LiveAgent monthly product update: May edition

With great thrill, we’re ready to unveil our newest developments in LiveAgent this May. Featuring the debut of AI Agents and AI Work features, LiveAgent MCP Integration, and more, we’re pushing the boundaries of customer support even further. Now, let’s dive into the details.

Welcoming AI Agents and AI Work features

LiveAgent will soon introduce two innovative additions to its AI features suite – AI Agents and AI Work.

An AI Agent is a virtual agent seat, giving an AI system a distinguished identity. Actions executed by AI will be tracked under the AI agent’s name in ticket activity history, reports, and agent-facing views. This feature will ensure your team can seamlessly distinguish between tasks carried out by AI and those by human agents.

The upcoming AI Work feature will facilitate the creation of reusable, AI-powered workflows that will be automatically triggered on tickets through automated rules. You will not need to configure HTTP calls manually for each rule– just set up a named work definition once and let the system take care of the rest!

While eagerly awaiting the release, we invite you to explore our AI features knowledge base to learn more about these upcoming advancements.

LiveAgent MCP integration

Continuing on the AI development trail, version 5.63 also comes with the integration of LiveAgent MCP!

LiveAgent’s built-in MCP (Model Context Protocol) server allows for easy connection with external AI tools such as Claude Desktop, Cursor, claude.ai, FlowHunt, and others. Once connected, these tools can access ticket data and perform tasks on your behalf in line with your agent identity and permissions.

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Chat window markdown support

Chatbot messages in the chat window now render markdown as proper HTML — meaning your bots can finally speak in bold, italics, clean lists, and more. No more walls of plain text.

It’s a small change that makes a big difference in how polished and readable your automated conversations feel. And it’s just the beginning: this lays the groundwork for FlowHunt widgets coming directly inside the chat window, which the team is already heads-down building.

Reworked ticket notes

Moving on to design updates, the already deployed version 5.62 offers a refreshed design to ticket notes, enhancing its visual appeal and user-friendliness. Heads up—the message type for notes has changed, so if you’re using our API, it’s worth double-checking your integrations to make sure everything still runs smoothly. You can find more information in this article .

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Enhanced security measures

Last but certainly not least, our development team has dedicated their efforts over the last month to fixing several security issues. This ensures that your LiveAgent software stays up to date with the constantly evolving security landscape.

What you can look forward to

Our dedicated development team is constantly bustling with new feature ideas. Soon we will introduce the mobile app for the call center, an AI ticket summary feature, support for Let’s Encrypt SSL certificates, an updated API v4, among other enhancements.

As always, we deeply value your unwavering loyalty, constructive feedback, and proactive bug reporting. Your continuous support fuels our commitment to constantly improve and refine our software at LiveAgent!