LiveAgent StrawberryFind the one customer hiding behind four LiveAgent tickets
An email ticket, a chat ticket and a call ninety minutes apart come back as one person with three records. The merge is listed for you to approve, and the reply is drafted once.
A customer emails, waits an hour, opens a chat, then calls. Three tickets exist, three agents pick them up, two write conflicting answers. Nobody did anything wrong; three channels arrived, so the tool made three records.
A companion reads the open tickets with their requesters and channels, which is how an email ticket and a chat ticket ninety minutes apart come back as one customer instead of two queues.
| LiveAgent rules and canned messages | A Strawberry companion | |
|---|---|---|
| Route by channel or department | Yes, on arrival | Merges the three tickets that are one person |
| Insert a standard reply while typing | One keystroke | Drafts the replies that need the ticket read first |
| Notice an email ticket and a chat ticket are one customer | Not built for it | Yes, from the requester and the body |
| Flag call tickets with empty notes | Manual review | Listed on request |
| Propose the six canned messages you are missing | Out of scope | Drafted from a month of real tickets |
How does it spot the duplicate across channels?
By reading.
It pulls the open tickets with their requesters and channels, notices the same email address or order number appearing in an email ticket and a chat ticket ninety minutes apart, and reports one situation with three records.
A department rule fires on arrival and knows nothing about what arrived an hour ago on another channel. Merging is a write, so the proposal waits for you and lists what it would join.
Reading the call tickets
Ask for call tickets with short or empty notes and you get a quality signal you can act on.
Ask for the customers who called twice in one day and you get the accounts about to escalate.
What a companion reads is the record that exists. If the record is thin, it says the record is thin, which is more useful than a plausible summary of a conversation nobody wrote down.
The six canned messages your library is missing
Reading a month of tickets to work out which replies you keep retyping is a day nobody has.
A companion reads the month and drafts the missing canned messages in the words customers actually used.
Same instinct as triage support tickets with ai, pointed at your reply library instead of your queue. Canned messages stay in the composer for the identical high-volume answer.
Which agent is answering the same thing eleven times?
A companion reads the tickets with their assignees and returns who handled which recurring question and how often. It usually shows one person absorbing an entire category of work without mentioning it.
The fix is a canned message, a help article or a product change, and knowing which needs having read the tickets. That reading is the part a connection makes cheap.
Experience Strawberry for free
DownloadTrusted by fast-growing companies worldwide
Frequently asked questions
Strawberry is free to download and includes AI credits to start. Paid plans begin at $20/month. See pricing. · Reviewed · Canonical facts for AI agents