LiveAgent monthly product update: May edition
Explore LiveAgent's May 2026 updates, featuring AI Agents, AI Work features, LiveAgent MCP Integration, and more.
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Blog
News
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Features
Connect AI tools to LiveAgent with MCP
Let Claude Desktop and other MCP-compatible AI clients search, tag, and act on your tickets directly — inside the same permissions your agents already have.
Model Context Protocol
A standard way for AI tools to plug into your help desk
MCP is an open standard for connecting AI applications to outside tools and data. LiveAgent's MCP server exposes tickets, ticket messages, knowledge base articles, agents, and departments as tools an MCP-compatible AI client can call directly — no custom integration required.
- Search and read tickets, messages, and knowledge base articles
- Tag, assign, transfer, resolve, and reopen tickets
- List agents and departments to route work correctly
- Reply to WhatsApp conversations where enabled
MCP Server · Claude Desktop
Claude Desktop
Connected
search_tickets
Idle
Called
get_ticket_messages
Idle
Called
add_tags_to_ticket
Idle
Called
resolve_ticket
Idle
Called
mcp.connect({ client: “Claude Desktop”, tools: “33”, scope: “tickets kb agents” })
MCP server
Built for teams already using an AI client
If your team already relies on Claude Desktop or another MCP-compatible AI client day-to-day, connect it once and let it work with live ticket data instead of a static export.
What your AI client can help with:
- Triage and tag incoming tickets
- Summarize long ticket threads on request
- Look up knowledge base answers while chatting with you
- Route tickets to the right department
Access stays inside your existing permissions
Connecting an AI client isn't a one-click, all-access step. It runs through an OAuth 2.1 authorization flow with a consent screen, so you approve exactly which account it acts as.
What stays under your control:
- Every ticket action is checked against that account's department and role permissions
- Access tokens are scoped to approved actions, not blanket account access
- Individual tools, like WhatsApp replies, can be turned off
How It works?
Click Generate token
Click Generate token.
Copy it right away
Copy it right away — LiveAgent only shows it to you once, so if you lose it, you'll need to make a new one.
Paste it into your AI tool
Paste it into your AI tool wherever it asks for a token.
Every tool your AI client can call
LiveAgent’s MCP server gives a connected AI client 33 tools to work with, covering tickets, custom fields, the knowledge base, and more. Every tool still respects the connecting account’s own department and role permissions, so an AI client never sees or does more than the agent it’s acting as.
Tickets
| What it does for you | Tool |
|---|---|
| Finds tickets matching a keyword, status, or other filter, so your AI client can pull up the right one without you searching manually | search_tickets |
| Reads a ticket’s full conversation, message by message, so it has real context before doing anything | get_ticket_messages |
| Checks a ticket’s details — status, channel, and other metadata | get_ticket_metadata |
| Sees what tags exist on the account | get_tags |
| Adds a tag to a ticket | add_tags_to_ticket |
| Removes a tag from a ticket | remove_tags_from_ticket |
| Assigns a ticket to an agent | assign_ticket |
| Moves a ticket to another department | transfer_ticket |
| Resolves a ticket | resolve_ticket |
| Reopens a resolved ticket | reopen_ticket |
| Flags a ticket as spam | mark_as_spam |
| Clears a spam flag that shouldn’t be there | mark_as_not_spam |
| Adds an internal note that only agents see, not the customer | add_note |
| Reads back a ticket’s existing internal notes | get_ticket_notes |
Custom ticket fields
| What it does for you | Tool |
|---|---|
| Shows what custom fields your account has set up | get_ticket_field_definitions |
| Reads the values already filled in on a ticket | get_ticket_field_values |
| Fills in or updates a field’s value — creates it if it isn’t set yet | set_ticket_field_value |
| Clears a field’s value | delete_ticket_field_value |
AI-generated content
| What it does for you | Tool |
|---|---|
