Pause marketing messages when critical support tickets open

When a new support ticket is created in LiveAgent, automatically apply a temporary hold tag to the contact in Customers.ai.

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See all LiveAgent + Customers.ai integrations or talk to a human

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How Knit builds this workflow

The Agent researches both APIs and wires the trigger on one side to the action on the other — no pre-built connector required. Here is the vocabulary it has to work with.

LiveAgent Explore LiveAgent →

Triggers

New ticket created

Fires when a new support ticket is created in LiveAgent.

Ticket status changed

Fires when a ticket's status changes in LiveAgent.

Ticket assigned

Fires when a ticket in LiveAgent is assigned to an agent.

SLA breached

Fires when a ticket in LiveAgent breaches its response SLA.

Actions

Create ticket

Creates a new ticket in LiveAgent.

Update ticket status

Updates a ticket's status in LiveAgent.

Assign ticket

Assigns a ticket in LiveAgent to an agent.

Add ticket comment

Posts an internal or public comment on a ticket in LiveAgent.

Customers.ai Explore Customers.ai →

Triggers

New lead captured

Fires when a new lead or contact is captured in Customers.ai.

Contact enters a workflow

Fires when a contact enters an automation in Customers.ai.

Contact updated

Fires when a field on a contact changes in Customers.ai.

Contact unsubscribed

Fires when a contact unsubscribes in Customers.ai.

Actions

Create or update a contact

Creates or updates a contact in Customers.ai.

Add a contact to a campaign

Adds a contact to a workflow or campaign in Customers.ai.

Send a message

Sends an email or message to a contact via Customers.ai.

Apply or remove a tag

Changes a contact's tags in Customers.ai.

Create support tickets for unengaged or unsubscribed leads When a lead unsubscribes in Customers.ai, automatically create a ticket in LiveAgent for an account manager to investigate potential churn. See details

Send follow-up communications upon ticket resolution When a support ticket status changes to solved in LiveAgent, update the contact profile in Customers.ai and add them to a customer satisfaction sequence. See details

See all LiveAgent + Customers.ai integrations → · Browse the full workflow library →

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FAQ

Common questions

Can Knit build “Pause marketing messages when critical support tickets open” between LiveAgent and Customers.ai?

Yes — describe it in the box above and Knit's Integrations Agent researches LiveAgent and Customers.ai's public API docs (or your own uploaded docs) and builds a working workflow, whether or not either app already has a pre-built connector.

How long does it take to build?

Minutes to a first working version, not weeks — you test it against real data before it goes anywhere near production.

Can support team members manage marketing messaging when an SLA is breached?

Yes, when an SLA breach occurs in LiveAgent, a tag can be applied in Customers.ai to pause marketing emails until the issue is resolved.

Can customer marketing unsubscribes update open support tickets?

Yes, when a contact unsubscribes in Customers.ai, a comment can be automatically added to open tickets in LiveAgent to keep support agents informed.