LiveAgent monthly updates: December edition

December has brought an enhanced LiveAgent experience, including the fix for WhatsApp ticket creation, a refactored internal chat feature, resolution of the answer delivery status indicator issue, live chats indexing back on track, restored access to inaccessible tickets, and update about the upcoming AI Chatbot.

In this month’s blog post, we are thrilled to bring you some updates and fixes that have been added to our latest software releases.

Here’s a rundown of what’s new:

WhatsApp ticket creation enhanced

We’ve discovered a minor glitch when trying to create a new WhatsApp ticket to send a message to a WhatsApp number that isn’t linked to any existing contact in your LiveAgent account. Instead of creating a new ticket, it would unexpectedly lead to a “Concurrent login” screen. In the latest version 5.52, we’ve implemented a fix to ensure smooth WhatsApp ticket creation. Now, you can initiate a new WhatsApp ticket hassle-free.

Internal chat refactoring underway

Our dedicated development team has forged ahead with internal chat refactoring, implementing numerous backend changes. As occasionally happens with comprehensive refactoring, a few bugs can surface. However, our vigilant testing and support teams were quick to identify and squash these, ensuring that your accounts remain bug-free.

Answer delivery status indicator fully functional

The incorrect email delivery status is no longer a concern. We addressed a rare occurrence involving the Answer Delivery Status Indicator, which was occasionally showing incorrect email delivery statuses. Now it accurately shows the delivery status at all times in the latest 5.52 version.

Elasticsearch updates & fixes

Elasticsearch, the search engine that LiveAgent employs, has been undergoing some changes that caused a minor issue in the past, affecting the ability to search the content of live chats. We’ve promptly identified and resolved this complication. From version 5.52, live chats are indexed correctly once they end, enabling agents to search through their content with ease again. If you encounter any issues with your search function, please do not hesitate to reach out to our support team, as a manual re-indexing of your tickets may be required.

Restored access to inaccessible tickets

We resolved a database discrepancy affecting some contacts’ ticket accessibility, which previously required our intervention. From now on, this specific issue will not obstruct your access to all tickets you should have access to. We sincerely apologize for the temporary inconvenience and thank you for ongoing reporting on this issue.

New improved tickets list reminder

Following the release of the redesigned, modern, responsive Tickets List as mentioned in our October blog post, we’d like to remind you to switch to this new view in your profile settings and try it out. Your feedback is essential in helping us refine the interface before we fully transition from the old view.

AI chatbot on the horizon

And last but not least, we’re delighted to announce that the development of a new AI Chatbot feature is progressing successfully. We’re highly optimistic about launching this game-changing feature in Q1 2025.

Empowered by your feedback

Our team is devoted to consistently refining LiveAgent, making your experience as enjoyable and efficient as possible. Therefore, we always appreciate your feedback and look forward to hearing how our product aids in better customer service.

Thank you for your unwavering support, and here’s to a fruitful, peaceful, and successful new year. Stay tuned for more exciting updates in our next monthly post!

Lucia Halašková

Lucia is a talented WordPress content editor who ensures the seamless publication of content across multiple platforms. With a sharp eye for detail and a passion for delivering flawless digital experiences, she plays a key role in maintaining content flow and presentation quality.

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