See our other products: ChatBot - AI bot platform | HelpDesk - support ticket system | KnowledgeBase - help center for website

LiveChat updates

We like to stay fresh!
9 June 2022

Find Your Way Through Reports and Archives With New Updates

What’s more important than useful analytics? Nothing! That’s why we’ve upgraded the filtering options in Reports and Archives, so you can better enjoy exploring all that data you’ve accumulated.

The update adds a brand new country filter, along with “exclude”, “and” & “or” logic. This allows you to group different chats, look at your reports from a different angle, and draw original conclusions by comparing data in a new way.

Furthermore, we’ve added quality life improvements, like custom time periods for heatmaps, intuitive days navigation in the Agents activity chart, and seamless transition between reports and archives data.

Check out the full description of the improved Reports.
WojciechWojciech
5 May 2022

Tailor your website’s chat widget with the new live editor

Online shopping is good and all, but there really is no better way to get the perfect fit than by trying new things directly. We totally get it, and our live editor is proof of that.

Thanks to the configurator, you can accurately match the look and position of your chat window with your site, creating a seamless “built-in” look. That’s a quality of life improvement if we ever saw one!

What you get with the live editor:
  • Full-size chat preview directly on your website
  • Adjustable on-site appearance, including theme, colors, position, and offsets
  • Color picker — easily import your website’s background color into the chat widget
  • Configuration preview without the need to save the settings
  • Dark mode switch, along with a preview of the new look
Explore the live editor settings. Learn more in our Help Center.
WojciechWojciech
13 April 2022

Handle HelpDesk tickets in the LiveChat mobile app

Now all the benefits of HelpDesk are available on the go!

Update HelpDesk tickets in the LiveChat mobile app With this new update, you can access your HelpDesk tickets in the LiveChat mobile app. HelpDesk powers up the asynchronous portion of your customer service, and LiveChat mobile enables you to handle it whenever and wherever you want.

With LiveChat mobile, you can
  • Create tickets from chat,
  • Reply to customer’s tickets,
  • Assign tickets to agents or groups,
  • Add people in the loop,
  • Follow relevant tickets,
  • Mention team members,
  • Add priority tags, notes, and images.
Manage your HelpDesk tickets wherever you are, whenever you have a moment with the LiveChat mobile app.

Download LiveChat mobile from App Store, Google Play, or AppGallery.
Read more about how the LiveChat mobile app can improve your everyday workflow.
OlaOla
31 March 2022

Chat Widget supports drag and drop

Now your customers can drag and drop files into chat.

Drag and drop files in the chat widget We’re on a mission to make communication easy, accessible, and intuitive. Drag and drop shortens the attachment process, making the chatting experience all the more pleasant for your customers.

Let your customers attach files in chat.
Read more about file-sharing in our Help Center.
OlaOla
17 February 2022

Handle tickets in the LiveChat mobile app

You can now handle LiveChat tickets in the LiveChat mobile app for agents.

Ticketing system in the mobile app Whether the tickets are your primary means of communication with customers or you only use them for more complex cases, you now can:
  • Create tickets from chat
  • Reply to customer’s tickets
  • Assign tickets to agents or groups
  • Add people in the loop
Manage your tickets wherever you are, whenever you have a moment with the LiveChat mobile app.

Stay tuned if you’re using the integration with HelpDesk, as we are putting the finishing touches on this feature in the LiveChat mobile app.

Download LiveChat mobile from App Store, Google Play or AppGallery.
Read more about how the LiveChat mobile app can improve your everyday workflow.
OlaOla
2 February 2022

Messaging Mode takes over the steering wheel

Availability can be a real struggle nowadays. We are often expected to give our full attention to so many things at the same time. And we still need to sleep now and then.

No worries, LiveChat’s got you covered! Messaging Mode is all you need to maintain engaging support during offline hours.

Messaging Mode is a feature that allows asynchronous communication with your visitors. Basically, they can send you a message even if you’re not available, and you can send a reply while they’re away from their desks. The chat history is loaded for both recipients whenever they go back to the conversation. Just like social messaging!

What you get with Messaging Mode:
  • Full time chat availability. Enable customers to start a chat and reply to messages whenever they want.
  • Connections that last. Manage your chats with customers by replying to conversations anytime.
  • Better insight on your chat traffic with heatmap report, which can now track data from chats started during offline hours.
  • Offline and online conversations combined into single chat history.
  • Natural customer experience. Business chats that perform just like social messaging.
  • More leads captured when you’re offline.

Interested in the modern approach to communication? Learn how to enable Messaging Mode.
WojciechWojciech
22 December 2021

Embrace the night with improved dark mode

We’re proudly introducing an even darker mode in LiveChat. The new version covers all of the chat widget elements, including text areas, targeted messages, forms, rich messages, and buttons.
Improved dark mode in the chat widget Dark mode is a chat window modification that inverts colors, displaying light texts on dark backgrounds. The result is easier on the eyes, especially during nighttime, improving user experience and accessibility of your chat widget.

This update is only a first small step in a big plan to enhance our chat widgets. Expect more news from us soon!

See how to enable dark mode.
OlaOla
20 December 2021

Queued chats now display visitors’ questions

With our newest update, agents no longer have to guess queued visitors’ queries before choosing to chat with them.

Visitors can type their first message while waiting in the queue, and agents can immediately see it in the LiveChat app. Prioritizing pending chats got much easier, and the user experience that much better.

What you get with the queue update:
  • Much better experience for visitors as they no longer need to wait in a queue to state their query.
  • Interactive queues appear more attractive to visitors, increasing the number of chats you get.
  • Shorter chatting time. Agents will be able to prepare for visitors’ cases before picking them up from a queue.
  • Agents can quickly spot urgent issues, giving them more control over the queue.
  • Better engagement reduces the chance of customers leaving your queue. Visitors who stated their query will more likely stay on the line to get it resolved.

Find out more about the queue in our Help Center.
WojciechWojciech
9 November 2021

Ask for email: set up an inactivity message

We are always happy to deliver features requested by our customers, and Ask for email is exactly such a feature. Now you can set up a message that will be automatically sent to the customer when an agent does not respond within a set amount of time, or when your agents are offline. Ask for email Ask for email allows you to set up an automatic message to inform the customers that your agents are busy at the moment and ask for contact information. You can also set up the time after which such a message is to be sent.

In Messaging Mode, this feature allows you to obtain or confirm the customer’s contact information when your agents are offline.

Check out the Ask for email tutorial in our Help Center.
OlaOla
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.
WojciechWojciech
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