LiveAgent monthly updates: June 2025 edition

In June, we focused on refining the user experience: from user interface improvements and resolving small bugs to simplifying processes. In this post, we’ll highlight what’s been improved and offer a sneak peek into exciting future developments. Let’s dive in!

AI Answer assistant interface enhancements

In preparation for the new AI answers suggestion feature, we’ve been fine-tuning the user interface of our Answer assistant feature, ensuring seamless user experience and improved overall clarity.

Connecting incoming emails to the right conversation

While keeping an eye on things and listening to customer feedback, we noticed an unexpected issue with the recently added Feedback-ID email header to the mechanism. To avoid unrelated emails getting merged, we’ve replaced it with the eBayId header for better service.

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Office 365 shared mailbox connection via OAuth

In line with the changes from Microsoft and to maintain the highest security standards, from version 5.56 onwards, Microsoft/Office 365 shared mailboxes can be connected via OAuth connector as outgoing email accounts. This eliminates the need for entering SMTP details, usernames, and passwords into our application, requiring only enabled SMTP AUTH in your Microsoft account/tenant.

Informing visitors when chat disconnects

After enhancements to our chat feature, we noted a minor issue where visitors didn’t get a message letting them know that the chat had ended because their session expired.

However, our development team has addressed this promptly, and a solution has been implemented across all accounts to ensure proper display of ended chat notifications.

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Nicereply integration upgrade

In response to changes in the Nicereply API, our team developed a new integration plugin. However, we noticed that the plugin needed further refinement for proper functionality. We’ve now made the necessary improvements and incorporated the fix into the current version.

Rules recognition of action initiator

After completing our authorization refactoring, we encountered an issue where action initiators were not recognized correctly in the rules. This resulted in occasional incorrect unassignment of tickets from agents. We’ve since fixed this issue and implemented the solution across all accounts.

Fixed access to attachments in customer portal

Last but not least, we’ve resolved a glitch that was making it impossible to access attachments that agents sent. Now, customers can view and download attachments effortlessly from the portal.

What’s next

In our forthcoming update, we’re looking forward to sharing details about the new AI answer suggestion feature and a new spoofing protection mechanism. Our professionals are also working on improvements to the Getting Started section, updating the My Account section, and revamping the chat feature.

We are grateful for your continued loyalty, prompt bug reporting, and invaluable feedback. Your unwavering support drives our commitment to enhancing your LiveAgent experience.