LiveAgent 5.25 – New features, improvements, and important fixes

LiveAgent 5.25 – New features, improvements, and important fixes

Alexander Šípka

Alexander Šípka

Last modified on February 15, 2023 at 8:58 am

LiveAgent update 5.25 is here and it once again brings a large number of improvements, useful features, and bug fixes to improve functionality. Let’s have a look at what’s new in the 5.25 update.

What’s new in LiveAgent 5.25?

We always strive to bring new features to LiveAgent and help you do more with your help desk solution. That’s why we came up with new features that we hope will be a benefit to our users. Here’s a list of the new additions.

Predefined answers improvement

Once you update to LiveAgent 5.25, you will notice that the order of predefined answers has changed. It has been fixed to show only the ones that are relevant for a specific department. Therefore, agents can have relevant answers ready to be sent depending on the department they are in.

Improved online agents grid 

From now on you can see every agent on the list, not just those who are online. You can use this to easily search for the agent you need to contact without having to scroll down all the way to the bottom of the list. Send them a message via internal chat or call them.

Clear hidden numbers information

Getting confused about calls from hidden numbers? Whenever you received a call from hidden numbers, LiveAgent didn’t display any information. From now on LiveAgent will let you know about calls coming from hidden customer numbers. You can see the information in a customer ticket whenever you get a call from such numbers. 

Specify departments in outgoing email accounts

Each agent was able to reply to customers from any connected email account within LiveAgent, regardless of the department it belonged to. This led to a few confusions when customers received emails from irrelevant email addresses from various departments. We have fixed this. Agents can now only reply from email addresses associated with their respective departments. This improvement will help you keep your customer communication clean and organized.

What about improvements?

Of course, we have some new useful improvements to LiveAgent. The most important one is that the LiveAgent email functionality has been significantly reworked. There is also a lot of smaller fixes for various issues regarding sending email attachments, emails containing HTML, or email headers. Here’s the list of other news.

Knowledge base article previews

Article descriptions can now be used as preview texts thanks to updated knowledge base options. You can also choose to use a full article as a preview. This allows you to have greater control over how your knowledge base looks and feels, as well as providing better clarity. 

Offline status info clarity

Connection issues or internet outages can be troublesome, especially if you don’t know about them. You can lose content and halt replies to customer tickets. As a first step, you should always save your content into a separate document so you have a backup. With the new and improved design elements in LiveAgent, we made sure you would notice these issues sooner to help you. 

Update to 5.25 today

Besides the things listed above, LiveAgent 5.25 comes with many fixes in various areas as well as security updates. Make sure to update your LiveAgent today and experience all the added benefits.

Our website uses cookies. By continuing we assume your permission to deploy cookies as detailed in our privacy and cookies policy.