Welcome back to our latest blog post where we share the progress and improvements we’ve made recently in LiveAgent. From completing significant data center migrations to refining our features for better usability, here’s everything that’s new and noteworthy.

AWS migration update: US Texas data center completed

First and foremost, a quick update on the AWS migration process. We’re pleased to announce that the migration of our legacy US Texas data center to the new AWS US Northern Virginia data center has been successfully completed. Only three more data centers to go!

Refining in-panel English texts for better translations

Our team has diligently reviewed and refined a lot of the in-panel texts in English to ensure maximum clarity. This step is crucial as it allows our translators to more accurately translate LiveAgent into the 43 available languages.

Previously, translators had noted difficulties understanding certain phrases or pointed out potential issues in the texts. These improvements are designed to eliminate such confusion, ensuring that LiveAgent remains accessible and understandable globally.

API v1 Enhancements: Valid ratings only

Following the refactoring of the Ratings feature, we encountered an issue where invalidated ratings were appearing in the list retrieved via API v1. This has now been fixed, and moving forward, only valid ratings will be retrieved.

Resolved transfer issues

Recently, users with the default agent role faced challenges with transferring tickets or chats due to bugs that restricted transfers to departments they weren’t members of. Instead, it resulted in an authorization error.

These issues have been addressed in version 5.49, restoring the ability for agents to transfer chats and tickets smoothly without errors.

Easier tag creation in rules

Did you also find it frustrating to have to create a new tag in the configuration’s Tag section each time you wanted to assign a new tag to your tickets via rules?

Well, we’ve got some good news!

Responding to feedback about the cumbersome process of tag management, we’ve made it easier to create tags directly within rule configurations. Now, if a tag doesn’t exist, you can create it on the spot from the rule configuration window, starting with version 5.49.

A screenshot of the "create rule" section, showing how to add a new tag.

Fix for stuck chats when customers lost connection

We’ve resolved a persistent issue where chats would become stuck if a customer lost connection during the conversation. This problem was identified and fixed in version 5.49, allowing for uninterrupted chat sessions.

We apologize for the longstanding nuisance!

Duplicated notifications for mass actions are gone

Since the recent redesign of in-panel notifications, the duplicate notifications for successful mass actions were noticeably cluttering your screen.

Our team has tackled this issue, eliminating the multiple notifications and ensuring a cleaner, more efficient notification experience.

Outro

That wraps up this month’s updates! With several ongoing refactorings and improvements, we’re excited about the enhancements still to come. Stay tuned for more detailed updates in our next monthly blog post.

Thank you for your continued support and engagement as we strive to make LiveAgent the best it can be for you.

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Penelope Myszka

Penelope is a seasoned copywriter and content specialist at LiveAgent, where she has spent over two years crafting insightful content on topics such as customer service, AI, and affiliate marketing. With a background in business and psychology, she translates complex ideas into easily digestible content. During her time at LiveAgent, Penelope has worked closely with customer service experts to produce engaging content that balances being both informative and practical. Drawing on extensive experience working with people, she strives to make useful and comprehensive content. When Penelope's not experimenting with endless word combinations, she's spilling herself over canvases and plants