LiveChat updates
We like to stay fresh!
Facebook integration stores posts and messages as tickets in LiveChat
Handle your entire support communication in one place using the Tickets from Facebook integration. It allows you to receive your Facebook wall posts and direct messages as tickets in LiveChat. All your replies to those tickets will be automatically posted to Facebook.
Check out the Facebook integration tutorial for more information and installations instructions.
Tagging chats and tickets
Keep your chats and tickets organized with the new tags function. By tagging chats with tags like “sales” or “support”, you will be able to easily find it later on in the archives.
What’s more, you can use tags to filter your reports to get more information about particular groups of cases.
Set up and start using tags today. Our tags guide will get you started in no time!
Updated sound notifications
New sound notifications have been added for various chat events.
For example, you will be able to distinguish a new chat notification from a notification about a new visitor in the queue.
Pending tickets follow-ups
To help you handle pending tickets, we’ve added two automatic follow-ups. They are sent to ticket requesters who didn’t respond to your last reply.
LiveChat will send a follow-up after 3 days since the last agent’s reply to the ticket.
If you don’t hear from the requester for 7 days after your agent’s reply, the ticket will be automatically marked as solved. The requester will receive a notification about that and can re-open the ticket by replying.
Agents list mobile icon
The Agents list mobile icon will let you know which agents are logged in to LiveChat only via a mobile device. You can use this information to spot agents who forgot to log out of their mobile apps at the end of their shift.
Credit card masking
Enterprise users can now use credit card masking to hide credit card numbers in chats and archives. Instead of showing the full CC number, agents will see only the last four digits of the card. This will allow you to adhere to various security standards, such as PCI DSS.
You can turn on the credit card masking in the Security section.
Work scheduler for all days of the week
Set different working hours for each day of the week for agents who change their shifts often. The updated work scheduler will allow you to either set the working hours for weekdays and weekends or for each day separately.
To learn more about the work scheduler and agent working hours, read our work scheduler tutorial.
Exportable goals report
If you need detailed information about your goals to calculate your agents commission or to determine the next steps for your company, the new exportable goals report will have you covered.
Enterprise plan users can get it on demand or schedule an automatic export via the Export section.
Add LiveChat to your page via 1&1 integration
Gain new leads and stay in touch with your customers by using the LiveChat and 1&1 integration. It is really easy to set up – you will be able to chat with your customers within minutes.
Introducing LiveChat Dashboard
Get the latest scoop on the state of your customer service using the LiveChat Dashboard. The dashboard provides key chat and ticket-related metrics. Get it on your wall, mobile or desktop and start tracking!
