LiveAgent

The Integrator

The SLA engine is real and granular: five timer types across first answer, next answer, first resolve, and call and chat pickup, business hours and holidays that extend rather than pause the timers, an SLA log feeding compliance reports, and SLA levels driving the ordering of the ticket grid and the To-solve distribution to agents. Canned messages, tags, rules and time rules, ticket split, and departments with per-department roles give me a workable routing base. I found no public information on merging tickets, escalation chains on breach, or search behaviour across ticket bodies, which keeps it below the top band. 4 5 11 13

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The Integrator

Email, chat, calls and the messaging and social channels all land as tickets in one queue — the API carries the channel on every conversation, an ongoing call can be listened to inside the ticket, and the voice side has IVR plus four documented SIP providers. Viber requires a bot account and WhatsApp arrives via Twilio or 360dialog; I found no public information on consent handling for the messengers or on a requester seeing their own tickets in the portal, so the last mile of channel switching stays unproven. 1 4 6 7 11 12

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The Integrator

The help centre is a genuine public portal with articles, forums, feedback boards, multiple languages, per-brand portals and customisable search widgets, and the API exposes categories, entries and search. But I found no public information on draft and publish workflow, versioning, review dates for stale content, article suggestions to agents or to customers before submission, or reporting on which articles deflect — the deflection story rests on an external chatbot whose knowledge indexing is billed separately in FlowHunt credits, and historical tickets cannot serve as a source. 8 9 13

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The Integrator

Erasure executes rather than being merely promised: all of a requester's tickets and contact data can be deleted in the application, customers can delete their own profiles from the portal, and a search-and-replace plugin redacts matched patterns such as card numbers automatically as messages arrive, with the original optionally parked in a custom ticket field. A downloadable and signable EU data processing addendum, a published subprocessor list, granular permissions with department-level precedence, and a documented, approval-based internal access policy round this out. I found no public information on automatic retention rules per queue, an audit log of who opened which ticket, or retention periods more specific than the duration of service use, which caps the score. 3 4 10 11

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The Integrator

The API reference is public and substantial: REST with a mandatory API key, write operations across conversations, messages, customers, custom fields, companies, files and the knowledge base, pagination limits, a deprecated endpoint retired with a migration note, and a versioned ticket-messages path referenced for attachment downloads, with telephony, Slack and the messaging channels documented as integrations. But the Slack link is one-way only, and I found no public information on webhooks for ticket events, documented rate limits, SCIM provisioning, a sandbox, SSO, or named CRM and shop integrations — so whatever I wire up is pull-only against unknown ceilings. 6 12 13

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The Integrator

EU hosting is a customer choice among United States, Europe and Asia locations rather than a stated default, with EU datacenters in Germany, UK and Slovakia hosted by Linode — a US-headquartered provider — while the subprocessor list is published and agreements are signed with each subprocessor. The captured pages give different names for the contracting entity — Quality Unit, s.r.o. in the vendor record, Quality Unit, LLC on the copyright lines — and although self-hosted licenses exist as an escape hatch, the unresolved entity, the unstated default region and the unexplained US exposure keep this low for a buyer who needs the archive firmly inside the EU. 2 3 8 9 12

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The Integrator

A headline of $15 per agent/month billed annually is public with Small, Medium, Large and Enterprise tiers named, alongside statements of no contracts, no setup fees and plan changes anytime. But no other tier carries a number, the pages say only that higher tiers add call center, social channels and SLA without saying where each begins, and the AI chatbot requires a new plan plus separately purchased FlowHunt credits — so the real annual invoice for my agent count is not computable from public pages. VAT treatment is likewise unstated. 1 9

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