LiveAgent monthly updates: April 2024 edition

Welcome back to this month’s blog post, where we spotlight the significant developments that have been keeping us busy this month. Our migration to Amazon data centers remains a primary focus, but that’s not all—we’ve also rolled out new updates, changes, and an exciting new integration that streamlines access. These efforts are all aimed at ensuring your LiveAgent experience is better than ever, so let’s get into them!

New Duo integration

Say hello to Duo, the latest addition to our Single Sign-On (SSO) family! With this integration, logging into your LiveAgent account using Duo just became easier. Your Duo account grants you access with a single click, bypassing the usual username and password hassles. We’ve prepared a handy Duo integration guide to help you set up step by step. Duo now joins Google, Microsoft, Facebook, and Okta as our fifth SSO method !

AWS migration saga: EU data center update

Our migration to Amazon data centers is progressing with continued effort. We’ve successfully moved our entire US New Jersey data center, and our EU Slovak data center is currently en route to its new home in the EU Amazon data center. Four more data centers to go, but we’re optimistic that the move will continue to advance on track.

Important updates & changes: A new approach

While these monthly updates are great for sharing important news with you all on a regular basis, we realized that they aren’t enough for sharing crucial updates that need your attention sooner rather than later.

We’ve now launched a new ‘Important Updates & Changes" category in our knowledge base. There, we’ll provide detailed articles about each major change in LiveAgent, along with any necessary actionable steps. There are also discussions about sending these important changes as email notifications to customers who have subscribed to our newsletter. The blog isn’t going anywhere, but now there will be multiple avenues for staying up to date.

Important update: Chat and call transfers

Following our latest update on new changes, our first article under the new category addresses a significant update: the transfer ticket rule action for rules that are executed during ongoing chats or calls has been disabled. This decision was made after an extended and thorough investigation revealed that this rule action often caused chats and calls to become stuck or incorrectly hang up. We understand this is a major change, but it is crucial to ensure operations continue smoothly without requiring developer intervention to resolve these issues.

New ticket answer & articles editor

Our last editor version rollout was, to put it lightly, a learning experience. Upon deployment, many of our customers experienced broken templates, distorted images, and other layout issues. While we aimed to offer something fresh, it didn’t quite pan out as hoped – sorry for that!

Our team has been diligently at work addressing these problems, so we already have a new version of the editor ready to be used. We’ve since learned valuable lessons from this hiccup, so we’d like to thank you for your patience and hope you accept our sincere apologies for any inconvenience caused.

Outro

And that wraps up this month’s update! The AWS migration continues, ensuring data safety and accessibility with Amazon’s advanced infrastructure. Chat refactoring is a priority, enhancing live chat experiences for all. Plus, we’re working hard on a fresh ticket grid design to streamline ticket management.

We’re also developing an AI ticket assistant feature to empower agents with intelligent suggestions, boosting productivity. Stay tuned for more updates, and as always, thank you for your trust and support. Here’s to growth, innovation, and a fantastic journey ahead!