New spoofing protection mechanism, revamped design for social & chatbot messages, enabled bulk download of multiple ticket attachments – July was packed with updates we think you will love. Here’s the full breakdown:

New spoofing protection mechanism

To maintain our security standards, we’ve recently developed a spoofing protection mechanism that flags suspicious emails. This improvement helps raise awareness about potentially fraudulent emails and encourages caution before clicking on suspicious links, informing agents that the sender of the email cannot be verified by the SPF record. For more information about this feature, visit our knowledge base.

Our designers have resolved the inconsistency in the design of messages within social media tickets and chats with the AI chatbot. Previously, these messages appeared similar to regular email ticket messages. Starting from version 5.57, the mentioned messages will now share the same design as standard chat messages, enhancing clarity and improving the overall user experience of our software.

Social media and chatbot chats interface

API requests to retrieve ticket messages accept parameters again

Recently, an issue arose where the API v3 requests ignored all query parameters, resulting in incorrect results. Our developers have fixed the problem promptly, and have already deployed a fix to all accounts.

Introducing a new Help Center

Following our continuous efforts to make LiveAgent as convenient and user-friendly as possible, our teams completely reworked and redesigned the old Getting started section and replaced it with a brand-new Help center. Introduced in version 5.57, this section provides clear and logical initial steps to help users begin using LiveAgent. It also includes additional useful information, links, and various contact details.

Function to download attachments in bulk back on track

In response to customer feedback, we are bringing back the previously popular function to download multiple ticket attachments in bulk. The new reworked version of this function, available from version 5.57, allows downloading all attachments of a single ticket message in a ZIP file.

New agent columns in the SLA log

Last but not least, we are bringing more clarity into the SLA log, adding a new “Resolving agent” column to the report, denoting the agent closing the given SLA type. This improvement eliminates the confusion caused by the previously unclear “Agent” column, denoting just the agent to which the ticket was assigned when the SLA record was closed, which is now also renamed to “Responsible agent” for clear distinction.

What’s next

You can look forward to the new AI answer suggestion feature and a new departments archiving feature in our next monthly update.

Thank you for your continued loyalty and invaluable feedback. Your endless support drives our commitment to enhancing your LiveAgent experience.

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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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