LiveChat updates

Handle HelpDesk tickets in the LiveChat mobile app

Now all the benefits of HelpDesk are available on the go!

With this new update, you can access your HelpDesk tickets in the LiveChat mobile app. HelpDesk powers up the asynchronous portion of your customer service, and LiveChat mobile enables you to handle it whenever and wherever you want.

With LiveChat mobile, you can

• Create tickets from chat,
• Reply to customer’s tickets,
• Assign tickets to agents or groups,
• Add people in the loop,
• Follow relevant tickets,
• Mention team members,
• Add priority tags, notes, and images.

Manage your HelpDesk tickets wherever you are, whenever you have a moment with the LiveChat mobile app.

Download LiveChat mobile from App Store, Google Play, or AppGallery.
Read more about how the LiveChat mobile app can improve your everyday workflow.

Chat Widget supports drag and drop

Now your customers can drag and drop files into chat.

We’re on a mission to make communication easy, accessible, and intuitive. Drag and drop shortens the attachment process, making the chatting experience all the more pleasant for your customers.

Let your customers attach files in chat.
Read more about file-sharing in our Help Center.

Handle tickets in the LiveChat mobile app

You can now handle LiveChat tickets in the LiveChat mobile app for agents.

Whether the tickets are your primary means of communication with customers or you only use them for more complex cases, you now can:

• Create tickets from chat
• Reply to customer’s tickets
• Assign tickets to agents or groups
• Add people in the loop

Manage your tickets wherever you are, whenever you have a moment with the LiveChat mobile app.

Stay tuned if you’re using the integration with HelpDesk, as we are putting the finishing touches on this feature in the LiveChat mobile app.

Download LiveChat mobile from App Store, Google Play or AppGallery.
Read more about how the LiveChat mobile app can improve your everyday workflow.

Messaging Mode takes over the steering wheel

Availability can be a real struggle nowadays. We are often expected to give our full attention to so many things at the same time. And we still need to sleep now and then.

No worries, LiveChat’s got you covered! Messaging Mode is all you need to maintain engaging support during offline hours.

Messaging Mode is a feature that allows asynchronous communication with your visitors. Basically, they can send you a message even if you’re not available, and you can send a reply while they’re away from their desks. The chat history is loaded for both recipients whenever they go back to the conversation. Just like social messaging!

What you get with Messaging Mode:

• Full time chat availability. Enable customers to start a chat and reply to messages whenever they want.
• Connections that last. Manage your chats with customers by replying to conversations anytime.
• Better insight on your chat traffic with heatmap report, which can now track data from chats started during offline hours.
• Offline and online conversations combined into single chat history.
• Natural customer experience. Business chats that perform just like social messaging.
• More leads captured when you’re offline.

Interested in the modern approach to communication? Learn how to enable Messaging Mode.

Embrace the night with improved dark mode

We’re proudly introducing an even darker mode in LiveChat. The new version covers all of the chat widget elements, including text areas, targeted messages, forms, rich messages, and buttons.
Dark mode is a chat window modification that inverts colors, displaying light texts on dark backgrounds. The result is easier on the eyes, especially during nighttime, improving user experience and accessibility of your chat widget.

This update is only a first small step in a big plan to enhance our chat widgets. Expect more news from us soon!

See how to enable dark mode.

Queued chats now display visitors’ questions

With our newest update, agents no longer have to guess queued visitors’ queries before choosing to chat with them.

Visitors can type their first message while waiting in the queue, and agents can immediately see it in the LiveChat app. Prioritizing pending chats got much easier, and the user experience that much better.

What you get with the queue update:

• Much better experience for visitors as they no longer need to wait in a queue to state their query.
• Interactive queues appear more attractive to visitors, increasing the number of chats you get.
• Shorter chatting time. Agents will be able to prepare for visitors’ cases before picking them up from a queue.
• Agents can quickly spot urgent issues, giving them more control over the queue.
• Better engagement reduces the chance of customers leaving your queue. Visitors who stated their query will more likely stay on the line to get it resolved.

Find out more about the queue in our Help Center.

Ask for email: set up an inactivity message

We are always happy to deliver features requested by our customers, and Ask for email is exactly such a feature. Now you can set up a message that will be automatically sent to the customer when an agent does not respond within a set amount of time, or when your agents are offline. Ask for email allows you to set up an automatic message to inform the customers that your agents are busy at the moment and ask for contact information. You can also set up the time after which such a message is to be sent.

In Messaging Mode, this feature allows you to obtain or confirm the customer’s contact information when your agents are offline.

Check out the Ask for email tutorial in our Help Center.

Use QR code to redirect customers to your chat

Make communication even easier and let your customers reach you any time they need.

From now on you can use a unique QR code to redirect your customers to your chat. Just download the code and add it to your order or stick it on a package. When they scan the code with their phone, your customer will be immediately redirected to your chat page.

Customize the text next to your QR code to let your customers know how to use it.

Learn more about chat page.

Now your customers and agents can paste files into the chat

Your agents can now effortlessly paste pictures, PDFs and other file types from the clipboard straight into the chat, and your customers can do the same in the Chat Widget.

Use keyboard shortcuts (Control+C, Control+V for Windows and Command ⌘+C, Command ⌘+V for Mac) or right-click on the file and pick the command from the menu. Then, review the preview and confirm the upload to make sure you always send the intended files.

Read more about file sharing in LiveChat.

New Routing Rules

We’ve given the URL rules in the LiveChat Agent app a makeover. You can now route chats to specific agents based on geolocation, in addition to the URL or domain. You can also specify the priority of the rules by changing their order on the list.

Routing rules let you:

• Make sure that your customers chat with the right team, e.g., those on product pages chat with Sales, and those on self-help pages chat with Support.
• Customize the Chat Widget on multiple domains.
• Support multilingual customers by routing chats to groups of agents based on the customer’s location.

Upgrade to the Business plan and start routing your customers based on location now.
Learn more about routing rules in our Help Center.
Try out the new configurator in the LiveChat Agent App.