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Welcome back to this month’s blog post, where we highlight the important developments that have kept us busy this month. Our migration to Amazon data centers remains a main focus, but that’s not all – we’ve also implemented new updates, changes, and an exciting new integration that streamlines access. All of these efforts are aimed at ensuring that your LiveAgent experience is better than ever, so let’s dive into them!
New Duo integration
Say hello to Duo, the latest addition to our single sign-on (SSO) family! With this integration, logging into your LiveAgent account using Duo just got easier. Your Duo account grants you one-click access, avoiding the usual username and password issues. We’ve prepared a handy Duo integration guide to help you get set up step-by-step. Duo now joins Google, Microsoft, Facebook, and Okta as our fifth SSO method !
AWS Migration Saga: EU Data Center Update
Our migration to Amazon data centers is moving forward with a continuous effort. We have successfully moved our entire data center from New Jersey in the US and our data center from Slovakia in the EU is currently on its way to its new home in Amazon’s EU data center. There are four more data centers remaining, but we are optimistic that the move will continue to move forward on the right track.
Major Updates and Changes: A New Approach
While these monthly updates are great for sharing important news with you all on a regular basis, we realized that they are not enough to share crucial updates that need your attention sooner rather than later.
We have now launched a new “ Important Updates and Changes ” category as per our Knowledge Base . There, we will provide detailed articles about every major change in LiveAgent, along with the necessary next steps. There are also discussions about sending these important changes as email notifications to customers who have subscribed to our newsletter. The blog will not be going away, but there will now be multiple avenues to stay updated.
LiveAgent Knowledge Base, New Updates Category and Important Changes
Important Update: Call and Chat Transfers
Following our last update on new changes, our first article in the new category addresses an important update: the ticket transfer rule action for rules running during ongoing chats or calls has been disabled. This decision was made after extensive and thorough research revealed that this rule action often resulted in chats and calls getting stuck or hanging incorrectly. We understand that this is a breaking change, but it is crucial to ensure that operations continue smoothly without requiring developer intervention to resolve these issues.
Our latest editor release was, to put it mildly, a learning experience. Upon brazil whatsapp number data implementation, many of our customers experienced broken templates, distorted images, and other design issues. While our goal was to deliver something new, it didn't turn out the way we expected. Sorry about that!
Our team has been working diligently to fix these issues, so we now have a new version of the editor ready to use. We have since learned valuable lessons from this issue, so we would like to thank you for your patience and hope you will accept our sincere apologies for any inconvenience caused.
Article Editor in LiveAgent
Outro
And that concludes this month’s update! The migration to AWS continues, ensuring data security and accessibility with Amazon’s advanced infrastructure. Chat refactoring is a priority and improving live chat experiences for everyone. Additionally, we’re hard at work on a new ticket grid layout to streamline ticket management.
We are also developing an AI ticket assistant feature to empower agents with smart suggestions, thereby increasing productivity. Stay tuned for more updates, and as always, thank you for your trust and support. Here’s to growth, innovation, and a fantastic journey ahead!
