LiveAgent July 2023 updates

Welcome to the July edition of LiveAgent’s Monthly Updates! In this release, we’re excited to share the latest improvements and fixes that have been carefully crafted to enhance your user experience. Read on to discover the newest features and enhancements that will take your LiveAgent experience to the next level.

Saving agent’s profile configuration works correctly again

Customers on the Ticket plan encountered an issue while trying to save agents’ profiles. This problem occurred because a required field in their profiles was unavailable to them, and by default, it had no value. As a result of this bug, any changes made in the agent’s profile were not saved, and the profile got stuck on an infinite loading screen. To resolve this, users had to refresh the page with the LiveAgent panel. Our developers fixed this issue by setting up a default value for the problematic field, even if it’s not visible due to the plan.

Rectified sent email attachments incorrectly marked as insecure files

Any attachments sent out from LiveAgent acted as if they were not scanned by ClamAV and were therefore marked as insecure, displaying the “WARNING: Insecure file!” page before opening or downloading the attachment from the panel. Developers fixed that by setting the virus checker to listen to another event.

Starting calls using the Firefox browser on mobile devices works again

Customers were not able to start voice or video calls from mobile devices via Firefox browser due to a missing configuration. Our call center developers has since fixed the configuration.

Times of ticket’s message groups are always visible

Based on the feedback and requests from our customers, the time of every ticket item (a ticket item being a ticket message, note, system message, etc.) in the ticket is visible all the time, not only after hovering over the message group with the cursor.

Cloning department function clones agents correctly again

After the recent changes, an issue arose when you attempted to clone a department using the “Save as new department” button. The problem was that the agents who were originally assigned to the department being cloned were not copied over to the new department. Our developers have since fixed that as well.

Refactoring for improved handling of outgoing email failures

There is a new answer delivery status being implemented. Previously, the answer delivery report (bounce email) was displayed right under the answer in the ticket, causing confusion when the agent’s answer was longer and the delivery report was hidden behind the “Show more” button. Now, instead of displaying the whole delivery report under the sent answer, there will be a new answer delivery status displayed in the answer directly next to the name of the agent, including the delivery notification and stating whether the answer is scheduled, delayed, or was/was not sent.

Design improvements of the Dark blue theme

Based on the feedback of our customers, our developers are continuously working on improving the Dark blue theme. Recently, the Internal chat between agents, the menu to edit tickets grid, and the pop-up notification to reload panel were redesigned to be more visible and user friendly.

Use of http authentication when retrieving WhatsApp media files from Twilio

In accordance to the recent Twilio security changes, our developers updated our WhatsApp integration and implemented the required HTTP authentication to the integration so our customers will be able to retrieve media files without any issues as usual.

Submitting a ticket from a customer portal works correctly again

Sometimes, customers who were logged in to their customer portals faced difficulties when trying to submit tickets. This issue arose because the Name & Email fields were hidden and left empty, instead of automatically loading the logged-in customer’s name and email address when the submit ticket form was loaded. Developers fixed that by adding a condition to check if the user’s data was loaded.

Chat availability report shows correct values again

After recent refactorings, an issue arose with the chat availability report charts displaying incorrect values. This problem occurred because there could be empty space in the chart indicating agent unavailability, even when there were online agents available. Fortunately, our developers swiftly addressed the problem and fixed the report generation, ensuring accurate data representation.

Conclusion and future roadmap insights

As always, there are other fixes and improvements in design and panel responsivity. For example, when an agent opens a ticket, the ticket filters are now hidden on smaller screens when the page is smaller than 1024px.

Our developers are also still continuously working on the AI ChatGPT feature and its improvements. Apart from using knowledge base articles as sources, the AI feature will be also able to use tickets with specific tags as sources.

Last but not least, among the many others changes and improvements, we are also currently reworking the SLA feature, refactoring ticket tags so they will be archivable, and revamping the agents ranking feature. Stay tuned for the upcoming LiveAgent updates!