LiveChat updates

Tweak Your Chat with Our New Chat Widget Configurator!

Our new Chat Configurator is here, giving you the option to change the looks of your chat window and tweak its behaviour without using any additional CSS or JavaScript configuration.

How to enable the New Chat Configurator?

If you’re not yet using the new Chat Configurator, the process of turning it on is quite simple! Head over to the Customization section of your LiveChat settings and click on the Discover new look button.

You should see a new Chat Widget Configurator, together with the preview of your brand new chat widget. To apply changes, click on the Save changes button.

And that’s it! Now you can start using your new Chat Widget Configurator to change the looks of your chat!

So, what options are there?

Pick your theme

Our new Chat Configurator gives you the option to pick a theme of your chat window. You can currently choose between Smooth and Modern, but don’t worry! There are more themes coming really soon.

In addition to changing the theme of your chat, you can also change the style of your minimized chat widget. Amaze your customers with a simple yet functional Bar or a modern and minimalistic Bubble!

Pick your color

With the Pick your color option, you can choose a color scheme similar to that of your company’s brand. Picking a carefully pre-selected set of colors will increase your visitors’ website immersion, providing a much greater browsing experience.

We also realize that each website is different. That is why, in addition to the ready sets of colors, we’re giving you a feature called Custom Colors. A tool allowing you to adjust the color of your chat perfectly.

From now on, you can change the color of your minimized and maximized widget elements, either by providing a hexadecimal representation of a color or by using our built-in color palette!

Widget position

With widget position, you can decide on which side of your website your customers should expect to interact with the chat window. Either on the left or, as set-up by default, on the right! And all of that without any additional CSS customization.

Oh, and did we mentioned that it works great on mobile devices as well? But don’t take our words for it: try for yourself, with just a click of a button!

OK, but what about the widget’s behaviour?

With the new Chat Widget configurator, we want to bring you the possibility to change the behaviour of your chat window, without modifying LiveChat script added to the source code of your website.

So, which behaviour can you modify exactly?

Show agent’s photo

Decide whether you’d like to display your agent’s photo during a chat and in the chat bubble, after your customer will minimize the chat window or receive a greeting.

Enable sound notifications for customers

By default, your customers will be notified about a new greeting and a new message received in a chat by a sound notification. This should get their attention whenever they, for example, minimized their browser while talking with your agents. However, if you’d like to disable those sound notifications, simply switch this option off.

Let customers rate agents

With this option, you can decide whether your customers can rate your agents during or after the chat.

Let customers get chat transcripts

Turn on this option to give your customers the possibility to request the transcript of their current chat. The chat transcript will be sent to their email.

Hide widget until it gets activated

If you’d like to keep your chat widget hidden until your customer will either: receive a greeting or interact with a custom start chat button added to your website (more on this subject here), this option is the way to go. Oh, and it’ll also work in case that you’d like to implement our open chat window API method, to build your custom mechanism responsible for opening a chat.

Display widget on mobile

Enabled by default, this option will make sure that your customer can chat with you when browsing through your store on their phones or tablets. If you wouldn’t like that however, simply switch this option off.

Tell me more!

If you’d like to know more about the new Chat Widget Configurator, don’t hesitate to start a chat with us! Our Support Heroes are available 24/7/365 and are always ready to help.

Get a New Look for Your Chat!

With all the recent changes to Chats, Agents and Settings sections of your LiveChat, it is now time to get a new look for your chat as well. LiveChat introduces a brand new chat window!

To learn how to turn it on, click here. But, before you do, take a moment to check out what exciting new possibilities are waiting for you!

New Chat Window: what it’s all about?

There are several things that come with the update to your chat window, both in terms of the looks and the technical aspect of it. Let’s go through them one by one.

New Look for your Chat

The first thing that you’ll notice is that the new chat window is now animated! Actions like receiving new messages in a chat, minimizing the chat window or having the window pop-up for your customers are now brushed with a neat animation.

This may seem like a small update but it accomplishes a lot. New animations will make the chat window look much more responsive in the eyes of customers visiting your website, making sure that they’ll be more likely to use a chat during their future visits.

New Feature: mute chat on your website

The Mute button is an entirely new addition to the chat window. Your customers can now use it to disable all sound notifications coming from the chat.

Don’t worry though! The mute button will not limit the core functionality of the chat. Your customers will still be able to continue a conversation with you, no matter what.

Customize your chat window

Along with the new look, we provide you with new ways to modify the chat on your website. From now on, you can change the color of your chat window, straight from LiveChat app. You will also be able to choose which parts of the chat window you’d like to show or hide: transcript, agent rating, and agent avatar – all of that without dabbling in CSS.

We’ve got something for our Marketplace users as well! Soon, you will be able to pick and choose a custom theme for your chat. The Marketplace will offer access to high-quality themes, without having to rely on an in-house developer.

So how to turn it on?

The process of turning on the new chat window is quite simple! Head over to the Customization section of your LiveChat settings and click on the Discover new look button.

You should see a new chat window configurator, together with the preview of your brand new chat widget. To apply changes, click on the Save changes button.

And that’s it! The new chat window is now visible for you and customers visiting your website!

