We like to stay fresh!
Repeated questions are a daily bread for all of us working in support. We have canned responses for those. They’ve been doing a pretty good job so far, but we figured that it would be faster if you could add them directly from conversations. Today’s update to canned responses is doing just that – you can now save common replies with just one click while chatting.
How does it work?
The next time you find yourself sending the same message to a customer, simply hover your mouse over it and click on the save response icon . You will get a pop-up box where you can edit the response, add shortcuts and save it for later playback. No more having to drop on chat to go to the settings. Just click and save. It’s as easy as that!
We are thrilled to introduce a new flat design of your dashboard. Smooth layout was launched to ease the navigation and to please the eye. Only the look of the panel is glammed up, features stay unchanged.
That’s not all – we also reworked the filters in LiveChat panel for you.
The search function in filters in Settings, Reports and Archives sections is improved. Search box appears automatically after you click on Agents, Groups or Tags filters if the selected list is longer than 10 elements.
New filter in the Agents section works in a similar way. If you belong to a team of over 10 agents, you can use this filter to quickly search through agents by typing in their name.
Today we roll out a small but quite useful feature. You can now find the unique link to your chat right in the control panel. It makes it easier to share the link on social media, add to your email signature or newsletter campaigns. Use the link whenever you interact with your customers to gather feedback, be accessible and more engaging.
To get your link, login to your dashboard and go to settings > installation > direct chat link. The link is ready to use. No need for customizing it with your license ID or adding the tracking code to your site. Just copy and share it with your customers to let them reach you instantly from any channel you offer. Pretty neat, huh?
We’re super excited about today’s update! You can now ask your customers for details when initiating chats with automatic greetings.
Until recently, the pre-chat survey would not show after greetings. The reason behind it was quite simple – the majority of online users prefer anonymous browsing. Therefore, greetings starting chats immediately without asking for personal details have been more effective.
Thousands of incognito chats later, we finally got the message through! Different businesses have different needs and objectives and they need features tailored specifically to their needs. That’s why we leave it solely to you to decide whether or not to use greetings with the pre-chat survey.
Read more to learn how you can enable the pre-chat survey for greetings.
You can choose which groups of agents will answer chats on particular pages of your website by setting up URL rules. For example, you can assign your sales department to chat with customers on your product pages.
To do this in the past, you had to add a group parameter to your LiveChat code. Now, you can use the same code on all your pages and decide which agents are going to chat on them using URL rules.
Using the rules you can also change the way LiveChat looks on different pages and websites, which is useful if you are running several websites with LiveChat on them.
You can even use the URL rules to disable LiveChat on certain pages from which you get a lot of low quality leads and spam chats.
Get the whole picture about your previous chats by looking up additional customer data right in the Archives. From now on, all archived chats include the following visitor information:
- location of the visitor (city, region, country),
- referrer website from which the visitor reached your website,
- IP address of the visitor,
- page where the chat begun,
- group which handled the chat.
You can get this data in your chat Archives. Simply select a conversation and the information will be available at the bottom of the chat.
Some of your website visitors click on the chat widget only to see how it works. With the pre-chat survey disabled, a chat with the curious visitor is started automatically and in such cases, visitors often do not enter any messages, because they don’t intend to start a chat at all.
Such empty chats led to major discrepancies in reports. As an 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 timeouts 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 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 about the clickable reports, check out our article on advanced reports functions.