LiveAgent Monthly Updates – August Edition
Posted: Tue Dec 17, 2024 3:35 am
AWS Migration Update: Singapore on the Horizon
Let’s start with a quick update on our migration transition to AWS, as we know many of you are following the progress.
We are excited to announce that in September we will begin the migration of our Singapore data center to AWS. This marks the third of six legacy data centers we have migrated, with the UK and Germany data centers still to come. Once the Singapore migration begins, affected customers will receive email notifications.
Improvement: “Keep ticket status” option checked by default for Mass Actions.
We've listened to your feedback and, based on popular demand, have made a small but significant change.
The "Keep ticket status" box is checked in the bulk actions settings section in LiveAgent.
When transferring tickets via bulk actions, the “Keep ticket status ” checkbox will now be checked by default. This prevents unwanted reopenings of tickets when you simply want to transfer or assign them in bulk. However, for individual ticket actions, this option remains unchecked by default, as it has been until now.
Various security fixes and improvements have been implemented.
Our commitment to your safety is unwavering.
To ensure that LiveAgent meets the latest security standards and keeps you protected from evolving threats, we have implemented several important security fixes and improvements. These include measures to prevent tabnabbing, XSS attacks, and addressing a minor edge case where system messages from tickets could be displayed to customers.
Please be assured that your safety is our top priority.
Solution for chats stuck with disconnected clients
We recently encountered an issue where chats could get stuck if a customer disconnected mid-conversation. This was particularly frustrating as it required developer intervention to resolve.
Fortunately, our development team has fixed this issue in version 5.49, ensuring that chats no longer get stuck due to disconnections.
Logout issue resolved
There was a minor issue where users who closed the browser tab or the entire browser without properly logging out remained online, even after their session expired.
This issue has now been resolved by ensuring that users are automatically logged out when they close their LiveAgent dashboard without using the logout button.
New limits introduced for ticket recovery via API.
Starting with LiveAgent version 5.50, we have introduced a limit on the number of tickets that can be retrieved via the API to ensure better performance and stability.
The v1 API is now limited to 1,000 tickets , while the v3 API can retrieve australia whatsapp number data up to 10,000 tickets. If you regularly use the API to retrieve large lists of tickets, you'll need to apply more specific filters to reduce the number of tickets retrieved on each call.
For more detailed information, you can check out our knowledge base article on API ticket throttling .
Conclusion
That's all for today's update!
In addition to some minor design tweaks, our developers have completed the new ticket grid design, which will be rolling out soon. We are also excited to announce the upcoming release of the Department Roles feature, which will give admins more control by allowing them to specify which agents can view tickets in certain departments without responding to them.
Looking ahead, we’ve reviewed our internal roadmap and prioritized the features most requested by our customers. As a sneak peek, we’re excited to share that two important AI features are in development: a native AI chatbot and an AI Response Suggestions feature that can read ticket history and propose an AI-generated response accordingly.
Thank you for your continued trust and support as we work to make LiveAgent even better for you. Stay tuned for more exciting updates!
Let’s start with a quick update on our migration transition to AWS, as we know many of you are following the progress.
We are excited to announce that in September we will begin the migration of our Singapore data center to AWS. This marks the third of six legacy data centers we have migrated, with the UK and Germany data centers still to come. Once the Singapore migration begins, affected customers will receive email notifications.
Improvement: “Keep ticket status” option checked by default for Mass Actions.
We've listened to your feedback and, based on popular demand, have made a small but significant change.
The "Keep ticket status" box is checked in the bulk actions settings section in LiveAgent.
When transferring tickets via bulk actions, the “Keep ticket status ” checkbox will now be checked by default. This prevents unwanted reopenings of tickets when you simply want to transfer or assign them in bulk. However, for individual ticket actions, this option remains unchecked by default, as it has been until now.
Various security fixes and improvements have been implemented.
Our commitment to your safety is unwavering.
To ensure that LiveAgent meets the latest security standards and keeps you protected from evolving threats, we have implemented several important security fixes and improvements. These include measures to prevent tabnabbing, XSS attacks, and addressing a minor edge case where system messages from tickets could be displayed to customers.
Please be assured that your safety is our top priority.
Solution for chats stuck with disconnected clients
We recently encountered an issue where chats could get stuck if a customer disconnected mid-conversation. This was particularly frustrating as it required developer intervention to resolve.
Fortunately, our development team has fixed this issue in version 5.49, ensuring that chats no longer get stuck due to disconnections.
Logout issue resolved
There was a minor issue where users who closed the browser tab or the entire browser without properly logging out remained online, even after their session expired.
This issue has now been resolved by ensuring that users are automatically logged out when they close their LiveAgent dashboard without using the logout button.
New limits introduced for ticket recovery via API.
Starting with LiveAgent version 5.50, we have introduced a limit on the number of tickets that can be retrieved via the API to ensure better performance and stability.
The v1 API is now limited to 1,000 tickets , while the v3 API can retrieve australia whatsapp number data up to 10,000 tickets. If you regularly use the API to retrieve large lists of tickets, you'll need to apply more specific filters to reduce the number of tickets retrieved on each call.
For more detailed information, you can check out our knowledge base article on API ticket throttling .
Conclusion
That's all for today's update!
In addition to some minor design tweaks, our developers have completed the new ticket grid design, which will be rolling out soon. We are also excited to announce the upcoming release of the Department Roles feature, which will give admins more control by allowing them to specify which agents can view tickets in certain departments without responding to them.
Looking ahead, we’ve reviewed our internal roadmap and prioritized the features most requested by our customers. As a sneak peek, we’re excited to share that two important AI features are in development: a native AI chatbot and an AI Response Suggestions feature that can read ticket history and propose an AI-generated response accordingly.
Thank you for your continued trust and support as we work to make LiveAgent even better for you. Stay tuned for more exciting updates!