Oh, and one more thing

The current release of the new chat window is just the beginning. If you are curious on what we have planned for you in the future, both as an end-user or as a developer who’d like to max out the possibilities given by our chat window, click here.

Konrad, our chat window magician, has prepared a dedicated post on our Developers Blog. This post will once again guide you through all the new features available in the chat window, as well as show you what exciting new possibilities are waiting for you on the horizon!

LiveChat Is GDPR Compliant!

The General Data Protection Regulation (GDPR) is the result of many years work by the European Union to unify and strengthen data protection for all EU citizens. As taking care of your and your customers’ privacy is our number one priority, we are gladly reporting that LiveChat is GDPR compliant!

LiveChat is GDPR compliant: what does it mean?

GDPR regulates the processing of personal data in the European Union (its collection, storage, transfer or use). Under the GDPR, the concept of “personal data” is broad and covers any person-related information that can be used to identify them.

The important thing is that GDPR applies to every organization that processes personal data of the EU citizens, even if it’s located outside of the EU. What it means is that GDPR gives you more control over how your data is used.

We have updated our Terms and Conditions and Privacy Policy documents. They are now more customer-friendly and they address the data regulations introduced by the GDPR, so don’t hesitate to check them all out!

General Data Protection Regulation: two-way agreement

We are dedicated to help our customers become GDPR compliant as well. Here is a product guide that will show how to adjust LiveChat for GDPR compliance and that will help you better process and control your customers’ data: Prepare your chat for General Data Protection Regulation.

Also, in case of any additional questions regarding GDPR, feel free to visit our official GDPR landing page. There you will find a lot of additional information that you may find useful.

There’s one more thing: as we know how important this topic is, don’t hesitate to start a chat with us – we will be more than happy to provide you with any additional information that you may require!

Set agent priority within a group

You can now decide who will get chats first in a group. This is a follow-up update to the recently released Agents section.

You have two priority settings to choose from: Primary, for core team agents who always should get chats first, and Secondary, for agents who fill in as backup or are still learning the ropes.

You can change agent priority by editing one of your agent groups in the Groups settings. You need to have the new design enabled in your Profile menu to access priority settings.

Let us know what you think about the update!

Manage your team in the new Agents section

The new and improved Agents section is finally here!

You can now filter agents to find specific team members more quickly. You also get information about agent’s email and groups right on the list.

Smaller changes include a cleaner look for the Agent details section. Next week, you’ll also get access to a priority system you can use to decide who will get chats first within a group.

You can go between the new and the old look using the switch in your profile menu. Make sure to check the new Agents section out!

New Chats section available

You can now start using the Chats section in the new and improved look.

The new chat list now stores ongoing, queued and supervised chats for easier access. It’s also capable of handling more than six chats at a time.

Smaller changes include a clean look and new map for the Customer details section.

If you’d like, you can go back to the old look at any time using the switch in your profile menu.

Check out our latest post on the Chats section to find out more about these changes.

Build Your Own Help Center!

You can now use our Knowledge Base integration to build a public Help Center for your customers!

Help Center: what does it offer?

With our Help Center you can create an exceptional help desk and adjust it to your needs, by being able to:

• customize the URL, logo, colors, and headline of your help page;
• integrate with Google Analytics;
• decide which articles should be public.

Check out our official page that will help you start off with your own! Also, stay tuned for additional features like:

• AI-powered article suggestions;
• quick and convenient add to reply button;
• subtopics;

and much more!

Chat Widget Themes for LiveChat Marketplace!

The whole new way of customizing your chat window is here! LiveChat introduces Chat Widget Themes: a brand new section of LiveChat Marketplace, where you will find all the right tools to make your chat look better than ever before!

Chat Widget Themes: what it’s all about?

You access the Chat Widget Themes section by simply going to LiveChat Marketplace. There you will find our brand new Chat Widget Themes section.

See which theme will be the best for you and, with just a click, install it on your LiveChat. What’s more, if you’re feeling a little adventurous, you can create your own theme based on our detailed documentation!

Click here to check out our official Chat Window customization guide. And, if you will still have any questions, don’t hesitate to reach out to us via chat!

See the Value of Your Chats with Sales Tracker

You can now see which chats end with sales thanks to the new Sales Tracker. Add it to your product pages to monitor when a chat leads to a successful checkout.

Whenever a customer makes a purchase after a chat, all the transaction information like order ID or order value will be added to the chat thanks to the Sales Tracker. You can look it up in your Archives or check out the big picture in the new Sales Report.

These will help you see which agents, pages and products bring in the most revenue! Monitor these metrics, make tweaks to your sales funnel and see how much you can improve week over week with the new Sales Tracker.

For more information, head to our Sales Tracker guide.

LiveChat Apps Marketplace and Better Notifications

A whole new way to customize your LiveChat is now available! The Apps Marketplace gives you the option to choose which custom features, additions and integrations you want to add to your LiveChat.

Right now, Owners and Administrators can use the Marketplace to pick and choose from all of LiveChat’s integrations with various 3rd party tools but more options are coming!

Make sure to check out the Apps Marketplace yourself.

In other news, we’ve also added better notifications for the number of new tickets and the number of online visitors. They now both look like the notification for the number of chats which is a lot clearer and easier to read.