If you are unsure about the version of your LiveAgent account, see this guide to retrieve the version number.
Starting with version 5.62, the type values related to ticket notes have changed. Notes are now stored and returned with different message group type and message type values compared to notes created in any version prior to 5.62:
| Field | Before version 5.62 | From version 5.62 |
|---|---|---|
| message group type | I (internal) | U (internal_offline) |
| message type | N (note) | M (message) |
What is affected
This change applies to all notes created from version 5.62 onwards, regardless of how they were added:
- Notes added manually by agents through the agent panel
- Notes added automatically by automation rules
- Notes added via the API v1 endpoint POST /api/v1/conversations/{id}/messages
Notes created before the upgrade to version 5.62 retain the original type values (message group type = I, message type = N). As a result, a single ticket may contain notes with both the old and new type values depending on when they were created.
Impact on integrations and webhooks
If your integration or webhook identifies notes by filtering on specific type values, it will be affected:
- Integrations filtering by message group type = "I" will silently miss all notes created from version 5.62 onwards.
- API v1 consumers reading GET /api/v1/conversations/{id}/messages will see notes created after 5.62 returned with message type group = "U" instead of "I" and message type = "M" instead of "N", potentially causing them to appear as regular messages rather than notes.
Required action
If your integration, webhook, or custom reporting relies on message group type or message type values to identify ticket notes, you must update your code to handle both the old and new type values.
If you need assistance identifying whether your integration is affected or have questions about how to update your code, please contact our support team at support@liveagent.com with details of your use case.