We would like to share some details about the new feature we’ve been working on: chat history in the chat widget.
How it works now
Currently, when a chat is finished, it’s visible in the Agent app. Agents can visit the Archives section and browse all past conversations. When a customer starts a chat again, the agent can see previous discussions and get familiar with past issues of the customer.
Unfortunately, customers don’t have such possibility. They can only get the transcript during the chat, but they don’t have any option to check important details from the last conversation.
How the new feature works
With chat history in the chat widget, customers can view all previous messages and filled-in chat surveys. They can quickly check promo codes or instructions without the need to start a chat again.
Currently, we are testing this feature with selected LiveChat customers. If you want to test this feature - fill in this form. We will contact you as soon we will able to launch it for you.
Please note that these changes are only available in the new chat widget. To switch to the new chat widget, go to Settings → Chat widget → Customization and click on Discover the new look . Confirm by hitting the Save button.