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Welcome back to our latest blog post! This month, we've taken a slight detour from introducing new features to focus on some crucial bug fixes and improvements. From resolving call issues to improving API permissions, here's a rundown of the key updates that have kept us busy.
A month dedicated to corrections
Following the migration of our second data center, we took a break from new developments to focus on bug fixing. We have implemented dozens of fixes recently, addressing various issues that improve system stability and user experience. Let’s explore some of the most significant ones.
Troubleshooting Calls
We encountered some problematic bugs related to the calling functionality. For example, visitors initiating calls via a call button received a “COST permission denied” error and were stuck on the dialer screen, while agents initiating calls via the panel saw a “ Ticket does not exist” error.
These and other call-related issues have now been resolved, ensuring smoother operation of our call center functions.
Default agents can merge tickets again.
translating, repeat request in a few seconds to get translation…
We've revised this logic and now default agents can merge tickets without needing additional permissions.
Separate API v3 permissions for ticket management
In line with our reorganization of roles and permissions, we've introduced two new API v3 permissions for tickets : 'close' and 'change_status'. These permissions, previously part of the broader 'operate' permission, have been separated to accommodate the upcoming changes and provide more granular control.
The API key editing section in LiveAgent shows the new 'close' and 'change_status' permissions.
These new permissions should automatically be applied to all v3 API keys that had 'operate' enabled, but we recommend checking this via Settings > System > API .
Clarity on IVR errors
We have addressed an issue where users were seeing an brazil whatsapp number data ambiguous “Number error: IVR error:” without a clear explanation. From now on, any IVR-related errors will include a specific message, helping you understand and troubleshoot your IVR configurations more effectively.
AWS Migration Saga: Focus on Texas
Our migration to AWS data centers has resumed, this time with a focus on the Texas, US data center. Customers with LiveAgent accounts stored in this data center should have already received notification emails. The migration process is underway, and we are excited about the improvements it will bring.
Conclusion
That’s all for today’s updates. As always, we are still working on improving various aspects of LiveAgent, including chats, roles and permissions, and departments functionalities.
Your feedback is incredibly valuable to us and helps us improve LiveAgent every day. Stay tuned for more updates and thank you for your continued support!
