LiveAgent

Connect AI agents to LiveAgent, the multichannel help desk. Agents open, update, and route support tickets, post replies and internal notes into conversations, sync customer contacts, and read agents and departments for rules-based assignment.

10 actions API key available

LiveAgent website ↗ Platform Documentation ↗ Capability data verified 2026-07-28

A bug report lands from the website form with an email address and a description

List Contacts resolves the customer by email, and Create Contact registers them if the help desk has never seen them

Create Ticket opens the case with the report as the initial message, routed to the right department resolved via List Departments

List Agents reads who on that team is online, and Update Ticket assigns the ticket and tags it by product area

Add Ticket Message posts an internal note carrying the account context and the agent's drafted reply

The support agent reads the draft, corrects what needs correcting, and sends the public reply under their own name

The ticket link and assignment post to the support channel so the queue is visible without opening the panel

What This Integration Enables

LiveAgent's pitch is one queue for every channel, and the honest corollary is that the queue then becomes the bottleneck: consolidation solves fragmentation and creates triage. That triage, reading, resolving the contact, routing to the department, assigning the owner, is precisely the work FlowRunner agents should own, because none of it needs judgment and all of it needs consistency. What does need judgment, the reply a customer will read with a named agent's face next to it, stays human. - Open tickets automatically from forms, application events, and upstream systems, with the customer contact resolved or created in the same pass - Route and reassign tickets by department, agent availability, and business rules instead of queue order - Post internal notes that give agents the account context and a drafted reply before they open the ticket - Keep contacts synchronized between the help desk and the CRM so support and sales read the same customer - Pull tickets, agents, and departments into reporting so SLA tracking runs on data, not memory

Without FlowRunner

Channels, plural queues Email, chat, and calls each have their own backlog, and the same customer waits in two of them

Triage eats the morning The first hour of every shift goes to reading, routing, and re-assigning what arrived overnight

Support data stays in support Ticket volume, aging, and ownership live in the panel, invisible to the ops review until someone exports

With FlowRunner

One queue, machine-triaged Every inbound becomes a ticket with a contact, a department, an owner, and tags before a person touches it

Agents start at the judgment The draft reply and the account context are already on the ticket as an internal note when the agent opens it

The queue reports itself Ticket status and ownership stream into spreadsheets and dashboards on a schedule, filterable by anything

Use Case Scenarios

The form submission that arrives pre-triaged

A customer submits the support form. The agent resolves them with List Contacts, creates the contact if they are new, and opens the case with Create Ticket, department set from the form's category field. It then reads Get Contact for their history, checks List Agents for who is online in that department, and assigns with Update Ticket. By the time a human sees the ticket, an internal note from Add Ticket Message summarizes the account, the issue, and a suggested first reply. A confirmation posts to [Slack](/integrations/slack).

The SLA report that runs at 7am

Every morning the agent calls List Tickets with a filter for open status, walks the pages, and joins each ticket's department and owner against List Departments and List Agents. The result lands in [Google Sheets](/integrations/google-sheets) as an aging report: tickets by department, oldest first, unassigned flagged in their own section. The support lead starts the standup from a live sheet instead of eyeballing the panel, and the tickets aging past threshold get escalated before the customer escalates them.

One customer record, both sides of the house

When Create Contact registers a new customer in the help desk, the agent mirrors them into [HubSpot](/integrations/hubspot) with the same email and name, and the reverse flow keeps LiveAgent current when sales lands a new account. When a ticket closes with a churn signal in the conversation, the agent updates the ticket's tags with Update Ticket and flags the account owner in the CRM, so the renewal conversation starts informed rather than surprised.

Human-in-Loop Highlight

Add Ticket Message can post a public reply, visible to the customer and attributed to a specific agent, and that is a line FlowRunner agents do not cross alone. A wrong answer in an internal note costs a correction; the same wrong answer sent publicly under a support agent's name costs the customer's trust and the agent's, and no edit recalls a reply the customer has already read. So the connector's public and internal modes get treated as different operations entirely: agents write internal notes freely, drafts, context, summaries, and every customer-facing reply waits for the named human to approve it, change it, or bin it. The draft is the agent's work. The send is the person's.

Agent processes routinely

Detects exception requiring judgment

Clear match Continues automatically

Ambiguous Routes to human via preferred channel

Human decides

Agent resumes with decision

Agent Capabilities

10 actions

Tickets

List Tickets Retrieves a paginated list of tickets, narrowed with LiveAgent's JSON filter syntax by status, department, agent, or other columns. The read behind queue reporting, aging sweeps, and escalation checks.
Get Ticket Retrieves one ticket's full details by ID, including subject, status, owner contact, department, channel, and metadata. The context pull before any routing or reply decision.
Create Ticket Creates a ticket on behalf of a customer with subject, initial message, and recipient email, optionally assigned to a department and channel type. The step that turns an inbound event into a case.
Update Ticket Updates a ticket's subject, status, department, assigned agent, or tags, changing only the fields provided. The routing and reassignment instrument.
Add Ticket Message Adds a message to a ticket conversation, as a public reply visible to the customer or an internal note, attributable to a specific agent. The action this page's human gate governs.

Contacts

List Contacts Retrieves a paginated list of customer contacts, filterable by email, name, or other columns. The resolution step that keeps one customer from becoming three contacts.
Get Contact Retrieves one contact's full details by ID, including name, email addresses, and metadata. Used to load account context onto tickets.
Create Contact Creates a customer contact with one or more email addresses and optional name details. The registration step for customers the help desk has not met.

Agents

List Agents Retrieves the help desk's support staff with name, email, role, and online status. The availability read behind assignment decisions and message attribution.

Departments

List Departments Retrieves the departments used to organize and route tickets, with each department's ID and name. The routing table every triage pass consults.

Frequently Asked Questions

What can FlowRunner do with LiveAgent?

FlowRunner agents can run List Tickets, Get Ticket, and Create Ticket in LiveAgent, plus 7 more actions.

Does connecting LiveAgent to FlowRunner require OAuth?

No. LiveAgent connects to FlowRunner with an API key, no OAuth flow required.

Can LiveAgent trigger a FlowRunner workflow automatically?

LiveAgent doesn't currently expose triggers in FlowRunner. It connects as an action step inside workflows started by another trigger.

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