{
  "schemaVersion": 1,
  "id": "liveagent-vs-re-amaze",
  "products": [
    "liveagent",
    "re-amaze"
  ],
  "conclusion": "LiveAgent and Re:amaze are closely matched for core workflows. Both support API access, email ticketing, shared inbox, live chat, and social media support. LiveAgent has confirmed gdpr compliance, phone support, and whatsapp support. Re:amaze has confirmed free plan.",
  "decisionPoints": [
    {
      "path": "pricing.freeTier",
      "importance": 9,
      "kind": "evidence-gap",
      "text": "Re:amaze has confirmed free plan; free plan is not yet confirmed for LiveAgent."
    },
    {
      "path": "vertical.gdprCompliance",
      "importance": 8,
      "kind": "evidence-gap",
      "text": "LiveAgent has confirmed gdpr compliance; gdpr compliance is not yet confirmed for Re:amaze."
    },
    {
      "path": "vertical.phoneSupport",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "LiveAgent has confirmed phone support; phone support is not yet confirmed for Re:amaze."
    },
    {
      "path": "vertical.whatsappSupport",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "LiveAgent has confirmed whatsapp support; whatsapp support is not yet confirmed for Re:amaze."
    }
  ],
  "sharedStrengths": [
    {
      "path": "technical.api",
      "label": "API",
      "importance": 8
    },
    {
      "path": "vertical.emailTicketing",
      "label": "Email ticketing",
      "importance": 7
    },
    {
      "path": "vertical.sharedInbox",
      "label": "Shared inbox",
      "importance": 7
    },
    {
      "path": "vertical.liveChat",
      "label": "Live chat",
      "importance": 7
    },
    {
      "path": "vertical.socialMediaSupport",
      "label": "Social media support",
      "importance": 7
    }
  ],
  "coverage": {
    "a": 79,
    "b": 54,
    "gap": 25
  },
  "facts": [
    {
      "path": "vertical.emailTicketing",
      "label": "Email ticketing",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "Email, live chat, phone, social media, WhatsApp, Viber, knowledge base — all unified in a single dashboard",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3cb065e8afa9c2eb"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3cb065e8afa9c2eb",
            "excerpt": "manage customer conversations from multiple channels such as email, Facebook, Messenger, Instagram, Twitter, and even SMS/MMS text messages",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.sharedInbox",
      "label": "Shared inbox",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "Email, live chat, phone, social media, WhatsApp, Viber, knowledge base — all unified in a single dashboard",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3cb065e8afa9c2eb"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3cb065e8afa9c2eb",
            "excerpt": "A shared inbox for your entire team to manage customer conversations from multiple channels",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.liveChat",
      "label": "Live chat",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "Live Chat Fastest live chat on the market",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-78fa458659835368"
        ],
        "evidence": [
          {
            "sourceId": "ingest-78fa458659835368",
            "excerpt": "Chat Live chat with automated messaging, chatbots, and video calls for your website or web app.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.phoneSupport",
      "label": "Phone support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "Call Center Manage and route all your calls",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.whatsappSupport",
      "label": "WhatsApp support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "Email, live chat, phone, social media, WhatsApp, Viber, knowledge base — all unified in a single dashboard",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.socialMediaSupport",
      "label": "Social media support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "Social Media Chat with followers in LiveAgent",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3cb065e8afa9c2eb"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3cb065e8afa9c2eb",
            "excerpt": "manage customer conversations from multiple channels such as email, Facebook, Messenger, Instagram, Twitter, and even SMS/MMS text messages",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.knowledgeBase",
      "label": "Knowledge base",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "Knowledge Base Provide self-service options",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-78fa458659835368"
        ],
        "evidence": [
          {
            "sourceId": "ingest-78fa458659835368",
            "excerpt": "FAQ Customizable and embeddable FAQ center to help customers help themselves.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.customerPortal",
      "label": "Customer portal",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-06d6c24851887a4c"
        ],
        "evidence": [
          {
            "sourceId": "ingest-06d6c24851887a4c",
            "excerpt": "Customer Portal Gives you the opportunity to create an unlimited amount of separate customer portals",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.slas",
      "label": "SLAs",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e1c1b9bae75a4140"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e1c1b9bae75a4140",
            "excerpt": "Service Level Agreement (SLA) Learn about Service Level Agreements (SLAs) and their role in defining customer expectations and pro...",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.ticketRouting",
      "label": "Ticket routing",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e1c1b9bae75a4140"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e1c1b9bae75a4140",
            "excerpt": "Automated Ticket Distribution Automated ticket distribution in LiveAgent assigns help desk tickets to agents based on predefined r...",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.automation",
      "label": "Automation",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "Automate up to 75% of conversations with built-in AI.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-78fa458659835368"
