Platform features
Every tool your agents — and your team — need to win
From intelligent routing to developer-grade APIs, LiveBizServAgents is built to handle the full complexity of modern business service operations.
Real-time routing & live agent management
Our routing engine connects customers to the right agent in under 2 seconds — based on skill, availability, language, and channel. Supervisors get a live operations view to monitor, reassign, and intervene in real time.
Skill-based routing
Match customers to agents by skill set, language, product expertise, or custom tags.
Live queue monitoring
See every active conversation, wait time, and agent status on a real-time operations dashboard.
Supervisor takeover
Supervisors can whisper, barge, or take over any live conversation instantly.
Overflow & escalation rules
Define fallback routing, escalation thresholds, and SLA breach alerts automatically.
AI that makes every agent faster and smarter
Every agent on the platform is backed by real-time AI — surfacing relevant knowledge base articles, suggesting responses, detecting customer sentiment, and flagging conversations that need attention.
Response suggestions
AI drafts contextual reply suggestions based on conversation history and your knowledge base.
Sentiment detection
Real-time sentiment scoring alerts supervisors before a conversation escalates.
Auto-summarisation
Every resolved conversation is automatically summarised and logged to your CRM.
Intent classification
Incoming contacts are classified by intent before they reach an agent, enabling smarter routing.
Deep visibility into every interaction
Go beyond basic metrics. LiveBizServAgents gives you granular reporting on agent performance, channel efficiency, CSAT trends, and SLA compliance — exportable and available via API.
CSAT & NPS tracking
Automated post-interaction surveys with trend analysis across agents, teams, and channels.
SLA compliance reports
Track first response time, resolution time, and breach rates against your defined SLAs.
Agent performance scorecards
Per-agent metrics including handle time, CSAT score, resolution rate, and QA scores.
Custom dashboards
Build and share dashboards with the metrics that matter most to your team.
Connects with the tools you already use
Native integrations with the most popular CRMs, helpdesks, and communication platforms — so your agents have full context without switching tabs.
CRM sync
Two-way sync with Salesforce, HubSpot, and Pipedrive. Every interaction logged automatically.
Helpdesk connectors
Native integrations with Zendesk, Intercom, and Freshdesk for unified ticket management.
Slack & Teams alerts
Route escalations, SLA breaches, and CSAT alerts directly to your team's Slack or Teams channels.
50+ app library
Connect to your existing stack via our growing library of pre-built connectors and Zapier.
Built for developers who need full control
A fully documented REST API, webhooks, and SDKs give your engineering team the flexibility to embed live agent capabilities directly into your own product.
REST API
Full CRUD access to agents, conversations, queues, and reporting data via a versioned REST API.
Webhooks
Real-time event webhooks for conversation started, resolved, escalated, and CSAT received.
JavaScript & Python SDKs
Official SDKs with typed interfaces, retry logic, and full API coverage.
Embeddable widget
Drop a single script tag to embed the live chat widget into any web or mobile app.
Connects with your existing stack
See every feature in action
Book a personalised demo and we'll walk you through the platform end to end.