Another update from LiveAgent brings new improvements to our call center features, as well as to configuration options in general. We have also rolled out a large number of important bug fixes and tweaks. Keep on reading to find out about everything thatโs new in 5.27.
Improvements
The โMake callโ button color options
Our โMake callโ in an opened call popup only had one standard color option until now. LiveAgent 5.27 update allows users to change the call button color according to their preferences. Make sure to take a look at this new option in any of your call button settings under the Call Window tab.ย
SIP provider description
Descriptions in SIP number provider templates were moved to another place. This will make them more visible and users can add numbers without confusion. You can find this description in the fields panel instead of the header.
More comprehensive configuration
All items in the LiveAgent configuration have been improved with short tooltips and descriptions. We have also added links to our Knowledge Base for those who want to do further reading about various configuration options. This will make configuring the LiveAgent help desk a much simpler process for both new and existing customers.
Call recording options
From now on you can select whether you want to record incoming calls, outgoing calls, or both on any number you have connected with your LiveAgent call center. This new option will help you determine which types of calls you want to store from specific numbers, and you donโt have to save the ones you wonโt need.ย
RTL support in plugins
LiveAgent now supports RTL for customer support centers that use languages meant to be read from right to left instead of left to right. All plugins can be changed to RTL to help you get a better user experience and make reading easier.
Fixes and tweaks
Time rules
Some of the time rules could not be executed in time, because the time limit was set to a time before the rule conditions were met. We have fixed this issue, so the rule will be executed even if the conditions are met only after the time limit passes, to avoid any problems with automation.
Duplicate messages and notes
Ticket status messages were occasionally showing duplicates. E.g. when the ticket was marked as resolved, the message would show twice instead of just once. The same thing used to happen with notes in tickets. We have fixed this issue in the 5.27 update.ย
Wrong invitation title
One of our chat invitations had a scrambled text. We noticed this problem and removed it so the invitation will maintain proper grammar and professional look.ย
Chat preview updates
After finishing a live chat conversation with a customer, our system didnโt update the ticket previews with the real content of the chat. This issue has been fixed and the chat status will show correctly as finished instead of running.
Firefox keyboard shortcuts
Firefox users have been experiencing trouble with keyboard shortcuts. These shortcuts werenโt working and users were unable to use them at all. We have fixed this bug, so now Firefox users can work with keyboard shortcuts within LiveAgent.ย
Paused agent in chat
Paused agents in LiveAgent could not catch a break. Agents were able to send chat invitations to paused agents, which wasnโt supposed to happen. This issue has been fixed, so paused agents can enjoy their coffee break in peace.ย
Facebook contacts saving
Some of our users may have experienced errors and trouble when trying to save contacts from Facebook. This issue has been solved, and it wonโt happen anymore.ย
Do you have ideas for future improvements?
We always welcome and appreciate any good ideas, hints or constructive criticism. Feel free to give us your feedback and suggestions for future fixes, updates, and improvements to next versions of LiveAgent. You can contact us anytime via phone, email, live chat, or customer portal.
Introducing LiveAgentโs new AI-powered feature in the works
LiveAgent, a customer service software, recently received 19 awards in Q1 of 2021 from prominent software review platforms such as GetApp and G2. The software uses machine learning applications like chatbots, virtual assistants, email verification tools, and behavioral/trend analysis tools to improve the customer experience. LiveAgent has also released updates to improve the software and fix various concerns. The company aims to provide customer service software that integrates with various systems for startups.
Blog - Liveagent 5 39 Improvements And Fixes
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LiveAgent 5.32 โ Design improvements and other fixes
LiveAgent has released a new update (5.32) that improves the user experience and fixes bugs. Design issues with departments and tags have been fixed, and the two-factor authentication text field has been tweaked. The update also addresses disappearing attachments, problems with the save button in the customer portal feature, long loading times when creating a new agent, and issues with migrated departments. Additionally, SLA rules and invisible messages in live chat have been fixed. LiveAgent is a customer service software that provides VoIP phone systems, self-service software, inbound call center software, complaint management systems, client portal software, and email management software.
