LiveAgent's 2026 roadmap: enhanced communication tools and optimized user experience

Expanding reach with Telegram integration

LiveAgent is about to roll out an integration with Telegram, one of the world’s most popular messaging platforms. This addition will enable businesses to connect with customers across new channels, particularly in regions where Telegram enjoys widespread adoption. The integration represents LiveAgent’s continued commitment to meeting customers where they already communicate.

Mobile innovation: a new call-focused app

Responding directly to customer feedback, LiveAgent’s development team has begun work on a completely redesigned mobile application dedicated to call handling. The new app aims to deliver a more efficient and intuitive experience compared to the current version, addressing user pain points while modernizing the mobile call management workflow. Additional details about features and release timelines will be shared as development progresses.

Helpdesk replies, powered by AI

You might have already noticed a single Answer Assistant button in your interface. This change was implemented to allow one OpenAI account to be used for both the Composer and Improver functions.

The ongoing redesign of AI Answer Assistant will combine two functions in the background:

• Answer Composer - This function populates ticket messages into context, allowing AI to generate accurate and correct answers.
• Answer Improver - This function allows you to refine the answer draft by further instructions, or generate a fresh new answer draft based on provided instructions without working with the previous ticket messages.

  

Design/UI/UX improvements

Enhanced ticket layout

Our diligent designers have revamped the design of the ticket layout and the action box. The overhaul encompasses the answer editor and AI-powered features including the Answer Composer and Improver functions.

Already from version 5.60, users are able to switch the docking position or even unpin their action/reply box. These improvements provide users with more flexibility to adjust the interface to their comfort, resolving difficulties experienced by users with very small or large screen sizes.

A Broader Visual Refresh

Beyond the ticket layout improvements, LiveAgent embarks on a comprehensive visual modernization effort across the entire platform. Our design team is already replacing outdated icons with more modern alternatives, a process that is already partially underway throughout the interface.

This visual refresh represents just the beginning of broader design enhancements planned for the near future, aimed at creating a more polished and modern user experience.

Technical advancements

API version 4 on the horizon

The development team has made substantial progress on API v4, which will initially launch with new endpoints. Plans include gradually migrating functionality from previous API versions to the new platform, providing developers with more powerful and modern integration capabilities.

Real-time call monitoring

A new feature currently in development will allow agents to listen to ongoing calls, enabling supervisors and experienced team members to provide real-time support and guidance to active agents handling customer conversations.

Looking ahead

LiveAgent’s 2026 roadmap also includes several additional features in various stages of development:

• AI multi-lingual support to provide real-time translation that lets your agents communicate seamlessly with customers worldwide
• Department archiving to help organize and manage historical data
• Automatic ticket tagging for improved categorization and workflow efficiency
• Customizable wallboard for agents and services overview: providing personalized performance dashboards
• Expanded AI-powered functionality to further enhance customer service capabilities

These updates reflect LiveAgent’s ongoing commitment to evolving its platform based on customer needs and industry trends.