Last month our development teams have been hard at work refining existing features, addressing user feedback, and laying the groundwork for exciting new capabilities. From intelligent AI context management to a completely reimagined ticket interface, these updates reflect our commitment to creating software that adapts to the way you work. Let’s dive into what’s new:

Smarter context transfer between AI Answer Composer & Improver

Our developers have implemented a feature that enables the context from the AI Answer Composer to be retained and passed on to the Answer Improver. This essentially means that the FlowHunt no longer starts a new session with every transition, but instead carries forward the existing context when both the Composer and Improver utilize the same flow. Commencing from version 5.60, this enhancement ensures an even more intelligent and relevant adjustments in the answer improver.

Elevated management of ticket field values

In an effort to enhance our ticket field refactoring, we’ve revised the way ticket fields are saved within tickets. Moving forward from version 5.61, every ticket field is saved individually. This clarity-focused improvement eliminates the risk of losing unsaved changes due to an overlooked ‘Save’ button click, making field management straightforward and more user-friendly.

Taking email attachments to the next level

Bolstering our recent updates regarding the increase in the number of attachments an email can hold and the introduction of bulk download for all attachments, we’re now introducing a new feature. This new addition will automatically compile a large number of attachments into a single ZIP file, ensuring the hassle-free management and download of multiple attachments.

Revamped ticket layout on the horizon

Powered by our valuable customer feedback, our expert teams are redesigning the user interface and experience of the ticket layout, including changes to the answer editor and AI Answer Composer & Improver functions as well. The newly revamped changes are anticipated to streamline the ticket reply process, providing an uncluttered main content area and an improved AI-aided experience.

In consonance with the redesign, our creative designers are introducing an accommodating feature, allowing users to collapse the left sidebar with menu items & ticket filters at will. This enhancement particularly benefits those with smaller screens, by providing more room for the main content.

An end to stuck chats

We have successfully solved bugs which were causing chats to be stuck. Our dedicated developers have quickly identified and resolved these issues, guaranteeing a smooth and uninterrupted live chat experience from the version 5.61.

The dawn of API v4 and an innovative call joining feature

Our developers have made exciting strides towards the creation of API version 4, which initially will include new endpoints with plans to migrate endpoints from previous versions in the future. Additionally, our call center developers are developing a feature to allow agents to join ongoing calls, offering backseat support to active agents.

What’s next

Our dynamic development team is still working on a new mobile app for the call center and a Telegram integration. As we conclude this monthly update, we’d like to express our sincere appreciation for your constant loyalty, valuable feedback, and crucial bug reporting. Your continual support enables us to consistently evolve and deliver top-tier software. Stay tuned for more exciting enhancements to come!

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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.