An honest look at LiveAgent reviews in 2025: Features, pricing, and alternatives

Picking a help desk feels like a huge commitment, right? You're not just buying software; you're choosing the very platform your team will use to connect with customers, day in and day out. LiveAgent is a name that pops up a lot in this space, promising an all-in-one fix with ticketing, live chat, a call center, and social media support all rolled into one. The idea is to finally tame the chaos of juggling a dozen different channels.

But does it actually work as advertised? In this post, we’re going to get real about LiveAgent. We’ll dig into its features, make sense of its pricing, and see what people are actually saying in LiveAgent reviews on sites like Capterra and Trustpilot. Because while an all-in-one tool sounds like a dream, it’s important to know about its quirks, especially with its user interface, AI smarts, and mobile app, before you sign on the dotted line.

What is LiveAgent?

So, what is LiveAgent, really? Think of it as a central hub for all your customer conversations. It’s designed for small and mid-sized businesses that are tired of messages falling through the cracks. Whether a customer reaches out via email, live chat, a phone call, or social media, the goal is to pull that conversation into a single, shared inbox for your team.

At its heart, LiveAgent is a mix of a few key things: a ticketing system to keep track of customer problems, a live chat widget you can pop onto your website, a built-in call center, and a portal for building out a self-service knowledge base.

A deep dive into LiveAgent features

Let’s get into what LiveAgent can actually do, looking at both the marketing promises and the real-world feedback from users.

Omnichannel ticketing and live chat

The core of LiveAgent is its unified inbox. It funnels customer questions from email, chat, and social media into one feed. You get the standard help desk tools you’d expect, like ticket routing (to send issues to the right person), canned responses for common questions, and a feature to prevent two agents from accidentally replying to the same ticket.

Most users agree that having everything in one spot is a lifesaver. It helps teams stay organized and seriously cuts down on the risk of a customer message getting lost in the digital abyss. It can turn a frantic, multi-tab mess into something much more manageable.

The catch, though, is that the automation is pretty old-school. It works based on rules you have to create and update yourself. For instance, you can set a rule like, "if a ticket mentions 'billing,' send it to the finance team." That’s helpful, but it means agents still spend a good chunk of their time sorting tickets or operating within these fixed workflows. As you get more tickets, this can become a real drag, with your team spending more time managing the system than actually helping people.

A more modern way of thinking about this goes beyond just organizing tickets. Instead of making you switch platforms, AI-powered tools like eesel AI plug right into the help desk you’re already using. They don't just route tickets; they learn from your team's entire conversation history to draft accurate, personalized replies. This saves a ton of manual effort without you having to build a library of complicated rules.

Call center and knowledge base

LiveAgent's built-in call center is a big draw for many. You get key features like an Interactive Voice Response (IVR) system, call routing, and unlimited call recordings without having to pay for and connect a separate service. It also has a knowledge base builder, so you can create articles, guides, and forums to let customers help themselves.

Having all this in one package is a great deal. It means fewer tools to manage and can definitely save you some money. A well-maintained knowledge base can also deflect a lot of simple questions, freeing up your agents to tackle the tougher problems.

But here’s the thing: a knowledge base is only useful if it’s kept up-to-date with answers customers are actually looking for. And that’s a slow, manual job. Teams often guess at what articles to write, which can lead to a library of content that looks impressive but doesn't solve anyone's problems.

This is where AI can make a huge difference. Tools like eesel AI approach this problem by automatically scanning your resolved tickets to spot gaps in your knowledge base. It can see which questions customers ask again and again and suggest new articles based on that real data. This helps make sure your self-service content is always relevant and genuinely helpful.

The LiveAgent AI chatbot and automation

LiveAgent has dipped its toes into AI with a couple of features. The AI Answer Assistant can help agents write replies, but it’s a bit of a DIY project, you have to bring (and pay for) your own OpenAI API key. There's also an AI Chatbot that can answer basic questions by searching your knowledge base articles.

This gives you a first line of defense against those simple, repetitive questions that have a straightforward answer in your FAQ. It's a start.

The trouble is, as you can probably guess from the product description and user reviews, the AI is only as smart as the articles you write for it. It can only answer what's already written down. It gets tripped up by questions that need a little more context, information from past chats, or data from another system. If the answer isn't in the knowledge base, the bot just gives up.

In contrast, an AI Agent from a platform like eesel AI learns from your entire support history. It doesn't just skim your help center; it dives deep into thousands of your past tickets, macros, and even external documents in places like Google Docs and Confluence. This allows it to grasp the context and answer much more specific and tricky questions.

Even better, eesel AI can perform custom actions, like looking up an order status in Shopify or checking a subscription, to give customers real-time answers. It also has a pretty unique simulation mode that lets you test the AI on thousands of your old tickets before it ever talks to a real customer. You get to see exactly how it will perform, which is a level of risk-free testing you won't find in most built-in help desk AI.

