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) |
Moreover, the ID format for ticket notes has changed as well. Notes created from version 5.62 onwards are assigned UUID-format string IDs instead of integer IDs:
| Before version 5.62 | From version 5.62 | |
|---|---|---|
| Note message group id | Integer string (e.g. 12345) | UUID string (e.g. "123abcde-45fe-490a-ba7f-999e7855h5uc") |
What is affected
These changes apply 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) and their original integer IDs. As a result, a single ticket may contain notes with both the old and new message type values, and with both integer and UUID group IDs in the same API response, 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.
If your integration parses or stores message IDs as integers, or makes assumptions about ID format, it will be affected:
- Integrations that cast note group IDs to integers will fail or produce incorrect results when processing notes created after version 5.62.
- API consumers reading GET /api/v3/tickets/{id}/messages may receive a mix of integer and UUID group IDs in the same response for tickets with notes from both before and after the version 5.62 upgrade.
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.
Also, treat all message group IDs (and sub-message IDs) as strings. This is the only approach that correctly handles all current and future ID variants without breaking changes.
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.