Product updates

Timeline of past updates and news.
13 OCTOBER 2014

Visitor time zone information

Offer more personalized service using the information about your visitor's time zone. The visitor's local time is now displayed in the application, allowing you to change your approach depending on the part of the day.

Visitor time zone
02 OCTOBER 2014

New chat window look available

Get a new, fresh chat window look for your live chat. You can now choose between the classic LiveChat skin and a modern one. More skins are coming!

New LiveChat chat window look

New chat response time reports

Learn more about the efficiency of your chat agents from two new reports.

First response time and Average response time reports will tell you how quickly your agents respond to new chats and how fast they reply in existing conversations.

Both these reports are now available for Enterprise plan users in the Reporting section.

First response time report

File Sharing

Now both agents and customers can send files over LiveChat. Thanks to it they can reach the understanding faster, share screenshots, important documents or marketing materials.

The option is available to all customers. Read more in our files sharing tutorial.

Sharing files via LiveChat

Staffing prediction report

See how many agents you need to answer all chats using the new staffing prediction report. The report estimates how many agents you will need based on the amount of queries you got in the last 4 weeks.

This report is available for the Enterprise plan users.

Staffing prediction in LiveChat
20 AUGUST 2014

Photos in tickets from Facebook

You can now receive photos through the Tickets from Facebook integration. The photos will be automatically added to the relevant tickets as attachments.

Additionally, the names of ticket requesters are now linked to their Facebook profiles. This makes it easier to see who has left a particular ticket and opens up possibilities for personalized service.

If you are not using the tickets from Facebook integration yet, give it a go.

Attachments in Tickets from Facebook
18 AUGUST 2014

Ticket drafts

Thanks to the new ticket drafts, you can go back and forth between a chat and a ticket without having to start writing the ticket reply over and over again.

Ticket drafts
06 AUGUST 2014

New exportable report

Enterprise plan users can now export the newly added Queue Abandonment report. Access the Export section to get the report.

Queue abandonment exportable report in LiveChat
01 AUGUST 2014

Average chat duration statistics

See how long it takes to wrap up an average chat using the new average chat duration report.

This report is available for the Enterprise plan users.

Average chat duration report in LiveChat
30 JULY 2014

Queue abandonment

Use the data from the new queue abandonment report to get in touch with visitors who left your queue without starting a chat.

Queue abandonment report in LiveChat
Load more