| Checks if a ticket already has an AI summary, and reads it if so | get_ticket_summary |
| Generates and saves a new summary for a ticket | submit_ticket_summary |
| Drafts a reply for an agent to review before sending, instead of sending it directly | submit_answer_suggestion |
| Submits polished or AI-edited text for the answer assistant to use | submit_text_modification |
Knowledge base
| What it does for you | Tool |
|---|---|
| Lists the knowledge bases (customer portals) on your account | list_knowledge_bases |
| Browses categories as a tree, the same structure customers see | list_kb_categories |
| Searches articles by keyword | search_kb_articles |
| Reads one article in full | get_kb_article |
| Writes a new article | create_kb_article |
| Updates an existing article | update_kb_article |
| Creates a category to keep articles organized | create_kb_category |
| Updates an existing category | update_kb_category |
Team lookups
| What it does for you | Tool |
|---|---|
| Lists your agents, so the AI client can route work to the right person instead of guessing | list_agents |
| Lists your departments, so the AI client can route work to the right team instead of guessing | list_departments |
Channel-specific
| What it does for you | Tool |
|---|---|
| Replies to a customer on WhatsApp — only while the 24-hour customer-service window is open, and only for the conversation the AI client is already handling, so it can’t jump into a different customer’s chat | reply_via_whatsapp |
Testimonials
Join thousands of teams building AI-ready support with LiveAgent
“LiveAgent combines excellent live chat, ticketing and automation that allow us to provide exceptional support to our customers.”
Peter Komornik
Slido
“It’s a pleasure to have a great portal that improves our customer service.”
Roman Bosch
Partly
“LiveAgent empowers our agents to provide better, faster, and more accurate support.”
Christine Preusler
HostingAdvice
“LiveAgent helped us to achieve 2 important goals: increase customer satisfaction and sales.”
Karl Dieterich
Covomo
“We have been using LiveAgent since August and we are really satisfied with it.”
Hendrik Henze
HEWO Internetmarketing
“Since we are using LiveAgent our response time improved by 60%.”
Razvan Sava
Webmaster Deals
“Our paid customer conversion rate went up 325% the first month we’ve set up and actively started using LiveAgent.”
Taras Baca
XperienceHR
“We find LiveAgent to be the best live chat solution by far.”
Matt Janaway
The Workplace Depot
“We use LiveAgent on all of our ecommerce websites. The tool is easy to use and improves our productivity.”
Viviane Carter
CSI Products
“With LiveAgent we’re able to give our customers support wherever they are.”
Christian Lange
Lucky-Bike
“LiveAgent combines excellent live chat, ticketing and automation that allow us to provide exceptional support to our customers.”
Peter Komornik
Slido
“It’s a pleasure to have a great portal that improves our customer service.”
Roman Bosch
Partly
“LiveAgent empowers our agents to provide better, faster, and more accurate support.”
Christine Preusler
HostingAdvice
“LiveAgent helped us to achieve 2 important goals: increase customer satisfaction and sales.”
Karl Dieterich
Covomo
“We have been using LiveAgent since August and we are really satisfied with it.”
Hendrik Henze
HEWO Internetmarketing
“Since we are using LiveAgent our response time improved by 60%.”
Razvan Sava
Webmaster Deals
“Our paid customer conversion rate went up 325% the first month we’ve set up and actively started using LiveAgent.”
Taras Baca
XperienceHR
“I have to say, I have never experienced such a professional customer approach.”
A
Andrej Ftomin
TAZAR Group
“We find LiveAgent to be the best live chat solution by far.”
Matt Janaway
The Workplace Depot
“We use LiveAgent on all of our ecommerce websites. The tool is easy to use and improves our productivity.”
Viviane Carter
CSI Products
“With LiveAgent we’re able to give our customers support wherever they are.”
Christian Lange
Lucky-Bike
Pricing
The best value for your money
We carefully selected features in our pricing plans so you can pick the most affordable plan with the best value. Pay only for what you use without breaking your budget.
Frequently asked questions
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