Explore LiveAgent’s April 2026 updates, featuring our innovative Call Listening feature, a new In-app News panel, resolved ticket date preservation, and more. Let’s dive into details.
Introducing calls listening feature!
Starting off with some exciting news - we are happy to unveil that our new calls listening feature has successfully passed developmental stages.
Rolling out in version 5.62, this feature offers agents an added perk of listening in on their colleagues’ ongoing calls, thereby becoming a silent ally. This feature also enables listening agents to interact with the calling agents through notes. This not only promotes team collaboration but also empowers supervising agents to share valuable insights and expertise effortlessly right on calls.
Please note that listening to ongoing calls requires an owner, admin, or custom role with the permission to listen to calls. Default agents are not entitled to listen to other agents.
Introducing the new in-app News panel
In our constant pursuit of a seamless user experience, we have incorporated a new News panel into the LiveAgent interface in version 5.62. This innovative panel not only replaces but also significantly improves upon the previous warning & error notifications that occupied substantial dashboard space.
Now, users will be notified of any new warnings, issues, or tips in a much more convenient and hassle-free manner. This enhancement aims to ensure users are instantly aware of vital notifications and can respond to them promptly.
Resolved date preserved post closure
We have addressed and rectified an issue where the resolved date of a ticket vanished after closing the ticket. Now applied to all accounts, the resolved date is properly retained even after the ticket is closed. This vital update eliminates any potential confusion while viewing ticket details in the agent panel, exported CSV file, or via API.
Simplified AI Answer Assistant setup
As part of our ongoing commitment to improving efficiency, we’ve merged the previously separate AI Answer Improver and Answer Composer functions into the Answer Assistant, now even from the configuration aspect. This move towards a more streamlined process makes setting up the feature significantly easier.
Improved session preservation
Last but not least, in our bid to enhance user experience, our developers have implemented changes that bolster our ability to prevent browser tabs with LiveAgent panels from going to sleep due to inactivity. This update reduces the risk of agents being logged out of their panels unnoticed due to browser functions intended to preserve PC performance.
What’s next
Our enthusiastic development team is continuously working on an array of new features. Keep an eye out for our new mobile app for the call center, an AI ticket summary feature, support for Let’s Encrypt SSL certificates, a fresh API v4, and much more.
As always, we could not be more grateful for your steadfast loyalty, invaluable feedback, and helpful bug reporting. Your efforts are truly the catalyst that inspires us to tirelessly evolve and enhance our software at LiveAgent, aiming for the highest degree of customer satisfaction. Stay tuned for more exciting updates!
