AI Answer Improver

Efficient and effective customer communication is essential for every modern business. LiveAgent’s AI Answer Improver empowers your support agents to deliver clearer, more polished, and more professional responses in seconds—boosting productivity, elevating service quality, and strengthening customer trust.

What is an AI Answer Improver?

AI Answer Improver is a powerful enhancement tool built directly into LiveAgent that helps agents refine, improve, extend, or generate their replies. The Answer Improver feature is accessible from the ticket reply editor by clicking on the Answer Improver (magic pen icon) button.

To use the AI Answer Improver feature, it is required to connect your LiveAgent account with FlowHunt or OpenAI. FlowHunt, our no-code AI automation platform, is a product of our company, Quality Unit, like LiveAgent. By utilizing our AI features with FlowHunt, we ensure data safety and offer priority support. For customers with active LiveAgent & FlowHunt subscriptions, our support team offers a full initial setup.

AI Answer Improver is currently available in LiveAgent trials as well as in Small business, Medium business, Large business, and Enterprise plans. It is not included in Legacy and Free plans.

Here’s how you can use the AI Answer Improver feature

• You can write your draft message in the ticket reply editor, select the draft, and apply one of the four available functions on it.
• Or use the custom instructions function and write your draft message and the instructions by which it should be modified directly in the Answer Improver window.
• You can also use the custom instructions function and define only the notes or instructions based on which the AI should generate an answer.

To start using Answer Improver just Open a ticket > click the Reply button > then look for the AI Answer Improver button in the reply editor.

How AI Answer Improver works

Once enabled, the AI Answer Improver becomes accessible inside the ticket reply editor through the magic-pen button. Agents can select text or work with custom instructions to instantly transform or generate polished responses.

You can choose from multiple enhancement functions depending on your needs:

• Improve: Polishes selected text, making it clearer, more coherent, and more professional.
• Extend: Expands the selected message with more detail and smoother flow.
• Simplify: Makes your reply more concise and easier to understand.

Improve function

Extend function

Simplify function

Custom Instructions

This mode allows you to write your own instructions — the AI can either:

• refine the draft you provide, or
• generate a brand-new message from your instructions alone.

If you’re not satisfied with the output, simply click Try Again to generate a new version. You can switch tone styles, adjust wording, improve, extend, simplify your text, or continue refining until the message fits your needs. All generated versions are stored so you can choose the best one.

Formality of generated messages

You can also choose a formality of the generated message and set the tone of the message. There are three available formality options:

• Casual formality
• Neutral formality (default option)
• Business formality

How to set up AI Answer Improver

If you use FlowHunt

Step 1 – Create and publish your flow

• Log in to FlowHunt and go to Flow Library.
• Search for “LiveAgent AI Answer Assistant (Composer & Improver)” and click Add to my flows.
• Optionally, adjust the system message or add components as needed.

The flow includes basic pre-set components for initial testing of the Answer Improver feature. After testing, you should edit the system message to match your business needs. You can also add more components to customize your workflow. If you need help adjusting the flow, contact FlowHunt support at support@flowhunt.io .

• Click Publish Flow.

Step 2 – Add knowledge sources

To ensure the Improver generates accurate, relevant, and up-to-date answers, it needs access to the correct information. This can be achieved by creating your knowledge sources:

• Go to Knowledge sources in FlowHunt.
• Add Schedules, Questions & Answers, or Documents.

Our tip: The AI Answer Improver uses all sources by default — restrict them by workspace or inside the flow if needed.

Step 3 – Integrate FlowHunt as your AI provider

• Go to your FlowHunt dashboard → API Keys → “+ Add API Key”. Name the key, click “Add API Key”, and copy it somewhere safe (you won’t be able to view it again).
• In LiveAgent, go to Configuration → AI → Setup AI provider → ‘Add AI provider" → select “FlowHunt”.
• Paste your FlowHunt API key, name the integration, click “Add”, and your FlowHunt workspace will be connected to LiveAgent.

Step 4 – Connect FlowHunt to LiveAgent

• In LiveAgent, go to Configuration → AI → Answer Improver.
• In the Add model window, choose the flow you created in FlowHunt for the Answer Improver (default name: “LiveAgent AI Answer Assistant (Composer & Improver)”).
• Enter the internal name that the system and settings will use to reference this model.

If you use OpenAI

Step 1 – Integrate OpenAI as your AI provider

• Go to your OpenAI Dashboard → API keys → create a new secret key. Name it, choose a project, generate the key, and copy it somewhere safe (you won’t see it again).
• In LiveAgent, go to Configuration → AI → Setup AI provider → Add AI provider → select OpenAI.
• Paste your OpenAI API key, name the integration, click Add, and the connection will be completed.

Step 2 – Connect your OpenAI model to LiveAgent

• Go to Configuration → AI → Answer Improver in your LiveAgent panel.
• Click Add model and select your connected OpenAI account.

Step 3 – Choose your OpenAI model

• In the Add model window, select the OpenAI model you want to use for Answer Improver.
• Enter an internal name that LiveAgent will use to identify this model.

Once the model is added, you are ready to use the Answer Improver feature.