LiveAgent monthly product update: February edition

As February unfolds, our focus remains on delivering meaningful, customer-driven improvements to LiveAgent. This month brings a major step forward with Telegram integration entering its final testing phase, continued refinement of the AI Answer assistant to make it simpler and more effective, and a set of targeted UI and UX enhancements aimed at smoother daily workflows. Here’s a concise overview of what’s new and what’s coming next.

Telegram integration on the horizon

Kicking off with some exciting news - we are thrilled to announce that we’ve successfully completed the Telegram integration and it’s now making its last journey through the final testing stage!

With the planned release in version 5.61, Telegram finds its rightful place in our social media and messaging apps integration family alongside Facebook, Instagram, Viber, Slack, X, and WhatsApp. This fresh integration gives you the power to connect your Telegram bot with LiveAgent, allowing you to receive and respond to messages right from the LiveAgent panel.

While your account gets updated to the new version, you’re welcome to dig through the comprehensive set of guides our team has compiled, all prepared to help you integrate and set up your own Telegram bot to start providing support to your customers via Telegram.

AI Answer assistant: Enhanced and improved

As a direct result of our customers’ invaluable feedback, we’ve given our AI Answer Composer & Improver features a design makeover, making them more user-friendly and aesthetically pleasing. We’re also in the process of combining these features into a single, easy-to-use AI Answer assistant .

As part of our mission to simplify the setup process, we’ll be fully merging the Composer and Improver into a single feature, introducing also the simple use of OpenAI models for both functions in addition to the advanced FlowHunt integration, and much more.
While several enhancements have already been rolled out, keep an eye out for more updates in the near future.

We’ve also taken a step further and improved the default FlowHunt AI agent’s prompt for the AI Answer assistant feature, in order to make it clearer, more effective, and more capable of dealing with ambiguous or complex situations. Existing users can add a new AI agent in their FlowHunt workspace to access the new default prompt and tailor their own accordingly.

Knowledge base categories search function fixed

We’ve recently rectified a minor issue in the search function on the customer portal of the Material theme, which was searching all categories, rather than only the current one. This has been swiftly addressed by our committed developers and the search function now aligns with the behavior of other themes.

Design & UX: Committed to excellence

In line with our commitment to enhance LiveAgent’s user experience, we’ve carried out several UI and UX modifications. For instance, the left side menu sidebar can now be pinned while viewing a ticket, we’ve expanded the side space of the ticket answer editor to avoid accidental hovers over the collapsed menu, introduced a new shortcut (Esc) to cancel ticket title modifications and implemented a modern set of icons. In version 5.61, you can also look forward to a new function allowing you to upload multiple attachments in one go.

Saying goodbye to old contact widget themes

Last but not least, we’d like to announce gradual removal of old contact widget themes starting with the Classic chat & Squared chat themes. This allows us to concentrate on enhancing a select few themes. Customers currently using these themes will only see them hidden in unused widgets. However, we recommend you explore and switch to our latest Material theme with its sleek modern design and available light/dark color schemes.

What’s next

In the upcoming months we have a host of features in the pipeline including a new mobile app for the call center, a live call listening feature, support for Let’s Encrypt SSL certificates, a new API v4, and a departments archiving function. The team of LiveAgent appreciates your loyalty and the time you take to share feedback and report issues. Your feedback, bug reports, and ongoing support inspire us to keep making LiveAgent better for you.