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Velocity6.3

Helpdesk software with live chat and ticketing

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LiveAgent runs a heavy maintenance cadence while quietly wiring in AI-agent billing

customer supportmaintenancebug fixesai agentsapi v4security
◆Current state
LiveAgent ships frequent, dense point releases dominated by bug fixes, security hardening, and performance work across its ticketing, chat, and call surfaces. Underneath the maintenance stream, it is standing up the plumbing for AI agents: credit-pool provisioning, AI budgets and top-ups, recent LLM model support, and signed MCP download links so agents can reach ticket attachments. A parallel API v3-to-v4 transition is underway, with datetime standardization and relabeled API keys.
◆Where it's heading
The direction is incremental on two tracks: keep grinding down a long bug and access-control backlog, and build the commercial and integration scaffolding for AI agents rather than a headline AI feature. Expect the v4 API to keep firming up and the AI budget/credit system to move from provisioning toward customer-facing usage. This is groundwork, not a pivot.
◆Prediction
Next releases likely continue the fix-heavy cadence while extending AI-agent capabilities on top of the now-provisioned credit pools, and advancing the v4 API surface.

◆Recent moves

  1. 1d ago

    Security fix, KMS decrypt perf, and rule/export bug fixes

    A maintenance release: a security fix, a KMS decrypt performance issue on email-account listing, and several rule-execution and CSV-export bug fixes. Routine hardening within the ongoing backlog burn-down, no user-visible feature.

    View source ↗
  2. 1d ago

    API keys relabeled for v4; timezone and export fixes

    Mostly fixes, plus a cosmetic API settings change: a v4 documentation link and API-key relabeling that nods to the v3-to-v4 transition. The user-visible surface is a rename; the rest is maintenance.

    View source ↗
  3. 3d ago

    AI budgets, MCP attachment access, recent OpenAI models + fixes

    A large batch pairing real AI-agent groundwork — an AI-budgets top-up dialog, recent OpenAI models, and signed MCP download links for ticket attachments — with a broken-access-control security fix and dozens of bug fixes. It captures the two-track pattern: AI plumbing plus backlog burn-down in one release.

    View source ↗
  4. 8d ago

    AI credit-pool provisioning: purchase and top-up write path

    AI credit-pool provisioning adds the purchase and top-up write path, moving AI usage toward a metered, billable model. It is the commercial scaffolding beneath LiveAgent's AI-agent ambitions rather than a customer-facing agent feature.

    View source ↗
  5. 9d ago

    Fix: recurring tasks silently dropped on a legacy preset

    A single targeted fix restoring recurring tasks that a legacy preset code had silently killed for a tenant. Narrow maintenance, characteristic of the frequent small point releases.

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  6. 10d ago

    Recent OpenAI models added; history and chat-end fixes

    Adds recent OpenAI models for the AI provider alongside ticket-history and chat-end handler fixes. Keeping model options current is a small but real part of the AI-agent build-out.

    View source ↗