GetApp offers objective, independent research and verified user reviews. We may earn a referral fee when you visit a vendor through our links.
Our commitment
Independent research methodology
Our researchers use a mix of verified reviews, independent research, and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology.
Verified user reviews
GetApp maintains a proprietary database of millions of in-depth, verified user reviews across thousands of products in hundreds of software categories. Our data scientists apply advanced modeling techniques to identify key insights about products based on those reviews. We may also share aggregated ratings and select excerpts from those reviews throughout our site.
Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI.
How GetApp ensures transparency
GetApp lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. GetApp is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider’s website.
LiveAgent vs Shelf Comparison (2026)
Add to Compare
Compare similar apps
Salesforce Sales Cloud
4.4
Zendesk Suite
4.4
LiveChat
4.6
Good recommendations?
Overview
Cloud-based customer service platform for businesses of all sizes, combining live chat, AI chatbot, email ticketing, and call center.
The Shelf modern knowledge management platform helps businesses thrive with on-demand answers to the questions that block customer and employee success. Awarded for overall usability by Gartner Digital Markets for three consecutive quarters.
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
No videos yet
Pricing
User reviews
4.7
1.7K
5
4
3
2
1
1.2K
458
49
6
1
- Value for money
- Ease of use
- Features
- Customer support
88%
would recommend this app4.8
106
5
4
3
2
1
91
13
2
0
0
- Value for money
- Ease of use
- Features
- Customer support
93%
would recommend this appPros
“Liveagent's feature rich environment, it almost fulfil all of our needs in one price model, our customer enquiries segment is fully solved by liveAgent.”
Kamlesh M.
marketing consultant
“True Omnichannel Ticket Management: It features a highly reliable universal inbox that neatly converts emails, live chats, phone calls.”
Ar
Andhale r.
Customer service associate
“The software is highly regarded for its lightweight, lightning-fast live chat widget, native built-in VoIP call center.”
Ar
Andhale r.
Customer service associate
Pros
“Shelf is a great tool when it comes to our overall knowledge management needs. Since our implementation of Shelf we have seen an increase in advisor engagement and sentiment towards our knowledge management efforts.”
BD
Brandon D.
Training and Knowledge Manager
“With announcements we can send communications, attach Gem, set due dates, and require confirmation.”
BD
Brandon D.
Training and Knowledge Manager
“Tool functionality abilities (Answer Assist, chatbot integration, language containment within one gem, search functionality within documents, etc.).”
AW
Annie W.
Associate Manager, Call Center Technology
Cons
“Several other things don't work well - it loses the connection very easily, sometimes causing a complete loss of what you were doing, and merging tickets is a pain compared to Freshdesk, where all you had to do was click on the tickets you wanted to merge and selecting "merge."”
AF
Alex F.
President
“The user interface feels a bit outdated compared to its competitors and setting up advanced routing rules is a bit complicated.”
RC
Ridhima C.
Copywriter
“It's a bit buggy, and some things are just plain stupid - eg, you can only have one window open at a time, which makes using 2 screens to compare notes from one ticket to another impossible, for instance.”
AF
Alex F.
President
Cons
“I don't agree with this, but many of the agents who use Shelf struggle with the search algorithm; when they use a search term to find something specific, the result they want is sometimes the 3rd or 4th result, not the 1st.”
SH
Shannon H.
Content Specialist
“Our advisors do not like how Shelf was integrated with Zendesk.”
BD
Brandon D.
Training and Knowledge Manager
“I also miss an function where you can assign GEMs directly to owner of the document.”
KT
Karianne T.
