LiveAgent monthly product update: August edition

Inline images fixed, ticket attachments redesigned, and a sneak peek at our upcoming AI “Answer Generator” feature – August was full of improvements designed to optimize your workflow. Here’s everything you need to know:

New AI feature on the horizon

To start with, some thrilling news: our teams are finishing the implementation of a new AI feature, with the working title “Answer generator”. This new feature is an evolution of our prior Answer assistant feature, allowing for the generation of AI responses based on ticket context! Don’t worry, we’re not removing the Answer Assistant feature. Instead, we’re offering both options, providing agents with more tools to enhance their workflow. The Answer generator will incorporate the last message from the customer and its quote into the context, aiming for release in version 5.59. 

Redesigned ticket attachments

Following our recent improvement of the ticket attachments, our creative designers have given our ticket attachments a visually appealing refresh. The revamped design now adds a modern touch to the attachments, making it easier to decipher the type of file at just a glance.

Inline images display correctly for all viewers

We recently encountered a minor glitch affecting accounts parked on custom domains. Any inline images added by an agent logged in via a default domain did not display correctly to all viewers. Our agile team of developers quickly identified and rectified this issue. We’re pleased to announce that from version 5.58, inline images will display correctly to everyone.

Introducing LiveAgent MCP server to FlowHunt

If you’re an AI aficionado, you’re likely familiar with the term ‘MCP server’. In our drive to stay ahead of the curve, we’ve added the LiveAgent MCP server to FlowHunt. For those unfamiliar, an MCP server is a program that equips AI applications with tools and resources to interact with external systems. This integration boosts connectivity and collaboration across our products, creating a smoother experience for users on both platforms.

New LiveAgent call app in development

Last but not least, in response to our customer’s feedback, we are excited to announce that our developers have begun the initial stages of developing a new mobile app focused on handling calls. We aim to replace the current app with a more efficient and user-friendly version. We look forward to sharing more details soon.

What’s next

That’s all for this month’s update. We will share more details about our new AI feature, refreshed ticket answer editor, and other exciting developments in our next blog post. We appreciate your loyalty and invaluable feedback. It’s thanks to you that we can keep improving and delivering exceptional software. Stay tuned for more updates!

Lilia Savko

Lilia is a copywriter at LiveAgent. Passionate about customer support, she crafts engaging content that highlights the power of seamless communication and exceptional AI-powered service.

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