LiveAgent monthly updates: January 2025 edition

In this monthly update for our LiveAgent software, we’re thrilled to share some major updates including our new AI integration & AI feature, unification of our reseller product lines, a resolved bug concerning call recordings, among other improvements. Let’s delve into the details.

Introducing the new AI feature – AI Chatbot

The headline news is the near completion of our new AI Chatbot feature. Our dedicated developers, quality assurance, and support teams are currently putting in their best efforts to finalize tests and make necessary refinements. The release of this new feature is on the horizon, likely within this current quarter.

You’re more than welcome to try it out for yourself on our website, as our Contact Us multi-widget now includes an option to chat with our new 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.

While detailed guides on how to integrate and set up this feature will be shared in our next blog post, please note that functionality and design changes may occur in the meantime.

This AI chatbot will require integration with another one of our products – FlowHunt, which is also our new AI provider. We strongly encourage you to explore FlowHunt as we anticipate a surge of AI features leveraging this new tool in the near future.

Unification of reseller’s variations

We’re progressing on the migration and unification of accounts of our Czech, Swedish, and Japanese resellers’ customers onto a single, standard product. This transition will enable us to offer all LiveAgent users equal access to the latest improvements and features, and facilitate a smoother internal process and deployment of new versions.

API changes for ticket retrieval

In our ongoing effort to streamline the execution of API requests, we’ve narrowed down the available filters for API v3 GET /tickets requests. Effective from version 5.51.5.29, only filters available in the panel can be utilized in the API requests to retrieve lists of tickets. Non-supported filters will either trigger an error response or be overlooked with results presented as if no filter was applied.

If you are utilizing our API v3 to retrieve lists of tickets with the _filters parameter in your requests, we advise reviewing all your sources that use our API according to our new article about filtering GET /tickets API v3 results, to ensure you are using the supported filters.

Call recordings back on track

A minor misconfiguration causing the inability to see the length of some call recordings or download them arose in the recent LiveAgent version. Due to the prompt reports from our vigilant users, our developers were able to swiftly pinpoint and resolve the issue.

In the upcoming version 5.53, we assure you that all call recordings will be performing smoothly once again.

What’s next?

Our upcoming updates include a rework of the chat button settings window, changes to available email accounts for departments and built-in email accounts, along with improvements to theme design and UI. As always, we’re immensely grateful for your loyalty, bug reporting, and invaluable feedback, which consistently help us enhance our software. We look forward to connecting with you in the next blog post.