Welcome to our August edition of LiveAgent updates! This month sees the rollout of much-anticipated AI agents, the introduction of API v4, as well as some other significant improvements in the Answer Assistant tasks and automatic rules. Let’s uncover the exciting news this month has to offer!
Welcome to the era of AI agents
This month’s biggest release: AI agents. You can now build your own reusable AI agent and have it work automatically in the background, triggered by rules you set.
Once set up, an agent can take actions in your LiveAgent account on its own, like a virtual assistant handling routine ticket work for you. Under the hood, agents connect to LiveAgent through MCP (Model Context Protocol), a standard that lets AI tools safely access and act on real account data and features. This means agents don’t just generate text, they can actually perform tasks within your account. It works alongside LiveAgent’s other AI-powered features
, and you decide what it’s allowed to do.
We’re rolling this out to selected accounts first, before making it available to everyone. Want early access? Reach out to our support team, and we’ll top up your account with 300,000 free AI credits to get you started.
API v4 is here
We’re excited to unveil the upgraded API v4! The new version comes with a handful of fresh endpoints not available in previous versions. This is just the beginning though, as we plan to continually expand the v4 endpoint pool and welcome any feedback, suggestions for improvements, or requests for new endpoints.
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No more time limits on AI Answer Assistant
Thanks to great feedback from our customers, we’ve revised how Answer Assistant handles longer tasks. The rigid 60-second time limit is gone. Instead, if a task runs long, you’ll get to decide whether you’d like to keep it running or stop it, so you stay in control instead of being cut off automatically. This enhancement is already live on all accounts.
Easier rule editing
Version 5.67 brings a new and subtle enhancement that will have a significant impact on user experience. You can now reorder rule conditions and actions with a simple drag-and-drop, or by clicking the up and down arrows.
Even better, changing a rule’s trigger no longer wipes out its existing conditions and actions. They stay in place, so you can adjust a rule without rebuilding it from scratch.
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What’s next
In conclusion, we would like to extend our heartfelt appreciation to all our dedicated customers. Your continual loyalty, vigilant bug reporting, and valuable suggestions are truly instrumental in shaping our evolution. Not even the most scorching of summers could dampen our resolve!
Behind the scenes, our teams are working relentlessly on refining the LiveAgent experience. Keep your eyes peeled for some exciting updates in the pipeline, such as support for Instagram direct messages, the addition of Anthropic as an AI provider, among other remarkable enhancements.
