a complete overview of the LiveAgent platform, giving you a closer look at the features discussed in our pricing guide.