Another round of LiveAgent updates revolves mostly around fixing some unpleasant issues with certain functionalities, and improving existing features. Letโs take a look at what LiveAgent 5.37 offers.
Knowledge base search update
The LiveAgent search is receiving an improvement in the 5.37 update. Our team of developers focused on improving the search experience for each knowledge base user. Content will be easier to find through the search bar and you should experience less searches without good results.
Option to delete built-in languages
Some of the translations are not always properly implemented, which can cause more issues at times. From LiveAgent 5.37 onwards, we have removed option to delete built-in languages.
Problems with tag rules in WhatsApp tickets
Our rules feature had a small problem which caused a rule to not be applied for WhatsApp tickets. We have removed this issue, tag rules should work correctly with WhatsApp tickets.
Design issue in Online visitors section
A small set of design issues has appeared in the online visitors section of LiveAgent application. The search field showed up with a light background in Dark blue theme, the table header showed up twice in all themes, there was a long header label panel in all themes, and flags were not centered in Material and Dark blue themes. We have removed all of these issues and the online visitors section should show up correctly from now on.
Fields in pre-chat form problem
When editing pre-chat form fields in LiveAgent, you have the option to add a new field directly. We found an issue where if you create a ticket field section as a checkboxgroup, itโs added as a text box instead. This issue has been removed.
Not possible to receive multiple contact cards in WhatsApp
Our WhatsApp integration had a minor bug where If you sent multiple contact cards from WhatsApp to LiveAgent, you would only receive one in LiveAgent. We have fixed this problem and contact cards should be received normally.
Facebook videos not showing up
Our Facebook integration was unable to fetch mp4 videos from Facebook communication, which would result in just a file name being set in tickets. This issue has been resolved, Facebook videos will show correctly in the ticketing.
Popup chat disappearing after closing
Chat buttons wouldnโt get restored after closing popup chats, causing issues with accessing the chat button on usersโ websites. This issue has been resolved, and chat buttons should work correctly in the 5.37 update.
Bug with sending offline messages in chat
We have found a bug which caused in a special case, when an agent went offline before the chat button was changed to โofflineโ state, allowing live chat users to be able to send offline messages even though they were disabled in the settings. This bug has been removed, and the issue fixed.
Ticket fields order
Ticket fields in LiveAgent were sorted based on time created and alphabetical order. We have improved the sorting functionality and from now on, ticket fields (shown in the panel on the right side) will be sorted only alphabetically for improved organization and navigation in the LiveAgent interface.
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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.
How LiveAgentโs customer support uses WhatsApp
The article discusses the benefits and limitations of using WhatsApp as a customer support channel. Instant messaging allows for a more natural flow of conversation, but a response may take up to 24 hours. Creating message templates can help improve response time and ensure a higher response rate. The article also discusses the process the author's company uses for integrating WhatsApp with their help desk and improving customer communication. Overall, integrating WhatsApp can help improve response time and customer relationships.
LiveAgent 5.39 โ Improvements and fixes
LiveAgent has released an updated version (5.32) that improves user experience and fixes various bugs, including design issues, disappearing attachments, and long loading times. The update also addresses SLA rules and invisible messages in live chat. LiveAgent is a customer service software that offers a range of features such as VoIP phone systems, inbound call center software, and email management software. The company is currently building a LiveAgent dashboard for users who have recently signed up and installation progress can be tracked on their website.
LiveAgent 5.28 โ focused on fixes and improvements
LiveAgent has released two updates, version 5.30 and 5.36, which bring several improvements such as visible reply buttons, multi-language event logs, and fixes for bugs. The updates also include added permissions and the ability to decline incoming calls. LiveAgent is currently working on additional improvements and new features for future updates. Installation status 0%. The website uses cookies.
