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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.
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 link 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 rate comments when they rate chat agents. The commetns 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.
You can now select entire groups when choosing a ticket assignee. Thanks to the tickets for groups feature, you don’t have to check if a particular agent is a member of the group you want to select.
When a ticket is selected, the ticket will be only visible for the members of the group as an Unassigned ticket.
The chat window has been translated into another language:
Traditional Chinese. It brings the total number of supported languages to 37. This allows you to offer a Traditional Chinese chat on your website.
You can switch to this translation by changing the language settings of your chat window.
You can now browse through your chat data more easily using new LiveChat filtering options. For example, you can now filter your Visitors list by a specific country or show returning visitors only.
When looking for chats handled by a specific agent, you can now simply type in that agent’s name in the Agents filter. This comes extra useful if you have a lot of agents working on your LiveChat. In the same way, you can quickly search for specific groups, countries or tags.
If you are using LiveChat for multiple websites, you can now make that customers who visits several of your pages will get a separate chat on each of those sites.
This is especially useful if you have several websites offering similar products as clients might enter a few of them and you should offer separate chat experience on each of those sites.
Check out our groups tutorial for more details and configuration instructions.