LiveAgent is great in a lot of different aspects. Customization, various features like phone call, live chat, knowledgebase, etc.. However I personally got it to add it to my website as a more advanced live chat widget that I could leave on my website for my customers to contact me during my operating hours; I ran into some major issues and the support team, even though quick and prompt, basically told me that the features that I'm about to list are unavailable and not very high on their priority list to be added.

1. Their live chat requires someone to literally be behind the computer in order for the chat widget to be available to customers. The free version of Tawk.to allows you to set your business hours and the widget will be automatically online during those set hours and just sends you a notification to your phone when someone is trying to chat with you.

2. They allow customers to access the knowledge base through the pre-chat form of the chat widget but it is very disorganized and messy looking. I made folders and put the help articles in them but the plugin of the website just ignores the folders and lists allllll the articles regardless of their organization.

3. My current chat feature also notifies me through their iOS app whenever a visitor is on my website and it includes what page they're on currently. LiveAgent only offers this feature through their browser portal and their phone app ONLY has the feature to reply to the chats. (which going back to my first point, is only useful if you're literally holding the phone in your hand and have the app open throughout the day)

Overall:
- The whole thing is veryyyyyy pretty (which is why I'm extremely disappointed that I have to go back to Tawk.to)
- Their live chat technology feels like its decades behind the current technology (their phone app isn't even updated to fit the screen for iPhone X)

If the developers are reading this, please pleaseeeee add these couple features to your app so entrepreneurs like me can use it.