LiveChat updates

Chat section upgrades

We’re always working to make your work easier and your customers’ experience even better. The newest upgrades to the Chat section of the LiveChat Agent App are here to do just that.

You can now pick from over 1000 emojis in 8 categories straight from the text area in the Chat section, and make your customer communication go beyond words.

We also upgraded the canned response picker. Now you can add a new canned response straight from the picker, and divide the list of responses into groups. Find the response appropriate to the task at hand quicker, without having to remember multiple shortcuts, and use the time saved to pick the emoji to customize your canned response 😉

Try it out in the LiveChat Agent App.
Learn more about canned responses here.

Sign up and sign in with Apple, Google or Microsoft

A while back we introduced LiveChat Accounts and revealed our new login page. To increase convenience without compromising security, we are adding Apple and Microsoft to the list of identity providers you can use with LiveChat.

You can now create a new LiveChat account and sign in to LiveChat with your Apple ID, Google email, or Microsoft account.

Learn more:
Sign in with Apple
Sign in with Google
Sign in with Microsoft

Announcements are here!

We are happy to announce that we have introduced a new customer engagement feature in LiveChat. You may be familiar with greetings, we now give you Announcements.
Think of announcements as greetings with an expiration date – you can set up the time frame in which they will be displayed to customers, and they help you create haste by being displayed only once per customer in a lifetime.

With announcements, you can promote a flash sale, inform about a new feature, advertise a job opening, without spamming your customers with multiple displays of the same message. If they feel like they need more information – they can always start a chat, right?

From now on, you will find both announcements and greetings under Settings>Engagement>Targeted messages in the LiveChat agent app.

Making LiveChat more secure for you

The security of our customers is our priority at LiveChat. As we constantly strive to tighten the security of services used by our customers, we would like to inform you that on 19th of October, we will be disabling some of the older and less secure ciphers that are used when interacting with LiveChat products.

WHAT IS A CIPHER?
As taken from Wikipedia, cipher is an algorithm for performing encryption or decryption — a series of well-defined steps that can be followed as a procedure. An alternative, less common term is encipherment. In other words, it is an algorithm that allows us to exchange the data between you and your customers in a much more secure way.

DO I HAVE TO CHANGE ANYTHING IN MY LIVECHAT APPLICATION?
To keep things simple: no. The change will happen automatically at our end, and our team of administrators will continuously monitor the process. You can log into LiveChat as usual knowing that all of your LiveChat related data is now even more secure.

WILL THIS CHANGE AFFECT ME?
This change will affect you only if you are using the following versions of Safari browser:

Safari 6 / iOS 6.0.1
Safari 7 / iOS 7.1
Safari 7 / OS X 10.9
Safari 8 / iOS 8.4
Safari 8 / OS X 10.10

To avoid any possible service interruptions, make sure that you are using the latest version of Safari web browser.

MORE TECHNICAL INFORMATION IN CASE YOUR DEVELOPERS ASK.
In case you receive any additional questions from your developers, we have prepared a list of ciphers that we will be disabling, together with a list of ciphers that will be supported by LiveChat. Feel free to share them with your dev team!

Ciphers that we will no longer support:

• TLS-AES-128-CCM-8-SHA256
• TLS-AES-128-CCM-SHA256
• ECDHE-ECDSA-AES256-SHA384
• ECDHE-ECDSA-AES128-SHA256
• ECDHE-RSA-AES256-SHA384
• ECDHE-RSA-AES128-SHA256
• ECDHE-RSA-AES256-SHA
• ECDHE-RSA-AES128-SHA
• Second element

Ciphers that will be supported:

• TLS-AES-256-GCM-SHA384
• TLS-CHACHA20-POLY1305-SHA256
• TLS-AES-128-GCM-SHA256
• ECDHE-ECDSA-AES256-GCM-SHA384
• ECDHE-ECDSA-AES128-GCM-SHA256
• ECDHE-RSA-AES256-GCM-SHA384
• ECDHE-RSA-AES128-GCM-SHA256
• ECDHE-RSA-CHACHA20-POLY1305

MY LIVECHAT STOPPED WORKING AFTER THE CHANGE. HELP!
If you feel that there is something wrong with your LiveChat account after the change is live, don’t hesitate to reach our support. We are available 24/7/365, and we are in constant contact with our team of administrators.

