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LiveChat updates

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Livechat: Introducing redesigned Reports and new features
26 June 2019

Introducing redesigned Reports and new features

We’re coming to an end of the redesign of our app. One of the last steps is the Reports section. Besides the new, cleaner look, we’ve added a few long-requested features.

Look for trends with period comparison

Compare present with past data to see if you are on top of your goals. Whether it’s increasing customer satisfaction or decreasing the number of tickets.

Compare time periods for LiveChat reports

Schedule shifts with ease

Heatmaps are very useful when planning shifts, as they show the busiest time of the day visually. The darker the color, the bigger the workload for your agents. Heatmaps are available for the total chats, queued customers, and new tickets reports.

LiveChat Chats Heatmap

With all the changes, we made sure that all existing features are still there, so you don’t need to worry that something you use every day is missing.

Let us know what you think

Check out what else has changed in Reports and leave your feedback on our Community.

AlicjaAlicja
Livechat: Improved chat widget is here
18 June 2019

Improved chat widget is here

In the upcoming weeks, we want to introduce an exciting feature—chat history in the chat widget. Which means your customers will be able to view their previous chats when visiting your website again.

LiveChat chat history in the chat widget

To do that we had to make some improvements in the chat widget:

Pre- and post- chat survey answers displayed for the customers

Now your customers can see the info they provided both in the pre- and post-chat surveys.

Surveys in the LiveChat chat widget

The conversation is visible until the session is finished

Before, when the post-chat was on and the chat was closed, the customer couldn’t read the conversation anymore. And if they wanted to check something quickly, they had to start a new chat and ask for the information again. Now, when the chat is closed, the customer has access to what was written until they close the browser (or refresh the page).

Usability changes

We added a few interface changes to make things easier for your customers, like better readability in the Modern theme, or icons in the Smooth theme.

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.

Test a new feature: Chat history

As mentioned before, we want to ship chat history in the chat widget soon. If you want to test this feature before we release it to all LiveChat customers – fill in this form. We’ll get in touch as soon as we’re able to launch it for you.

AlicjaAlicja
Livechat: Introducing LiveChat Home
29 May 2019

Introducing LiveChat Home

Meet your LiveChat Home. Where you can keep an eye on the most important metrics. See how many chats your agents are currently handling. And check if you are on top of your sales and support goals.

Home section in LiveChat

You can view the Home section by clicking on its icon in the menu. You will find it in the top left corner of the LiveChat app.

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Livechat: Introducing Product Cards and Dashboard for BigCommerce
30 April 2019

Introducing Product Cards and Dashboard for BigCommerce

We just shipped two new features for our BigCommerce integration, that make using LiveChat easier both for Agents and Admins.

Product Cards

Now, all agents can send product cards right from the LiveChat app. It’s very easy; you search for a product, select it and hit send. Each card contains an image, a description, and a link to the product page.

Product Cards for BigCommerce

Have more than one store? Not a problem. You can easily switch between products from each one of your connected stores.

All that without leaving the LiveChat app. No more jumping between chats and product pages in your store.

LiveChat Dashboard

You are an admin and take care of how LiveChat performs on your website?

LiveChat Dashboard for BigCommerce

With Dashboard, you have access to data on greetings conversion, customers browsing your site, the number of unassigned tickets and many more. Right in the BigCommerce app.

Learn more

Learn more about Product Cards and Dashboard from our Knowledge Base.

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Livechat: Tickets section got a new look
3 April 2019

Tickets section got a new look

Another part of our app was redesigned. This time, we are happy to introduce the Tickets section with a fresh, new look.

redesigned ticket section

Now, you can quickly manage your tickets thanks to clear layout, intuitive filters, and neatly organized details. We’ve also added an All tickets tab so you can find a ticket even if you don’t know its status.

Learn more about what has changed from our post on LiveChat Developers Blog.

Livechat: Customize your Customer Details
6 March 2019

Customize your Customer Details

From now on, you can decide what information (and in what order) is visible in Customer Details. All that, so you can have all the data about your customers close at hand.

customize your customer details

What’s even better, you can add these apps: UPS Delivery Status and Hubspot as widgets in Customer Details. Which means no more switching between tabs and more time to provide excellent customer support.

Learn more about Customer Details.
AlicjaAlicja
Livechat: Brand new Archives are here!
4 February 2019

Brand new Archives are here!

We’re constantly working on the Agent app so it has more powerful features but stays easy to use. Today, we shipped redesigned Archives.

Archives in LiveChat

What has changed?

  • The new design is easier to work with. Clear division between a list of archived chats, chat feed and details, makes you know what is what immediately.
  • You can see all chats with a particular customer with one click.
  • The old filters like Agents, Groups, Tags, Sales, etc. are still there. Now, you can set them to return results that meet one or more conditions. For example, all chats that were tagged with either Support or Sales tags.
  • Last but not least, it is possible to sort chats by date.

Click here to learn more about Archives, and don’t forget to share your feedback on our official LiveChat Community forum!

AlicjaAlicja
Livechat: Our Zendesk integration supports custom fields!
12 December 2018

Our Zendesk integration supports custom fields!

I want to let you know that our Zendesk integration has been updated! From now on, when you’re creating a ticket in Zendesk, LiveChat will load custom fields from your Zendesk account. You can populate them with additional information about your customers, gathered straight from the chat!

Updated Zendesk integration overview

But that’s not all! You can also choose a field to which LiveChat will automatically attach ID of the chat, from which the ticket was created. Just in case that you’d like to keep record of which chats resulted in creating tickets.

Learn more

Click here to learn how to integrate LiveChat with Zendesk and how to get started with all those new features!

KrzysztofKrzysztof
Livechat: LiveChat Supports Rich Messages
4 December 2018

LiveChat Supports Rich Messages

I am very happy to announce that from now on, LiveChat supports rich messages. What does it mean exactly? That you can mix and match: text, images, and buttons to create personalized product cards and clickable menus. Send them right on chat to provide better support and boost sales.

LiveChat Rich Messages

We are only getting started, and for now, you can create rich messages through our integration with ChatBot. All messages sent by bots are displayed both in the chat widget and the Agent App.

Learn more

Read this article to learn more about the benefits and capabilities of our newest feature.

AlicjaAlicja
Livechat: Even easier chat window customization
1 November 2018

Even easier chat window customization

About two months ago we shipped our new, robust chat widget configurator. But we’ve never stopped working on it. Today, I want to show you what has changed since the big premiere, and what new options are available.

What has changed

First, thanks to a collapsible menu, you can quickly find the setting you are looking for.

Chat widget configurator overview

Second, now you can change not only the widget’s position (left/right) but also its side and bottom spacing.

Chat widget configurator widget position

Third, you can choose different visibility options for your chat widget – head to our article on Chat widget visibility to learn more.

Chat widget configurator visibility

What is more, visibility, chat widget position and widget type can be set separately for mobile devices.

Chat widget configurator mobile

Last but not least, Preview shows not only the widget’s appearance but also its alignment on your website.

Chat widget configurator preview

Curious about these features? Go to Settings → Chat window → Customization and try them out.

Talk to us

Did you like what we did with the Chat widget configurator? We always welcome your feedback. And don’t forget our Support Heroes are there for you 24/7/365.

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