LiveChat updates

Enhance your customer relations with Mailchimp in LiveChat

A few weeks ago we released the new and improved integration with Mailchimp, and now we’re back to let you know it just got even better. In this release:

• automated chat invitations with the option to subscribe,
• a subscription form that your agents can send in chat,
• filtering contacts in Mailchimp by LiveChat events,
• creating LiveChat-specific automated campaigns in Mailchimp,
• turning newsletter replies into LiveChat tickets.

Get the Mailchimp integration in the LiveChat Marketplace.
See our Help Center for a setup manual.

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.

Get more chats with WhatsApp Business

Say hello to 2 billion WhatsApp users and let your agents handle WhatsApp chats in LiveChat.

Route chats to a dedicated group of agents and handle high-traffic chat all in the LiveChat Agent app. WhatsApp Business provides support for the most commonly used file formats: text messages, photos, documents, voice recordings, location.

The integration uses the official WhatsApp Business API, which is compliant with the WhatsApp Terms of Service. This means it’s:

• Stable and secure
• Capable of handling the heaviest of traffic
• Independent of a smartphone — all you need is a phone number.

Install WhatsApp Business from the LiveChat Marketplace. View installation tutorial in Help Center.

Mailchimp integration upgrade

If you already use Mailchimp, make sure to harness the lead-generating power of LiveChat’s Mailchimp integration. If you’re not, perhaps it’s time to start.

This integration offers:

• adding new contacts to your Mailchimp audience when the customer starts a chat
• viewing Mailchimp subscriptions alongside conversations
• separating multiple mailing lists by groups

If you are currently using the LiveChat Mailchimp integration, log out of the LiveChat Agent app and log in again to update.

More functionalities are soon to follow!

Get the Mailchimp integration in the LiveChat Marketplace.

LiveChat’s Chat Widget performance is now better than ever

Over the last few months we’ve been working hard to improve the performance of LiveChat’s Chat Widget. We optimized the size of the Chat Widget code and its loading speed. In general, any additional code added to your website will make it heavier and slow down its loading time. This in turn may affect your SEO ranking or impact interactivity from the user’s perspective. LiveChat is a responsible third-party provider, and as such we strive to deliver the lightest code and shortest loading time possible without compromising the end-user’s experience.

We achieved this by decreasing the size of the Chat Widget and adjusting the way it’s loaded on your website without changing how the application behaves on your website.

For more details on how it works and why this is important, check out the article over at Success by LiveChat.
For a technical deep dive on this, check out our Developers blog.

LiveChat mobile app now works on tablets

Install the LiveChat mobile app on your iPad or Android tablet and enjoy mobility without compromising on features.

The LiveChat Agent app is now available on all devices, desktop or laptop, phone or tablet — you need it, we’ve got it.

With the LiveChat mobile app on your tablet or iPad, you’ll not only be able to chat with your customers wherever you are, you’ll also be able to

• monitor the traffic on your website,
• handle chats from multiple channels,
• personalize notifications,
• manage your team,
• and much, much more.

Check out the full list of features.
Download the LiveChat mobile app for iOS and Android.

LiveChat’s Chat Widget is accessible

As a responsible third-party provider, here at LiveChat we are committed to breaking down barriers in communication. This is why we are proud to announce that, after much work and testing, our Chat Widget is compliant with WCAG 2.1 level AA.

This means that the Chat Widget and targeted messages are now

• fully keyboard-accessible, which means that customers can access all navigable elements via a keyboard.
• accessible to text-to-speech readers, which makes the Chat Widget accessible to visually impaired customers.
• all customizable default colors have a contrast score of 4.5:1 or higher.

Check out our VPAT (Voluntary Product Accessibility Template) from Deque.
Read our LiveChat guide to accessibility in our Help Center.
Follow our Developers blog over the next few days for a deep dive into the process of making the Chat Widget WCAG compliant.

Choose the right workflow for each team

Now you can set Automatic assignment or Manual selection per group and match chat assignment to the workflow of each team.
At LiveChat we know that the optimal workflow differs from team to team. Some agents handle chats from customers all day, every day. Other agents have fewer customers on chat, so they take care of tickets or answer phone calls or look into technical matters for customers.

Now you can have your Sales team on Automatic assignment so that they’ll receive a chat as soon as they have an open slot. Your Tech Support can be on Manual selection, which allows them to finish their ongoing task while the customer is waiting in the queue.

We have also changed the name of this feature from Chat routing to Chat assignment, in preparation for more exciting improvements coming soon.

Read more about chat assignment in our Help Center.
Try it out in the LiveChat Agent app.

Let your customers go beyond words with emojis

A while back, we added the option for agents to send emojis to customers from the LiveChat Agent app. Now, your customers can also send emojis from the LiveChat Chat Widget on their desktop.

Your customers can use emojis in the Chat Widget regardless of the device they start the chat on. This saves your agent from wondering if it’s appropriate to send emojis in chat. As we always say, mirror your customers’ language. If they send emojis, you can send them, too.

We’ve also added fallback emojis, so even if your customer’s device, operating system, or browser does not support emojis, the Chat Widget will display them anyway.

Stay tuned for more announcements about Chat Widget upgrades coming soon!