LiveAgent released version 5.69.4, adding AI operator controls for live chat and transcription for voice calls. Support teams can configure a chat AI operator, trigger its turns in live chats, and pay for those turns from a budget set on the chat button. Voice calls now get live transcription with participant attribution, and transcript text is indexed in Elasticsearch for full-text search.
The release adds inbound WhatsApp interactive replies (button, list and nfm) over 360dialog, an escalation watchdog for unresponsive bots, and on-demand inbound message translation. New MCP server tools include transfer_chat, end_chat, get_chat_messages, answer_chat and Reply via email. OpenAI GPT 6 Astra, Luna and Sol models and new Gemini flash models were added as AI provider options. The release also includes security updates and more than 100 bug fixes.
Source: https://changelog.liveagent.com/posts/2026/09/30/5.69.4.20260930071354/