LiveAgent monthly updates: May 2025 edition

This month, we’ve rolled out the new ‘Blind Transfer’ call function, refined the mass action options in the tickets list, and improved our email sorting mechanism. We’ve also implemented various security fixes and improvements. Here’s a rundown of what’s new:

Introducing the ‘Blind transfer" call function

We’re excited to announce an enhancement to our call transfer feature with the addition of a ‘Blind transfer" function. This innovative function enables agents to make an informed decision – they can select to either internally call a colleague before transferring the call or directly transfer the call to another colleague or department without calling them upfront.

Refining available actions in the mass actions panel

With your suggestions in mind, we’ve reworked the mass actions panel in the tickets list and integrated the most frequently utilized ticket actions. This augmentation not only enhances the user experience for our agents but also simplifies managing numerous tickets at once.

New Feedback-ID email header added to the mechanism

Our software mechanism is now even more efficient while determining whether to create a new ticket or add an email to an existing one. Recently, we’ve included a new email header, Feedback-ID, in our checks to ensure even problematic emails from eBay platform are neatly sorted.

Restoring attachments in the customer portal

Our attentive development team recently resolved a minor setback where customers could not view or download attachments from the agents’ responses on the customer portal. They were met with the ‘Full authentication is required to access this resource." error message, which we understand was inconvenient. However, we are pleased to confirm that from version 5.55 onwards, attachments are now fully functional.

Emails sent from forwarding incoming account trigger rules again

In pursuit of constant improvement, we recently encountered an issue where emails sent from an address that’s also connected as a forwarding incoming email account were not triggering various rules. We quickly rectified this, and we’re pleased to confirm that from version 5.55, all rules are correctly triggered for this type of email too.

Improved security fixes

Your security is our utmost priority. To that end, our recent versions have successfully incorporated various security fixes and improvements. These efforts are designed to make our software as secure as possible, preventing potential data leaks and attacks.

What’s next

Our dedicated teams continue to work on revamping the Getting Started section, refreshing the My Account section, and enhancing the AI Answer assistant feature. We look forward to unveiling these improvements in our upcoming blog posts.

We deeply appreciate your loyalty, prompt bug reporting, and invaluable feedback. Your ongoing support fuels our commitment to elevate your experience with LiveAgent. As we progress together, we promise to keep striving for excellence, ensuring that LiveAgent becomes increasingly efficient and user-friendly. Thank you for being a part of our journey.