Competence & Quality Manager
- Vendor responds to reviews
- Last review2 months ago
- Vendor responds to reviews
- Last reviewa year ago
Key features
- Total features180
- AI Copilot
- AI Summarization
- AI Text Generation
- AI Text Summarization
- AI/Machine Learning
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Adaptive Learning
- Adaptive Responses
- Administrator Access
- Agent Interface
- Agent Scheduling and Assignment
- Agentic Task Execution
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Approval Process Control
- Archiving & Retention
- Artificial Intelligence
- Assignment Management
- Assignments and Tasks
- Attachments/Screencasts
- Audio File Management
- Audit Trail
- Auto-Dialer
- Automated Attendant
- Automated Responses
- Automated Routing
- Automated Ticket Resolution
- Automated response
- Automatic Call Distribution
- Automation
- Autonomous Task Execution
- Autoresponders
- Blended Call Center
- Brand Design Consistency
- Branding
- CRM
- CRM Integration
- Call Back
- Call Center Management
- Call Conferencing
- Call Disposition
- Call List Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tagging
- Call Tracking
- Call Transcription
- Call Transfer
- Call Whispering
- Callback Scheduling
- Caller ID
- Canned Responses
- Case Management
- Catalog Management
- Chat/Messaging
- Chatbot
- Code-free Development
- Collaboration Tools
- Collection of information
- Commenting/Notes
- Communication Management
- Communications Management
- Community Forums
- Computer Telephony Integration
- Concurrent Calling
- Contact Database
- Contact Management
- Content Library
- Content Management
- Content Publishing Options
- Contextual Response Generation
- Control
- Conversation Archiving
- Conversational AI
- Create Content
- Cross-system Integration
- Customer Complaint Tracking
- Customer Database
- Customer Experience Management
- Customer History
- Customer Interaction Automation
- Customer Profiles
- Customer Segmentation
- Customer Service Analytics
- Customer Support
- Customer Surveys
- Customizable Branding
- Customizable Caller ID
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Customization
- Dashboard
- Data Import/Export
- Data Security
- Data Visualization
- Decision Making
- Decision Support
- Device Responsiveness
- Discussions/Forums
- Document Automation
- Document Capture
- Document Classification
- Document Generation
- Document Management
- Document Processing
- Document Review
- Document Storage
- Drag & Drop
- Drag & Drop Editor
- Email Alerts
- Email Management
- Email Templates
- Email to Case
- Employee Directory
- Engagement Tracking
- Escalation Handling
- Fax Management
- Feedback Collection
- Feedback Management
- File Conversion
- File Recovery
- File Sharing
- File Transfer
- Forms Management
- Full Text Search
- Gamification
- Generative AI
- Help Desk
- Human-in-the-loop (HITL)
- IVR
- Inbound Call Center
- Inbound Identification
- Inbound Screen Pop
- Inbox Management
- Independent Decision Making
- Inquiry Routing
- Integrations
- Intent Recognition
- Interaction Tracking
- Internal Discussion
- Issue Management
- Issue Tracking
- Key Performance Indicators
- Knowledge Base
- Knowledge Base Management
- Knowledge Base Utilization
- Knowledge Management
- Language Detection
- Live Chat
- Machine Learning
- Macros
- Macros/Templated Responses
- Manual Dialer
- Mentions
- Menu bars
- Mobile Access
- Mobile App
- Mobile Optimization
- Mobile User Support
- Monitoring
- Multi-Channel Communication
- Multi-Channel Coverage
- Multi-Channel Distribution
- Multi-Channel Management
- Multi-Language
- Multilingual Support
- Multiple Data Sources
- Multiple Scripts
- Natural Language Interaction
- Natural Language Processing
- Negative Feedback Management
- Notes
- Notifications
- Offline Form
- Omnichannel
- Optical Character Recognition
- Outbound Call Center
- PBX
- Performance Evaluation
- Performance Management
- Performance Metrics
- Performance Tracking
- Personalization
- Phone
- Phone Key Input
- Pre-Configured Bot
- Pre-built Templates
- Pre-recorded Messages
- Predictive Dialer
- Prioritization
- Priority Case Alerts
- Proactive Chat
- Problem Solving
- Real-Time Notifications
- Real-Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- Rich Text Editor
- SEO Management
- SSL Security
- Search/Filter
- Self Service Portal
- Single Sign On
- Surveys & Feedback
- Tagging
- Templates
- Text Editing
- Third-Party Integrations
- User Management
- Version Control
- Video Support
- WYSIWYG Editor
- Web Notifications
- Website Integration
- Widgets
- Wiki
- Workflow Management
- Total features81
- AI Copilot
- AI Summarization
- AI Text Generation
- AI Text Summarization
- AI/Machine Learning
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Adaptive Learning
- Adaptive Responses
- Administrator Access
- Agent Interface
- Agent Scheduling and Assignment
- Agentic Task Execution
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Approval Process Control
- Archiving & Retention
- Artificial Intelligence
- Assignment Management
- Assignments and Tasks
- Attachments/Screencasts
- Audio File Management
- Audit Trail