LiveAgent pricing in 2025

LiveAgent’s pricing is pretty easy to understand, and honestly, it’s one of its main attractions. You pay per agent, per month, across a few different tiers. Here's what the plans look like, based on their official site:

Plan	Price (Billed Annually)	Key Features
Small Business	$15/agent/month	Ticketing, Live chat, Knowledgebase, Customer Portal, Contact forms, Automation rules, Integrations, AI Answer Assistant, AI Chatbot.
Medium Business	$29/agent/month	Everything in Small + Call center & IVR, Time Rules, Reports, Proactive chat invitations, Agent ratings, Service levels (SLA).
Large Business	$49/agent/month	Everything in Medium + SSO, Custom roles, Time tracking & Audit log, Facebook, Instagram, Twitter, Viber, WhatsApp.
Enterprise	$69/agent/month	Everything in Large + Dedicated account manager, Priority support, Branding Free, Custom billing setup, Service review calls.

The price point is competitive, no doubt about it. It’s why a lot of teams decide to give it a shot. One heads-up, though: some users on Trustpilot mentioned running into surprise billing issues when adding or removing agents, so it's a good idea to get clarity on the terms before you sign up.

This per-agent model is standard, but some of the newer AI platforms are trying something different. For example, eesel AI's pricing is based on AI interactions, not a per-resolution fee. This keeps your costs predictable and helps you avoid a massive bill after a busy month, which is a common worry with usage-based models.

The user experience: What LiveAgent reviews really say

Okay, features and pricing are one thing. But what’s it like to actually use LiveAgent every day? We combed through reviews on Trustpilot, Capterra, and Appsumo to get the real story.

Ease of use vs. a dated interface

On one side, a lot of users say LiveAgent is simple enough for daily work. Getting it set up isn't too painful, and managing tickets and chats from the main dashboard is straightforward enough for new hires to learn.

On the other side, a common complaint in LiveAgent reviews is that the user interface feels like a bit of a time capsule. Reviewers often call it "clunky" or "old-fashioned," especially when you start digging into the settings. Next to more modern software, the design just doesn't feel as slick, which can slow agents down.

This video provides an overview of LiveAgent, highlighting its user-friendly interface and ease of training for new staff members, which is a common theme in LiveAgent reviews.

The mobile app problem

This might be the biggest and most consistent complaint. Just about everyone seems to be let down by the mobile app. Reviews across the board describe it as buggy, with barely any features, and it feels like the development team has forgotten it exists.

If your team needs to handle support requests away from their desks or provide coverage after hours, this is a huge problem. In this day and age, a mobile app that doesn't work is a serious drawback.

Support and reliability

When it comes to customer support, the feedback is all over the place. Some people have fantastic experiences and get their problems solved quickly. Others say the support team is slow, unhelpful, or even a bit dismissive. People also mention occasional bugs and glitches, which is frustrating when it’s the main tool you use to talk to customers.

This kind of inconsistency really shows the benefit of a tool designed to let you do things yourself. A platform like eesel AI is built to be self-serve from the ground up. You can sign up and get it working in minutes, configuring, testing, and launching your AI all on your own, without having to schedule demos or wait for a support rep. It gives you control right from the start.

The verdict from LiveAgent reviews: Is LiveAgent the right fit for your team?

So, after digging into the features, pricing, and real-world feedback, what's the bottom line? Should you go with LiveAgent?

It's a solid, budget-friendly, all-in-one tool that's great at bringing all your communication channels together. If your main goal is to get email, chat, and social media into one inbox without breaking the bank, LiveAgent is definitely worth a look.

However, the downsides are pretty significant. The dated interface, a nearly non-functional mobile app, limited AI that relies on you to feed it information, and hit-or-miss customer support are all things you need to weigh.

Here's how I see it: LiveAgent is a good pick for small businesses that need a basic, consolidated help desk and are okay with its quirks. But for teams that care about a modern user experience, want powerful AI that actually learns on its own, and need the flexibility to work from anywhere, it’s probably wise to check out some of the newer alternatives.

A modern alternative: Automate support with eesel AI

If the limitations of LiveAgent are giving you pause, there's a different way to think about support automation. eesel AI is built for teams that want smart, powerful AI without having to throw out the tools they already know and like.

Instead of moving your whole operation to a new help desk, eesel AI plugs right into your current one, like Zendesk or Freshdesk. Here’s what sets it apart:

• It learns from your real data: eesel AI trains on your past tickets, macros, and all your knowledge sources, no matter where they are. Its answers are specific to your business from day one, not based on generic templates.

• It's incredibly simple to set up: You can go from signing up to having a live AI agent in just a few minutes, all by yourself. No sales calls, no long onboarding process.

• You can simulate with confidence: Test your AI on thousands of your past tickets to see exactly how it will perform and calculate your ROI before it ever talks to a customer.

Ready to see how powerful, risk-free AI can change your support game? Start your free eesel AI trial today.