LiveAgent monthly updates: February 2025 edition

This month, we are excited to share some positive advancements to LiveAgent. We will give you a sneak peek at our impressive AI Chatbot feature, a recollection of fixes to some recent challenges, and an overview of some design modifications. So, let’s dive in!

Created tickets: now counted correctly in reports

We have ironed out a minor glitch impacting the accurate count of new tickets in our reports. This gaffe was rectified promptly, and we are back to accurately counting all new tickets in our latest 5.53 version.

A glimpse into AI Chatbot

We are thrilled to offer a glimpse into our brand-new feature, the AI Chatbot, a major breakthrough we anticipate launching this quarter. While making the last tweaks and adjustments we’ve identified opportunities for swift tweaks and enhancements that will improve your experience with the AI chatbot – our team is busy working on that as we speak.

As can be seen in the sneak peek into an AI Chatbot ticket, agents can see the chatbot’s interactions live and review them whenever necessary. Agents can also intervene when needed, ensuring a human touch when required. The visitor also has the option to request a real-time conversation with a support agent – we have designed the AI bot experience to ensure a seamless transition from the chatbot to a real agent. The AI bot chats are visually distinguished and properly listed to not blend in into chats with support agents in the Chats overview section.

You’re welcome to experience our AI bot firsthand on our website – our Contact Us multi-widget includes an option to interact with the AI bot. Alternatively, you can engage with our AI bot by simply clicking on the chat button in the bottom right corner of this page.

Rest assured that all necessary integration and setup guides will be ready and available before our AI chatbot feature goes live, with our support team happy to help you with its setup anytime as well. In the meantime, you can read more information about our new feature also on our LiveAgent AI Chatbot page.

Agents’ email address populated correctly

We have resolved an issue regarding an agent’s email address not being displayed while replying to a ticket if the agent’s username was the same as the email address from which the email was sent. From version 5.53 onwards, all ticket reply recipients will be correctly displayed once again.

Enhanced security measures of the built-in email

We have taken decisive steps to enhance the security of the built-in email address feature to mitigate any instances of spam or fraudulent behavior. Applied immediately, from now on in various scenarios it is highly restricted or impossible to send out emails from the built-in email address. We highly recommend using your own email addresses to send emails as it would not only increase your emails’ security & deliverability but also add a professional touch.

Refined ticket content and sections design

Lastly, in line with our commitment to enhancing user interface & experience, we have made some refinements to the design of our Recent and Related Tickets sections, and ticket content itself. We hope you appreciate these changes aimed at improving clarity and making LiveAgent more user-friendly.

What’s next?

In our next update, we look forward to sharing news about the AI chatbot release, chat button window updates, and new default ticket filters. We appreciate your loyalty and valuable feedback, which help us continually refine LiveAgent to better serve you. Stay tuned for more exciting updates in our next blog post!