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LiveChat updates

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29 September 2021

Use QR code to redirect customers to your chat

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

Get your chat QR code 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.
14 September 2021

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.

Share files from clipboard 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.
11 August 2021

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 view in the LiveChat Agent app

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.
20 July 2021

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. Improved Chat Widget performance 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.
18 June 2021

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 view of the LiveChat mobile app for tablets with a caption 'LiveChat app for tablets' 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.
16 June 2021

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.
27 May 2021

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.
Update: Chat assignment settings. 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.
29 March 2021

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.

Image of chat widget with emoji picker opened. The caprion reads: Emoji picker in Chat Widget 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!
15 March 2021

New improvements in LiveChat Lite

We keep working on making our mobile app, LiveChat Lite, the best there is. Recently, we’ve introduced changes we’re very excited about. Whether you use LiveChat Lite as your primary tool or only when you leave your computer, you’ll be happy to know that you can now customize notification sounds and switch between tabs in the Chats view.

Customize notification sounds Go to Notifications and Sounds in your Agent profile and set up notification sounds that will boost your workflow. Our famous “Incoming chat” sound is now available in the well-loved classic version as well as two new versions. Be sure to check them out! There are other sounds to choose from as well.

In the Chats view, you’ll see the tabs for My chats, Queued, Unassigned, and Supervised. So, all the chats you may be interested in are right at your fingertips without switching to other views of the app.

Naturally, this update comes with additional security, performance, and stability improvements.

Download LiveChat Lite for iOS and Android.
Learn more about the LiveChat Agent app for mobile here.
25 February 2021

Edit surveys with rich text formatting

We’ve added a simple text editor to our surveys and forms so that you can make your forms more intuitive for your customers. For example, you can now easily link to your full Privacy Policy in the GDPR consent in the pre-chat survey.

Edit surveys with rich text formatting

From now on, when you go to edit your pre-chat survey, post-chat survey, queue or offline form, as soon as you start typing the message the editor appears, showing the available options. Depending on the type of field, you’ll be able to use:

  • Bold font
  • Italics
  • Numbered lists
  • Bullet points
  • Hyperlinks

Try it out in Settings>Chat surveys and forms in your LiveChat agent app.
Learn more about the new editor here.
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