Our mobile app keeps getting better!

Do you already have LiveChat Lite on your phone? I hope so!

We’ve improved push notifications, launch times, and connectivity, but we’re not done yet.

LiveChat Lite now gives you access to the Agents section with editable Agent profiles. Admins can log out agents and invite new agents to the license with just a few taps inside the app.

Managing your support team on the go has never been easier!

New, powerful features include:

• Customer details
• Incoming message sneak peek & ready-to-go responses
• Multi-channel support
• File sharing
• In-app and push notifications
• Agent list with editable profiles

Install LiveChat Lite on your mobile, and improve your customer service in minutes!

LiveChat for BigCommerce just got better!

You already know that LiveChat helps you engage your customers and send beautiful product recommendations in chat. Now we are here to help you make the purchase process smooth as silk for your customers.

The newest version of our BigCommerce integration – Customer Insight, allows you to see your customer’s cart the moment they come to chat. With just one click you can see the cart content, and based on that suggest complementary products!

If the customer’s cart is empty, send them suggestions in the form of Product Cards. Each contains an image and a clickable link taking the customer to the product page. You can select up to 10 at a time, and they will be displayed to the customer in the chat as a carousel!

LiveChat app for BigCommerce is available to install from the BigCommerce Marketplace.
Learn how to connect LiveChat to your BigCommerce store in our help center.

Introducing multiple greetings per session and more!

Multiple greetings were requested by our clients, and we are very excited to announce that they are here!

Now you can enable multiple greetings per session, and show different greetings to visitors on your website as they meet the conditions for these greetings. For example, if you have an offer on a specific product, but you are also running a promotion for returning visitors, with multiple greetings, one greeting will be triggered when the returning visitor hits your website, and another when they visit the promo product page.

While we are on the topic of making our greetings even better, you can now add the input message field to any type of greeting. The input message allows the visitors to type in a message and immediately start a chat. Our data shows that this alone increases the number of chats by 10%!

We’ve also tweaked our Google Analytics integration, to help you track not only how many greetings are displayed, but also the clicks on rich greeting buttons. Each event contains the button ID and content, so that you can track the performance of particular buttons.

Intrigued? Read more about how greetings can boost your business.

Introducing LiveChat Accounts

We’re introducing LiveChat accounts – a seamless way to log in to all our tools with just one click.

Welcome to our new LiveChat login page which will soon enable you to access LiveChat, ChatBot, HelpDesk, and Knowledge Base with just one account.

Read about LiveChat Accounts here. And stay tuned, there’s more coming soon!

Spot prospective customers in seconds with custom segments!

Time is money. Now, finding website visitors who need assistance got even faster.

Keep an eye on chosen groups of customers in real-time. Interact, engage, support, and sell, just at the right moment.

Save filter combinations as segments and view chosen groups of customers in one click.

Save segments for returning customers browsing through particular pages to offer discounts, complimentary products, or personalized offers.

Create segments with visitors coming from predefined pages to prioritize them in a queue.

Options are endless!

Identify certain groups of website visitors faster and reach out to them with the right approach. Improve your chances to sell, customer experience, and resolution time.

Sound good? Jump to Customers section and create new segments now.

Want to learn more? Here is everything you need to know.

Improved chat supervision is here

You want all your chats with customers to go as smoothly as possible. Our new chat supervision features get you closer to your customer support reps while they’re having conversations with your customers. Expect an improved workflow and higher customer satisfaction rates!

Private mode allows your customer service rep to respond back to the chat supervisor. With this two-way communication, you will come to a resolution faster, improving your customer’s chat experience and cutting down on the average case handling time.

Chat takeover lets you take over the conversation either from a bot or your customer service rep (the latter requiring the user role ‘admin’). Intervene with one click to quickly get the situation under control and support your customers without a need for moving their case from a chat to a ticket.