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Live Agent

How to remove a user?

Removing a user from Live Agent can be done from the Cognigy.AI Access Control. The liveAgentAdmin/liveAgentAgent roles need to be removed, and it will prevent the user from login into Live Agent. This can also be achieved by removing the user from Cognigy.AI.

Head over to Cognigy.AI Access Control for more information.

How to create an Agent with multiple roles?

To create an Agent with multiple roles, do the following steps: 1. Create an Agent from the Cognigy.AI Access Control and assign it one of these roles: liveAgentAdmin, liveAgentSupervisor, and liveAgentAgent. After that, you can view the created user on the Agents Overview page on Live Agent. 2. In addition, add the respective role the Agent should have.

To see the roles applied to the Agent, the specific Agent must log in once to have the additional roles applied.

What happens if an inbox is removed?

Inboxes created manually can be safely edited/removed. However, the inboxes with the -default suffix created from Cognigy.AI must not be deleted. This will break the integration between Live Agent and Cognigy.AI. Unfortunately, there is no way to undo this step. In case this inbox is accidentally removed, please reach us through support.

How to fix custom SSL certificate verification error?

That may happen because Cognigy.AI is running under a custom SSL certificate (Error can not validate certificate). And Live Agent is failing to perform the requests to it as SSL requests can not be verified.

Head over to Rest Client SSL Helm values for configuring it.

How to fix SMTP for no authentication provider.

For self-hosted installations, the SMTP configuration needs to be modified.

Head over to Helm SMTP values for more information.

How to create labels and assign them to conversations?

Once a label has been created, navigate to a conversation. There is a section called "Conversation Labels" on the right side, where labels can be added.

Head over to Labels for more information.

How to request a file from a conversation?

Live Agent request file
Request File Upload Button

Head over to Conversations Workflow for more information.

How to add agents to an inbox?

Administrator users can only do this action. Navigate to "Settings" > "Inboxes", look for the Inbox to be edited and click on the settings icon. Then click on the tab "Collaborators" and pick the Agent name. For updating the current inbox, click on the "Update" button.

Head over to Inboxes for more information.

How to create a team and add members to it?

Navigate to "Settings" > "Teams" and click on the "Create new team" button. In the second step, add the desired agents. The added agents can be updated later.

Head over to Teams for more information.

How to get the user access token (API Key)?

The user access token is displayed at the bottom of the Profile Settings.

How to view the account ID and the inbox ID?

This information can be obtained from the Live Agent URL.

A quick way is to select an inbox on the dashboard screen. The URL will look like: https://<live-agent-domain>/app/accounts/1/inbox/4.

The URL follows the pattern accounts/{Account ID}/inbox/{Inbox ID}, where the account ID is 1 and inbox ID is 4

Can a TTL be set for attachments contained in messages?

Yes, a TTL for attachments contained in messages per account can be defined under the Account Settings.

Is antivirus file upload scanning enabled for App and Trial environments?

The antivirus file upload scanning needs to be configured at the infrastructure level, and it is not enabled for the Trial and App instances at the moment. Head over to File Upload Antivirus Scan Helm Values for learning how to configure it.

How to navigate to Cognigy.AI from Live Agent?

Under the profile menu, there is a link called "Cognigy.AI" that heads over to the Cognigy.AI. If it is not present, head over to URLs Helm values for configuring it.

Link to Cognigy.AI
Link to Cognigy.AI

Get a Google Maps API key

To see a location sent from WatsApp with Google Maps, you need to get a Google Maps API key. Head over to the App to configure it.

Live Agent OData service

Why is the OData service not returning all the information from the database?

The OData service returns data belonging to your account.

Head over to OData Endpoint for more information.

Why is the OData endpoint throwing an unauthorised error while querying?

While getting an unauthorised error, please check that the API access token belongs to a user with the administrator role for the account used in the query.

How to retrieve all content from a particular collection? (e.g. Conversation, Message)

The following filtering query can be performed:

e.g. http://:/v1.0/odata/Conversation?$filter=created_at le '2126-11-23T00:00:00'

It will return all the fields for the Conversation model created before 23/11/2126.

Head over to OData Endpoint for more information.

How to filter OData with particular fields?

e.g. http://:/v1.0/odata/Conversation?$select=id,account_id&$filter=created_at le '2026-11-23T00:00:00'

In this example, it is requesting the fields "id" and "account_id" from The Conversation model where the "created_at" field is lower than '2026-11-23T00:00:00'.

Head over to OData Endpoint for more information.