- Auto-Dialer
- Automated Attendant
- Automated Responses
- Automated Routing
- Automated Ticket Resolution
- Automated response
- Automatic Call Distribution
- Automation
- Autonomous Task Execution
- Autoresponders
- Blended Call Center
- Brand Design Consistency
- Branding
- CRM
- CRM Integration
- Call Back
- Call Center Management
- Call Conferencing
- Call Disposition
- Call List Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tagging
- Call Tracking
- Call Transcription
- Call Transfer
- Call Whispering
- Callback Scheduling
- Caller ID
- Canned Responses
- Case Management
- Catalog Management
- Chat/Messaging
- Chatbot
- Code-free Development
- Collaboration Tools
- Collection of information
- Commenting/Notes
- Communication Management
- Communications Management
- Community Forums
- Computer Telephony Integration
- Concurrent Calling
- Contact Database
- Contact Management
- Content Library
- Content Management
- Content Publishing Options
- Contextual Response Generation
- Control
- Conversation Archiving
- Conversational AI
- Create Content
- Cross-system Integration
- Customer Complaint Tracking
- Customer Database
- Customer Experience Management
- Customer History
- Customer Interaction Automation
- Customer Profiles
- Customer Segmentation
- Customer Service Analytics
- Customer Support
- Customer Surveys
- Customizable Branding
- Customizable Caller ID
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Customization
- Dashboard
- Data Import/Export
- Data Security
- Data Visualization
- Decision Making
- Decision Support
- Device Responsiveness
- Discussions/Forums
- Document Automation
- Document Capture
- Document Classification
- Document Generation
- Document Management
- Document Processing
- Document Review
- Document Storage
- Drag & Drop
- Drag & Drop Editor
- Email Alerts
- Email Management
- Email Templates
- Email to Case
- Employee Directory
- Engagement Tracking
- Escalation Handling
- Fax Management
- Feedback Collection
- Feedback Management
- File Conversion
- File Recovery
- File Sharing
- File Transfer
- Forms Management
- Full Text Search
- Gamification
- Generative AI
- Help Desk
- Human-in-the-loop (HITL)
- IVR
- Inbound Call Center
- Inbound Identification
- Inbound Screen Pop
- Inbox Management
- Independent Decision Making
- Inquiry Routing
- Integrations
- Intent Recognition
- Interaction Tracking
- Internal Discussion
- Issue Management
- Issue Tracking
- Key Performance Indicators
- Knowledge Base
- Knowledge Base Management
- Knowledge Base Utilization
- Knowledge Management
- Language Detection
- Live Chat
- Machine Learning
- Macros
- Macros/Templated Responses
- Manual Dialer
- Mentions
- Menu bars
- Mobile Access
- Mobile App
- Mobile Optimization
- Mobile User Support
- Monitoring
- Multi-Channel Communication
- Multi-Channel Coverage
- Multi-Channel Distribution
- Multi-Channel Management
- Multi-Language
- Multilingual Support
- Multiple Data Sources
- Multiple Scripts
- Natural Language Interaction
- Natural Language Processing
- Negative Feedback Management
- Notes
- Notifications
- Offline Form
- Omnichannel
- Optical Character Recognition
- Outbound Call Center
- PBX
- Performance Evaluation
- Performance Management
- Performance Metrics
- Performance Tracking
- Personalization
- Phone
- Phone Key Input
- Pre-Configured Bot
- Pre-built Templates
- Pre-recorded Messages
- Predictive Dialer
- Prioritization
- Priority Case Alerts
- Proactive Chat
- Problem Solving
- Real-Time Notifications
- Real-Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- Rich Text Editor
- SEO Management
- SSL Security
- Search/Filter
- Self Service Portal
- Single Sign On
- Surveys & Feedback
- Tagging
- Templates
- Text Editing
- Third-Party Integrations
- User Management
- Version Control
- Video Support
- WYSIWYG Editor
- Web Notifications
- Website Integration
- Widgets
- Wiki
- Workflow Management
Integrations
- Total integrations30
- AWeber
- ActiveCampaign
- Adobe Commerce
- Agentforce
- BigCommerce
- Box
- ChargeDesk
- ChatGPT
- Claude
- ClickHelp
- ClickUp
- Confluence
- Contentful
- Dropbox
- Five9
- FlowHunt
- Genesys Cloud CX
- GetResponse
- GitHub
- Google Workspace
- Guru
- Helpjuice
- Intuit Mailchimp Email Marketing
- Jira
- Klaviyo
- Kustomer
- Microsoft 365
- NiCE CXone
- Nicereply
- Notion
- Pipedrive
- PrestaShop
- Salesflare
- Salesforce Platform
- Salesforce Sales Cloud
- Shopify
- Slack
- Talkdesk
- Telegram
- Twilio
- Twitter/X
- Viber
- Wix
- WooCommerce
- Zapier
- Zendesk Suite
- Total integrations19
- AWeber
- ActiveCampaign
- Adobe Commerce
- Agentforce
- BigCommerce
- Box
- ChargeDesk
- ChatGPT
- Claude
- ClickHelp
- ClickUp
- Confluence
- Contentful
- Dropbox
- Five9
- FlowHunt
- Genesys Cloud CX
- GetResponse
- GitHub
- Google Workspace
- Guru
- Helpjuice
- Intuit Mailchimp Email Marketing
- Jira
- Klaviyo
- Kustomer
- Microsoft 365
- NiCE CXone
- Nicereply
- Notion
- Pipedrive
- PrestaShop
- Salesflare
- Salesforce Platform
- Salesforce Sales Cloud
- Shopify
- Slack
- Talkdesk
- Telegram
- Twilio
- Twitter/X
- Viber
- Wix
- WooCommerce
- Zapier
- Zendesk Suite
Alternatives
Explore similar apps
