Product updates

Timeline of past updates and news.
28 JULY 2014

Clickable charts and easy archives navigation

Click on individual bars when looking at the Total chats and Chat ratings reports to get more feedback by accessing the related conversations in the archives.

Additionally, you can now use the up and down keys to navigate more easily through your archived chats.

Clickable reports
14 JULY 2014

Muting sound notifications

You can now disable all sound notifications while keeping the visual notifications enabled.

Simply go to the notification settings and click on the Mute all sounds option. Learn more in the notifications tutorial.

Mute all notifications
07 JULY 2014

Facebook posts and messages as tickets in LiveChat

Handle your entire support communication in one place using the Tickets from Facebook integration. It allows you to receive your Facebook wall posts and direct messages as tickets in LiveChat. All your replies to those tickets will be automatically posted to Facebook.

Check out the integration tutorial for more information and installations instructions.

Facebook posts as tickets in LiveChat
24 JUNE 2014

Tagging chats and tickets

Keep your chats and tickets organized with the new tags function. By adding a tag like "sales" or "support" to a chat, you will be able to easily find it later on in the archives.

What's more, you can use tags to filter your reports to get more information about particular groups of cases.

Set up and start using tags today. Our tags guide will get you started in no time!

Adding a tag to a chat
23 JUNE 2014

Updated sound notifications

New sound notifications have been added for various chat events.

For example, you will be able to distinguish a new chat notification from a notification about a new visitor in the queue.

New sounds for chat notifications
12 JUNE 2014

Pending tickets follow-ups

To help you handle pending tickets, we've added two automatic follow-ups. They are sent to ticket requesters who didn't respond to your last reply.

LiveChat will send a follow-up after 3 days since the last agent's reply to the ticket.

If you don't hear from the requester for 7 days after your agent's reply, the ticket will be automatically marked as solved. The requester will receive a notification about that and can re-open the ticket by replying.

Automatic pending ticket messages
10 JUNE 2014

Mobile icon on the Agents list

The mobile icon will let you know which agents are logged in to LiveChat only via a mobile device. You can use this information to spot agents who forgot to log out of their mobile apps at the end of their shift.

Mobile icon update
09 JUNE 2014

Credit card masking

Enterprise users can now mask credit card numbers in chats and archives. Instead of showing the full CC number, agents will see only the last four digits of the card. This will allow you to adhere to various security standards, such as PCI DSS.

You can turn on the credit card masking in the Security section.

Credit card masking in LiveChat
26 MAY 2014

Work scheduler for all days of the week

Set different working hours for each day of the week for agents who change their shifts often. The updated work scheduler will allow you to either set the working hours for weekdays and weekends or for each day separately.

To learn more about the work scheduler and agent working hours, read our work scheduler tutorial.

Work scheduler for days update
22 MAY 2014

Exportable goals report

If you need detailed information about your goals to calculate your agents commission or to determine the next steps for your company, the new goals report will have you covered.

Enterprise plan users can get it on demand or schedule an automatic export via the Export section.

Goals report export update
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