Product updates

Timeline of past updates and news.
27 MAY 2015

Agent activity report

Use the new Agent activity report to check when your agents were available for a chat.

The report is a graphical representation of your agents' statuses. When agents are accepting chats, the appropriate portion of the graph is green. When they are not accepting chats, the representation will be red. Their offline time is represented by the gray color.

Agent activity update in LiveChat

This report is available for Enterprise and Enterprise Plus customers. You can learn more about the report from our knowledge base.

 
25 MAY 2015

Link preview in the chat window

A short preview of the link will be now displayed when an agent or a visitor posts a link in a conversation. The preview can include the title of the webpage, a short description and a thumbnail.

Link preview in LiveChat
 
18 MAY 2015

Logging in with Google Accounts
and 2-step verification

You can now log in to LiveChat using your Google Account. This makes starting your work faster as you don't even have to type your LiveChat password.

The new Google Account option available when logging in

Additionally, Team, Enterprise and Enterprise Plus plan users can now increase their security by using 2-step Verification. It changes the way you log in to LiveChat a bit: instead of simply providing your username and password, you need to log in with your Google Account and provide a security code that you receive via a text message.

Check out our article on 2-step verification to get more details and to see how to set it up.

2-step verification via Google in LiveChat
 
12 MAY 2015

Rating comments

Visitors can now provide short comments when they rate chat agents. The comments will allow you to identify potential problems when the rating is negative and show you the actions that should be encouraged when the rating is positive.

The ratings are displayed in the chat window and can be reviewed in the Archives. You can use three new filters (Commented, Commented bad and Commented good) to reach chats with commented ratings more easily.

Rating comment option in LiveChat
 
11 MAY 2015

Pre-chat survey fields mapping in Salesforce and SugarCRM integrations

Get more detailed contact information in your CRM. You can now assign specific pre-chat survey fields to their counterparts in Salesforce and SugarCRM.

Pre-chat survey fields mapping in Salesforce and SugarCRM
 
30 APRIL 2015

Assigning tickets to groups

You can now select entire groups when choosing a ticket assignee. This way, you and your agents don't have to check if a particular agent is a member of the group you want to select.

When a group is selected, the ticket will be only visible for the members of the group as an Unassigned ticket.

Assigning LiveChat tickets to groups
 
29 APRIL 2015

Traditional Chinese

The chat window has been translated into another language:
Traditional Chinese. This brings the total number of supported languages to 37.

You can switch to this translation by changing the language settings of your chat window.

Traditional Chinese in LiveChat
 
27 APRIL 2015

New filtering options

You can now browse through your LiveChat data more easily using new filtering options. For example, you can now filter your Visitors list by a specific country or show returning visitors only.

New filtering options in LiveChat

When looking for chats handled by a specific agent, you can now simply type in that agent's name in the Agents filter. This comes extra useful if you have a lot of agents working on your LiveChat. In the same way, you can quickly search for specific groups, countries or tags.

These new filters are available in the Visitors, Tickets, Archives and Reports sections.

 
23 APRIL 2015

Separate chat sessions for multiple websites

If you are offering LiveChat on multiple websites, you can now make sure that customers who visits several of your pages will get a separate chat on each of those sites.

This is especially useful if you have several websites offering similar products as clients might enter a few of them and you should offer separate chat experience on each of those sites.

Check out our groups tutorial for more details and configuration instructions.

Separate chat sessions for different LiveChat groups
 
01 APRIL 2015

Exportable first and average response times reports

The exportable Chats report offers two new values: first and average chat response times. This information is available for all your chats.

Enterprise plan users can get the Chats report in the Export section.

Average and first response times exportable report
 
 
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