Until today some of the website visitors clicked on the chat widget only to see how it works. With the pre-chat survey disabled, a chat with the curious visitor was started automatically and in such cases, visitors often did not enter any messages, because they didn't intend to start a chat at all.
Such "empty" chats led to major discrepancies in reports. In example, when LiveChat reported about 100 chats on a given day, some of these chats could have been empty and the actual number of chats would have been lower. Moreover, conversations without any messages took up agents' chat slots, so the agents couldn't handle additional chats even though the visitor did not participate in the conversation.
After today's update, with the pre-chat survey disabled, the chat is now started only after the visitor sends the first message. Automated greetings will work in the same way: the chat starts after visitor's first response.
Your customers can now use the updated embedded chat window when chatting with you from a mobile device. The new design will make chatting from a smartphone or a tablet a seamless experience.
The new mobile chat window is fully customizable. You can use CSS to change its look and behavior. If you are using the embedded chat window, it will now open in the same window when accessed from a mobile device.
You can now modify the time it will take for chats to turn inactive (gray circle).
You can either increase the inactivity time if your clients tend to send messages less frequently or decrease it to free up chat slots more quickly.
Learn more about inactivity from our article.
You can now use several integrations directly from the Archives. For example, if you are using the Salesforce integration, you can add a contact to Salesforce directly from the Archives.
You can now click on a number of reports to see the related chats and tickets. For example, you can see all chats made during a given day by clicking on one of the bars in the Total chats report.
You can also click on pre-chat and post-chat survey results to bring up the related chats. For example, you can quickly find all chats in which customers didn't get a solution.
To learn more, check out our article on advanced reports functions.
You can now look up your customers using the Nutshell integration. It allows you to display stored customer data from your Nutshell CRM in the LiveChat application, which makes servicing returning customer much easier.
You can learn more about the integration in the Nutshell integration guide.
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.
This report is available for Enterprise and Enterprise Plus customers. You can learn more about the report from our knowledge base.
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.
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.
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.
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.