LiveAgent 5.28 – Focused on Fixes and Improvements
Posted: Tue Dec 17, 2024 4:45 am
LiveAgent 5.28 – Focused on Fixes and Improvements
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The latest LiveAgent 5.28 update has been released recently, and as always, we’ve been very busy. We’ve been working on more fixes, improvements, and updates that aim to make your workflow smoother and more accessible. We’ve focused mainly on the fixes and improvements in LiveAgent 5.28. Read on to find out what they are and how you can use them to your advantage.
New improvements
Displaying the date in the internal chat
Our internal chat used to show you the times when different messages were sent. However, you couldn't check the date the message was sent. While this wasn't a huge issue for chats from a recent time period, it wasn't once you accessed the chat history. We've improved the display to show you the date when you hover over the "X ago" information in your internal chat messages .
Confirmation of deleting the v3 API key
v3 API keys created in LiveAgent were easy to delete. We have added a delete confirmation option so that you do not delete your v3 API keys by accident. Every time you want to delete one of the keys, you will be asked to check a checkbox to confirm the deletion. This will help you avoid unwanted deletions.
Confirmation of API v3 deletion with a checkbox
Confirmation of API v3 removal
New types of email message groups
We've added two new email message groups to make it easier to distinguish between them. These types are Incoming Email and Outgoing Email. You can see this change in the UI, under Rules , when setting a condition for a message group type. This change will make it easier to distinguish between sent and received messages.
New tweaks, fixes and other updates
Fixing email recipient behavior
Some users may have noticed an issue when pressing the “Reply” function in LiveAgent during conversations with multiple recipients. The function was selecting a random recipient from all those included in the conversation, which should not have happened. We have fixed this by creating a separate group called “ ticket participants ”. This group includes all people who have previously participated in an email chain. Now the system will correctly recognize the recipient of your replies.
Another change comes with the “Reply All” behavior. Before the 5.28 update, the feature added all recipients who participated in the email conversation from the first email ticket. The “Reply All” feature will only add recipients from the last received message for convenience. This important fix has also helped us get rid of other related issues. Check out the three most important fixes below.
Incorrect names in ticket greetings
The name of the sender's email account is usually used in the greeting of every email reply you make. However, this became a problem if the email address did not include the person's name. The automation created interesting greetings, such as Hello [company name] instead of Hello [person name]. We have fixed this issue in new versions of LiveAgent, and the name in the greeting should now appear correctly.
Example of searching for an incorrect name in tickets
Incorrect names on tickets
Cc list of recipients in tickets
When you were about to use the “reply to all” feature, you might have noticed denmark whatsapp number data that the CC recipients were not displayed right away. You had to click Add recipients to see the participants. We have removed this issue in LiveAgent 5.28, and the email addresses in the CC will now be displayed correctly.
An error with duplicate recipient in cc in LiveAgent tickets
Duplicate recipients in tickets
Duplicate email address on tickets
When the “reply to all” function is pressed on the ticket, the system often adds the original sender’s email address twice. This issue did not cause any major problems, but it was confusing, and users were forced to delete the copy of the same email address. This issue has been fixed.
Label colors in Firefox browser
Choosing different label colors for your tickets was difficult due to a bug that Firefox users could experience. The browser never saved the color selection for specific labels, and therefore could not change the color. This issue has been fixed, and all LiveAgent users using Firefox will no longer experience this problem.
Updating label color change settings in LiveAgent
Label color change update
Double copy and paste into tickets
Try it for free
No commitment
Full name
Company name
.ladesk.com
Choose your region (datacenter location)
Data center changes are not possible after account creation.
Open your free account
By signing, I agree to the T&C and Privacy Policy .
The best trust us
4.8/5
5/5
The latest LiveAgent 5.28 update has been released recently, and as always, we’ve been very busy. We’ve been working on more fixes, improvements, and updates that aim to make your workflow smoother and more accessible. We’ve focused mainly on the fixes and improvements in LiveAgent 5.28. Read on to find out what they are and how you can use them to your advantage.
New improvements
Displaying the date in the internal chat
Our internal chat used to show you the times when different messages were sent. However, you couldn't check the date the message was sent. While this wasn't a huge issue for chats from a recent time period, it wasn't once you accessed the chat history. We've improved the display to show you the date when you hover over the "X ago" information in your internal chat messages .
Confirmation of deleting the v3 API key
v3 API keys created in LiveAgent were easy to delete. We have added a delete confirmation option so that you do not delete your v3 API keys by accident. Every time you want to delete one of the keys, you will be asked to check a checkbox to confirm the deletion. This will help you avoid unwanted deletions.
Confirmation of API v3 deletion with a checkbox
Confirmation of API v3 removal
New types of email message groups
We've added two new email message groups to make it easier to distinguish between them. These types are Incoming Email and Outgoing Email. You can see this change in the UI, under Rules , when setting a condition for a message group type. This change will make it easier to distinguish between sent and received messages.
New tweaks, fixes and other updates
Fixing email recipient behavior
Some users may have noticed an issue when pressing the “Reply” function in LiveAgent during conversations with multiple recipients. The function was selecting a random recipient from all those included in the conversation, which should not have happened. We have fixed this by creating a separate group called “ ticket participants ”. This group includes all people who have previously participated in an email chain. Now the system will correctly recognize the recipient of your replies.
Another change comes with the “Reply All” behavior. Before the 5.28 update, the feature added all recipients who participated in the email conversation from the first email ticket. The “Reply All” feature will only add recipients from the last received message for convenience. This important fix has also helped us get rid of other related issues. Check out the three most important fixes below.
Incorrect names in ticket greetings
The name of the sender's email account is usually used in the greeting of every email reply you make. However, this became a problem if the email address did not include the person's name. The automation created interesting greetings, such as Hello [company name] instead of Hello [person name]. We have fixed this issue in new versions of LiveAgent, and the name in the greeting should now appear correctly.
Example of searching for an incorrect name in tickets
Incorrect names on tickets
Cc list of recipients in tickets
When you were about to use the “reply to all” feature, you might have noticed denmark whatsapp number data that the CC recipients were not displayed right away. You had to click Add recipients to see the participants. We have removed this issue in LiveAgent 5.28, and the email addresses in the CC will now be displayed correctly.
An error with duplicate recipient in cc in LiveAgent tickets
Duplicate recipients in tickets
Duplicate email address on tickets
When the “reply to all” function is pressed on the ticket, the system often adds the original sender’s email address twice. This issue did not cause any major problems, but it was confusing, and users were forced to delete the copy of the same email address. This issue has been fixed.
Label colors in Firefox browser
Choosing different label colors for your tickets was difficult due to a bug that Firefox users could experience. The browser never saved the color selection for specific labels, and therefore could not change the color. This issue has been fixed, and all LiveAgent users using Firefox will no longer experience this problem.
Updating label color change settings in LiveAgent
Label color change update
Double copy and paste into tickets