LiveAgent 5.18 - Viber + More (Announcement)

Our latest update for LiveAgent just rolled out. We have worked on improving the overall experience, fixed some issues, and even brought out some new features for you to take advantage of.
So, what’s new in LiveAgent 5.18 ? Let’s start with the biggest addition to your help desk software. At LiveAgent, we are constantly searching for ways how to make support better for both businesses and their customers. One such is the addition of a new communication channel – Viber.

Viber integration

One of the best additions to LiveAgent rolled out within our latest update 5.18. Viber is a popular VoIP and instant messaging platform, which you can now use to provide your customers with support. Viber is one of the most popular online communication platforms, with almost 1.1 billion registered users worldwide.

After you update your LiveAgent, go to your settings. You can find Viber integration in the main panel.

Other improvements and fixes

Change department address after switching tickets

We have added an option to change “from” email address after switching tickets between departments, so there will be no more confusion in which department is solving a specific ticket.

Activate/deactivate rule on edit screen

Up until now, the only way you could change a rule status was only on the rules grid and you couldn’t change it while you were editing the rule. LiveAgent update to 5.18 now allows you to change the rule status straight from the edit screen.

Improved security

We have improved LiveAgent’s security with more strict API key permissions. Admin is no longer allowed to access all of the API keys. They can only retrieve and change API v1 key and created API v3 keys.
Furthermore, two-factor authentication has been fixed in the password reset form.

Improved filters for customers

You can now better manage filters for specific customers and find customers according to these filters.

Conversation history

Conversation history did not export information such as department, agent, and status name. Update 5.18 fixes this and adds the information in the CSV. file.

Some of you might have experienced a bug, which didn’t show the correct customer details. This has been fixed in this update.

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Alexander Šípka

Alex is a content writer in LiveAgent. He is responsible for crafting all the news our product team put together and enjoys editing our product videos. In his free time, he loves to draw, design, and take pictures but he won't say no to gaming or a good night out either.