        ],
        "evidence": [
          {
            "sourceId": "ingest-78fa458659835368",
            "excerpt": "Automate common tasks using a combination of workflow macros and AI",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.macros",
      "label": "Macros",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e1c1b9bae75a4140"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e1c1b9bae75a4140",
            "excerpt": "Canned Messages (Macros) Boost efficiency with LiveAgent's canned messages!",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.aiReplies",
      "label": "AI replies",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "AI Answer Assistant Instant polished replies",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e7ed82d3ba9bee00"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e7ed82d3ba9bee00",
            "excerpt": "Respond with AI Respond to customers professionally with AI suggested responses.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.aiTicketSummaries",
      "label": "AI ticket summaries",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-06d6c24851887a4c"
        ],
        "evidence": [
          {
            "sourceId": "ingest-06d6c24851887a4c",
            "excerpt": "AI Ticket Summary catch up",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e7ed82d3ba9bee00"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e7ed82d3ba9bee00",
            "excerpt": "Summarize with AI Save time and increase team productivity with professional conversation summaries",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.collisionDetection",
      "label": "Collision detection",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e1c1b9bae75a4140"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e1c1b9bae75a4140",
            "excerpt": "Agent Collision Detection Prevent multiple agents from working on the same ticket",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-3cb065e8afa9c2eb"
        ],
        "evidence": [
          {
            "sourceId": "ingest-3cb065e8afa9c2eb",
            "excerpt": "Collision detection helps prevent embarrassing moments.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.csat",
      "label": "CSAT",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e1c1b9bae75a4140"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e1c1b9bae75a4140",
            "excerpt": "Ticket satisfaction survey Collect customer satisfaction ratings after ticket resolution",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.customFields",
      "label": "Custom fields",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e1c1b9bae75a4140"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e1c1b9bae75a4140",
            "excerpt": "Custom ticket fields Add custom fields to tickets to capture specific information",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.multipleBrands",
      "label": "Multiple brands",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-78fa458659835368"
        ],
        "evidence": [
          {
            "sourceId": "ingest-78fa458659835368",
            "excerpt": "Multibrand Manage multiple support sites for multiple brands in one Re:amaze account.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.multipleInboxes",
      "label": "Multiple inboxes",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.multilingualSupport",
      "label": "Multilingual support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "AI Chatbot Resolves customer inquiries instantly, 24/7, in 100+ languages",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.shopifyIntegration",
      "label": "Shopify integration",
      "group": "Integrations",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-78fa458659835368"
        ],
        "evidence": [
          {
            "sourceId": "ingest-78fa458659835368",
            "excerpt": "Re:amaze for Shopify",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.crmIntegrations",
      "label": "CRM integrations",
      "group": "Integrations",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-d18bd37b3c9996e2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-d18bd37b3c9996e2",
            "excerpt": "Agile CRM integrates with LiveAgent to enhance customer service efficiency.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-f59db8d0c2e50e8c"
        ],
        "evidence": [
          {
            "sourceId": "ingest-f59db8d0c2e50e8c",
            "excerpt": "CATEGORIES All categories All categories Chatbots Chatbots Communications Communications CRM CRM E-Commerce E-Commerce Email Marketing Email Marketing Payments Payments Social Media Social Media Other Other",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "technical.api",
      "label": "API",
      "group": "Technical",
      "importance": 8,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-af6ce68c3c3fb8d0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-af6ce68c3c3fb8d0",
            "excerpt": "LiveAgent API made available via the Site",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-78fa458659835368"
        ],
        "evidence": [
          {
            "sourceId": "ingest-78fa458659835368",
            "excerpt": "Developer Home Embed SDK Mobile SDK Custom Module SDK JSON API Reference",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "technical.webhooks",
      "label": "Webhooks",
      "group": "Technical",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "re-amaze": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.mobileApps",
      "label": "Mobile apps",
      "group": "Platforms",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "re-amaze": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-78fa458659835368"
        ],
        "evidence": [
          {
            "sourceId": "ingest-78fa458659835368",
            "excerpt": "Re:amaze Mobile helps you keep customers close while on the go. Available on iOS and Android",
            "supports": "positive"
          }
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