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Live Agent Feature Enhancements

Related products:AI Assistant
  • December 16, 2025
  • 2 replies
  • 51 views
andrew.mairena
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Key Dates:

  • Release: December 2025

What is it:

  • Enhancements include transcript support for web (the user can download the transcript from their session with a live agent), and fallback to the default live image based on a setting.
  • Additional details related to the new configuration we allow for the default image agent image, also mentioned on our help documentation page. 
    [Service Now specific config] Using your assistant image (AKA bot image) instead of the image you've configured within Service Now: This new configuration option is only available for Service Now live agent customers. If you are having issues displaying the live agent avatar image that’s been configured within ServiceNow, you can now decide to use your assistant image as the default image.

     

 

    2 replies

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    • chetan.bhagat
    • Known Participant
    • December 29, 2025

    ​@andrew.mairena Will this enhancement include the below?

    History of the conversation be made available to the support person at the start of their interaction with the user reporting an issue so that they don’t need to start from scratch. It could be user input and responses or summary of the same.

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    • chetan.bhagat
    • Known Participant
    • January 7, 2026

    Hi ​@andrew.mairena 

    I see that 'Start live chat' has language in the copy that states "Click Submit button to chat with a Live Agent."  However, there is no SUBMIT button on the window.   Can we update the language to reflect the correct instruction?

     

     

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