June brought a wave of exciting updates, improvements, and fixes to LiveAgent — from big news like the new call center mobile app, a new AI feature, and Let’s Encrypt SSL certificate support, to smaller but important changes which make a significant impact on the day-to-day usage of LiveAgent. We encourage you to skim through all the changes in our changelog , but without further ado, let’s highlight the most important changes.
Launch of a new LivePhone app
We are thrilled to announce that our new mobile app for handling and managing calls — LivePhone — has been recently released on Google Play ! This new app completely reworks and updates the old one, ironing out past issues to offer a more efficient experience. Android users can look forward to downloading and exploring this much-anticipated app.
Our team is also tirelessly working towards launching it on the iOS store to ensure we cover our Apple user base as well.
Introducing Let’s Encrypt SSL certificate support
In our ongoing quest to simplify processes for our users, from version 5.65, hosting a LiveAgent account on a custom domain has been made a breeze. Thanks to the incorporation of Let’s Encrypt SSL certificate support, acquiring and renewing your own SSL certificates is now a thing of the past. Simply set up a CNAME record for your domain that points to LiveAgent and leave the rest to us. With an automatically renewed certificate managed by us, keeping track of certificate expiration dates and installing new ones is no longer your worry.
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Unveiling of the AI ticket summary
Last but definitely not least among the big news, version 5.65 also brings a new AI feature — AI ticket summary! This new ingenious feature lets you generate a summary of your ticket on click. With a pre-set workflow, setting it up has been made effortless. Simply select your FlowHunt provider
and you’re good to go.
Revamped checkbox for ticket state during transfer
On a more nuanced note, we’ve overhauled the cumbersome checkbox that decided the status of tickets during transfers. Say hello to a new expandable button that now replaces the old checkbox in version 5.65, offering a more comfortable way to determine whether a transferred ticket should be reopened or retain its status. Of course, the system will remember the last selected option for your convenience in handling future tickets.
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Preserved draft notes after calls
Finally, our diligent developers have addressed the small but significant bug that resulted in draft notes written during calls being lost post-call. This issue has been rectified and the fix has already been rolled out to all accounts, ensuring you never lose any vital information.
What’s next
As we wrap up, a special note of gratitude goes out to all our devoted customers. Your steadfast loyalty, proactive bug reporting, and invaluable feedback continuously motivate us to better our services. Even the summer heatwave isn’t slowing us down!
Our teams are tirelessly working on a series of enhancements to further streamline your experience with LiveAgent. Stay tuned for the option to reorder rule actions, Instagram direct messages support, the introduction of Anthropic as an AI provider, an advanced AI agents feature, significant MCP server improvements, a new API v4, and much more.
