LiveAgent monthly updates: March 2024 edition

Welcome back to our latest blog post, where we dive into the less visible yet incredibly vital updates that have been keeping us busy this month. While the spotlight has been on the major move to Amazon data centers, our team has also been hard at work squashing bugs and making essential tweaks under the hood. These changes might not make a grand appearance on your panel, but they’re the unsung heroes ensuring everything runs smoothly.

Images are back in the chat!

We’re stoked to announce a resolution to the recent issue affecting image sharing in our internal chat system. Previously, sending an image to an agent resulted in an error message stating ‘File does not exist," necessitating a panel refresh to view the image. This problem was traced back to a change in the ID during the process where the uploaded attachment was cloned and linked to the message.

Our development team was hard at work and has successfully addressed this issue, ensuring that images within internal chats are now accessible immediately after being sent. Additionally, we have rectified a related issue impacting the visibility of attachments added to ticket notes, ensuring these are now readily available to agents reviewing the tickets.

The AWS migration saga continues

Our quest to transition all LiveAgent accounts to Amazon’s data centers is on track and picking up steam. Hang tight for more updates as we forge ahead in this process, ensuring a smoother, faster, and more reliable experience for everyone.

Facebook integration gets a boost

Great news for all our users, especially those managing Meta business portfolios. We’ve given our Facebook integration a tune-up by adding a crucial business_management permission that was missing from our Facebook application before. This little hiccup made it tricky for some of you to link or view your Facebook pages in LiveAgent. With this update, connecting all your Facebook pages to LiveAgent should be smooth sailing from here on, making your social media management easier and more efficient!

Evolving visuals: Unveiling new icon batches

Building on the momentum from last month’s visual refresh, we’re excited to share that the evolution of LiveAgent’s design marches on with the rollout of new icon batches. This month, we’ve introduced a fresh set of icons that breathe new life into ticket statuses, department labels, tags, message context menu icons, and top-right menu profile items. These updates not only enhance the aesthetic appeal of your workspace but also aim to improve usability and navigation within LiveAgent.

As we continue to refine our platform, these latest additions represent just a part of our ongoing commitment to a visually appealing and highly functional user interface. And the good news doesn’t stop here – we’re already preparing the next batch of icons, ensuring that LiveAgent remains at the forefront of user-friendly design. Stay tuned for more updates as we keep enhancing your experience with appealing design touches.

Refreshed WhatsApp integration with 360dialog

We’ve swiftly updated our WhatsApp integration in response to API changes from our provider, 360dialog, ensuring seamless message delivery via their new Cloud API. This shift means that if your WhatsApp numbers are linked through 360dialog, it’s time to migrate from the old On-premise API, which is being phased out. Rest assured, 360dialog is guiding all users through this transition and no longer allowing new connections via the old API.

To keep you in the loop and supported, we’ve reached out to customers with 360dialog-connected WhatsApp numbers, offering our assistance for a smooth migration. Our goal is to keep your communication channels open and secure.

Outro

And that wraps up this month’s update! Between chat refactoring, sprucing up designs, prepping a new version of the editor for ticket answers, and continuing our migration journey, there’s never a dull moment here.

Stay tuned for more updates, and as always, we’re grateful for your trust and partnership as we navigate these exciting changes together. Here’s to more improvements and a fantastic journey ahead!