LiveAgent

The Skeptic

Six named SLA timers with business hours, a five-state status model, canned and predefined answers, ticket split, and an SLA log with per-agent and per-department reports put this above the working-queue baseline. But business hours extend the timers rather than pausing them, and we found no public information on merge, escalation chains, breach warnings, or any search across ticket bodies — so the half-remembered-phrase test stays unanswered. 4 5 11 13

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The Skeptic

The channel list is long and, unusually, evidenced as one queue: the ticket model itself names email, calls, chats and social messages as sources, and telephony arrives through named SIP providers with per-number IVR. WhatsApp needs Twilio or 360dialog, Viber needs a bot account the page says users could no longer create after February 2024, and we found no public information on messenger consent handling or on a portal where a requester sees their own tickets. 1 4 6 7 12 13

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The Skeptic

A searchable public help centre with categories, internal articles, forums and multilingual support is on the page, and deflection exists — but it is the AI chatbot, which runs on a separate FlowHunt account whose knowledge indexing requires credits paid separately, and the vendor states historical tickets cannot be used as a knowledge source. We found no public information on draft-and-publish workflow, article suggestions to agents while answering, review dates for stale content, or reporting on which articles deflect. 8 9 13

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The Skeptic

What executes is decent: downloadable and signable DPA templates, deletion of all a customer's tickets on request inside the application, per-line regex redaction of card and ID numbers as messages arrive, and default-deny permissions that department-level roles can override. We found no public information on automatic retention rules per queue or data category, or on an audit log of who opened which ticket; retention is described as service-duration-or-until-deleted, with terminated accounts gone in 30 days plus a 30-day cold backup. 3 4 10 11

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The Skeptic

The API reference is real and writable — conversations, customers, knowledge base and files, with keys, pagination and version notes including one deprecated endpoint with its successor named — but the only named integrations in evidence are four telephony SIP providers and a strictly one-way Slack notification bot. Against the 200-plus-integration claim we found no public information on named CRM or shop integrations, webhooks, documented rate limits, SCIM provisioning or SSO. 6 12 13

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The Skeptic

EU hosting is a customer choice among United States, Europe and Asia with no default region stated, and the EU data centres named are hosted by Linode, Inc., a US-headquartered provider — an exposure the captured pages do not address. The captured pages give different figures for the contracting entity (a US-style limited liability company in the copyright lines against the Slovak-form company on the vendor line); a subprocessor list is published, which keeps this just above the floor. 2 3 8 9

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The Skeptic

A $15 per agent per month headline exists, billed annually, with no contracts and no setup fees — but the tiers described as adding call centre, social channel integration and SLA are not individually priced, so a support lead cannot see where SLA policies begin. The AI chatbot needs credits in a separate FlowHunt account, paid apart and unpriced, and we found no public information on contact limits or VAT treatment. 1 9

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