LiveChat updates
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14 August 2024
Updates is now News
If you’re looking for updates on LiveChat, you can find them in the LiveChat Agent app News section. You can learn all the key information about the most important LiveChat product releases and integrations there. Check it out here.18 July 2023
LiveChat Tags and Canned Responses Team Up!
Experience a new level of efficiency as automated tagging does the heavy lifting for you. This update fuses canned responses and tags, allowing you to pre-set canned responses to automatically assign tags to chats. Less typing, better results! We understand how important clarity is in the face of all the new possibilities the automation brings. That’s why the Live Assistant will join your team to guide you through all the new events happening on your screen. You’ll know exactly what and how it happened! What you get with the update:- Work Efficiency: Spend less time on repetitive tasks and focus on delivering exceptional customer support.
- Streamlined Processes: Maintain consistency and accuracy, reducing the number of errors and improving workflow.
- Convenience: Enjoy a simplified chat handling experience, limiting the need for manual intervention.
- Clarity: Reduce your mental load while a personal AI assistant guides you through the future of chatting.
15 June 2023
Say hello to News section
Welcome to News! From now on, we’ll notify you of small and big changes in LiveChat right where they affect your work – inside the app. This way, you’ll never miss any updates and releases relevant to your role and price plan. And when you want to read more, you’ll have it all right there. There’s no need to sift through your inbox. News replaces Help in the navigation. To access Help or report an issue, go to the Profile menu. Let’s stay connected, informed, and engaged!14 June 2023
Get straight to the point with Chat Summary
Chat Summary sums up the chat in a couple of bullet points. Chat Summary provides a quick and easy way to get the gist of your conversation without reading through the entire transcript. You can quickly review key points of the chat, making it easier to see what’s been discussed and take the next steps. Try it out in the LiveChat Agent App.Need more details? Check our Help Center.
26 April 2023
Stay ahead of the game with Performance overview
Performance overview gives you a bird’s-eye view of chat and agent activity, plus tips on how to improve your customer service. Check it every Monday to get insights into what’s happening on your license. It’s a great way to see how your team is doing, how happy your customers are, and how busy your chat is. Performance overview metrics include:- Total chats
- Satisfaction
- Efficiency
- Response time
Learn more about Performance overview in our Help Center.
15 March 2023
LiveChat introduces AI text suggestions
The newest addon to your chatting application is here, and it’s all about the newest trend – automation. AI text suggestions enhance agents’ writing by matching the tones of the messages to the customers’ situations. Thanks to these smart edits, you can rest assured that all messages are in line with your company’s voice! The automation comes with useful editing tools, allowing you to rephrase, summarize, or expand your messages. It will correct your grammar and spelling mistakes and even generate texts based on your input on the spot! AI text suggestions can:- Change message tones (professional, friendly, casual).
- Match texts with your company voice.
- Expand, summarize, and rephrase messages.
- Automatically correct grammar and spelling mistakes.
- Generate texts based on your input.
1 March 2023
Work faster with suggested and private canned responses
Canned responses are a great way to speed up your work without compromising accuracy. Now you can shift speed and personalization into a higher gear with suggested and private canned responses. With suggested responses, LiveChat can suggest the appropriate response based on what is happening in the chat. You can set them for- when the chat is started
- when the chat is transferred
- when the chat goes idle
- when the chat is rated good
- when the chat is rated bad
Learn how to set it up from our Help Center.
19 December 2022
The improved Agents section is now Team
The Agents section in the LiveChat Agent App, the one with the list of all the people and chatbots in your LiveChat, has received a major UX upgrade and a new name. Behold Team!The most spectacular change is the new Work Scheduler. You can now:
- set the working hours for whole groups of agents in one go
- and set multiple breaks.
- Add whole groups of new agents by copying and pasting agent emails.
- Manage multiple agents’ availability with just a few clicks.
- Access the most vital Agent actions from the main view.
Read more about the new Work Scheduler.
See how you can now manage Agents and Groups.
9 June 2022
Find Your Way Through Reports and Archives With New Updates
What’s more important than useful analytics? Nothing! That’s why we’ve upgraded the filtering options in Reports and Archives, so you can better enjoy exploring all that data you’ve accumulated. The update adds a brand new country filter, along with “exclude”, “and” & “or” logic. This allows you to group different chats, look at your reports from a different angle, and draw original conclusions by comparing data in a new way. Furthermore, we’ve added quality life improvements, like custom time periods for heatmaps, intuitive days navigation in the Agents activity chart, and seamless transition between reports and archives data. Check out the full description of the improved Reports.5 May 2022
Tailor your website’s chat widget with the new live editor
Online shopping is good and all, but there really is no better way to get the perfect fit than by trying new things directly. We totally get it, and our live editor is proof of that. Thanks to the configurator, you can accurately match the look and position of your chat window with your site, creating a seamless “built-in” look. That’s a quality of life improvement if we ever saw one! What you get with the live editor:- Full-size chat preview directly on your website
- Adjustable on-site appearance, including theme, colors, position, and offsets
- Color picker — easily import your website’s background color into the chat widget
- Configuration preview without the need to save the settings
- Dark mode switch, along with a preview of the new look