LiveAgent

The Agent Advocate

The SLA machinery is real and not decorative: six timer types with business-hours behaviour, an SLA log feeding compliance and agent/department reports, a queue ordered by importance, a To-solve distribution, macros and Rules/Time rules as triggers, and a documented split. What holds it back is what I reach for after six years: we found no public information on merging tickets, escalation chains, or search that reaches into ticket bodies. 4 5 11 13

Report an error

The Agent Advocate

Every channel lands as the same object — a missed call, a Viber message, a social post all create tickets in one grid with the customer's history, and phone is genuinely there with four named SIP providers and per-number IVR. It stops short of the higher bar because we found no public information on consent handling for the messengers, and the portal evidence shows self-service content rather than a requester watching their own tickets. 1 4 6 7 12

Report an error

The Agent Advocate

There is a searchable public help centre with categories, multilingual content, internal-only articles and forums, plus an AI chatbot that answers from the knowledge base before a ticket exists and hands off to humans with context. But deflection here is a claim, not a number: we found no public information on a draft-and-publish workflow, suggestions while an agent answers, review dates, or reporting on which articles deflect — and the setup service states historical tickets can't serve as a knowledge source. 8 9 13

Report an error

The Agent Advocate

Deletion actually executes: all of a customer's tickets on request, profiles from the customer portal, terminated accounts cleared from the cloud in 30 days with a stated 30-day cold backup; the DPA templates are downloadable, roles run granular with department-level overrides, and a regex redaction plugin masks card numbers as tickets arrive. Two gaps remain: we found no public information on an audit log of who opened which ticket, or on retention rules configurable per queue or data category. 3 4 10 11

Report an error

The Agent Advocate

The API reference is genuinely complete — a documented REST API with keys covering conversations, messages, files, knowledge base search and reports, with pagination limits stated — and the telephony side names four providers. But for the systems I actually need beside the ticket, the captured pages name no CRM or shop system, the Slack integration works one way only, and we found no public information on webhooks, SSO, SCIM, rate limits or a sandbox. 1 6 12 13

Report an error

The Agent Advocate

EU hosting is an option the customer chooses at setup — no default region is stated — and even the European data centers in Germany, UK and Slovakia are hosted by Linode, Inc., a US-headquartered provider, with transfers described as "within EU or US grounds." The captured pages also give different names for the contracting entity — the vendor header reads Quality Unit, s.r.o. while the copyright lines read Quality Unit, LLC — so I can't tell who I'd be signing with. The published subprocessor list and signable DPA are the honest bright spots. 2 3 8

Report an error

The Agent Advocate

The headline is public and the terms are stated plainly — $15 per agent/month (billed annually), no contracts, no setup fees — but that is the only number on these pages, and where the call center or SLA begins is named only in a generic feature list. The AI chatbot's real cost runs through separately purchased FlowHunt credits that no page prices, so a support lead cannot compute the annual invoice from public information. 1 9

Report an error