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Welcome back to our latest blog post, where we share the progress and improvements we’ve recently made to LiveAgent. From completing major data center migrations to fine-tuning our features for better usability, here’s everything new and highlighted.
AWS Migration Update: Texas, US Data Center Complete!
First and foremost, a quick update on the AWS migration process. We are pleased to announce that the migration from our legacy data center in Texas, USA to the new AWS data center in Northern Virginia, USA has been successfully completed. Only three more data centers to go!
Improve English texts within the panel to get better translations.
Our team has diligently reviewed and refined many of the texts in the English dashboard to ensure maximum clarity. This step is crucial as it allows our translators to more accurately translate LiveAgent into all 43 available languages.
Previously, translators had reported difficulties in understanding certain phrases or pointed out potential problems in texts. These improvements are designed to eliminate such confusion, ensuring that LiveAgent remains accessible and understandable globally.
API v1 Improvements: Only valid ratings
After refactoring the Ratings feature, we encountered an issue where invalid ratings were appearing in the list retrieved via the v1 API. This has now been fixed, and from now on, only valid ratings will be retrieved.
Transfer issues resolved
Recently, users with the default agent role were facing challenges when transferring tickets or chats due to errors that restricted transfers to departments they were not a member of. Instead, it resulted in an authorization error.
These issues have been fixed in version 5.49, restoring the ability for agents to transfer chats and tickets without errors.
Easier label creation in rules
Did you also find it frustrating to have to create a new label in the labels section of settings every time you wanted to assign a new label to your tickets via rules?
Well, we have good news!
In response to feedback about the cumbersome tag management process, we've made it easier to create tags directly within rule configurations . Now, if a tag doesn't exist, you can create it on the fly from the rule configuration window, starting with version 5.49.
A screenshot of the "create rule" section, showing how to add a new tag.
Solution for stuck chats when customers lose connection.
We have resolved a persistent issue where chats would get stuck if a customer belgium whatsapp number data lost connection during the conversation. This issue was identified and fixed in version 5.49, allowing for uninterrupted chat sessions .
We apologize for the prolonged inconvenience!
Duplicate notifications for bulk actions are gone.
Since the recent redesign of notifications in the panel, duplicate notifications for successful bulk actions were noticeably cluttering your screen.
Our team has addressed this issue by removing multiple notifications and ensuring a cleaner and more efficient notification experience.
Conclusion
That wraps up this month's updates! With several refactorings and improvements underway, we're excited for the advancements yet to come. Stay tuned for more detailed updates in our next monthly blog post.
Thank you for your continued support and participation as we strive to make LiveAgent the best it can be for you.
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Penelope Myszka
Penelope Myszka
Penelope is a seasoned copywriter and content specialist at LiveAgent, where she has spent over two years crafting insightful content on topics such as customer service, AI, and affiliate marketing. With a background in business and psychology, she translates complex ideas into easily digestible content. During her time at LiveAgent, Penelope has worked closely with customer service experts to produce engaging content that balances being both informative and practical. Drawing on extensive experience working with people, she strives to make useful and comprehensive content. When Penelope's not experimenting with endless word combinations, she's spilling herself over canvases and plants
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