LiveChat updates

LiveChat Tags and Canned Responses Team Up!

Experience a new level of efficiency as automated tagging does the heavy lifting for you. This update fuses canned responses and tags, allowing you to pre-set canned responses to automatically assign tags to chats. Less typing, better results!

We understand how important clarity is in the face of all the new possibilities the automation brings. That’s why the Live Assistant will join your team to guide you through all the new events happening on your screen. You’ll know exactly what and how it happened!

What you get with the update:

• Work Efficiency: Spend less time on repetitive tasks and focus on delivering exceptional customer support.
• Streamlined Processes: Maintain consistency and accuracy, reducing the number of errors and improving workflow.
• Convenience: Enjoy a simplified chat handling experience, limiting the need for manual intervention.
• Clarity: Reduce your mental load while a personal AI assistant guides you through the future of chatting.

Experience the new efficiency in your chat handling process!

Learn more from the LiveChat Help Center.

Say hello to News section

Welcome to News! From now on, we’ll notify you of small and big changes in LiveChat right where they affect your work – inside the app.

This way, you’ll never miss any updates and releases relevant to your role and price plan. And when you want to read more, you’ll have it all right there. There’s no need to sift through your inbox.

News replaces Help in the navigation. To access Help or report an issue, go to the Profile menu.

Let’s stay connected, informed, and engaged!

Get straight to the point with Chat Summary

Chat Summary sums up the chat in a couple of bullet points. Chat Summary provides a quick and easy way to get the gist of your conversation without reading through the entire transcript. You can quickly review key points of the chat, making it easier to see what’s been discussed and take the next steps.

Try it out in the LiveChat Agent App.
Need more details? Check our Help Center.

Stay ahead of the game with Performance overview

Performance overview gives you a bird’s-eye view of chat and agent activity, plus tips on how to improve your customer service. Check it every Monday to get insights into what’s happening on your license. It’s a great way to see how your team is doing, how happy your customers are, and how busy your chat is.

Performance overview metrics include:

• Total chats
• Satisfaction
• Efficiency
• Response time

It will help you see what’s working well and where you might need to make some changes. For example, you might find that some agents need a little extra training, or that your customers are waiting too long for a response.

Overall, checking your Performance overview each week is a smart move if you want to keep your customer service running smoothly. So take a peek every Monday and stay on top of things!

See Performance overview in your LiveChat Agent App.
Learn more about Performance overview in our Help Center.

LiveChat introduces AI text suggestions

The newest addon to your chatting application is here, and it’s all about the newest trend – automation.

AI text suggestions enhance agents’ writing by matching the tones of the messages to the customers’ situations. Thanks to these smart edits, you can rest assured that all messages are in line with your company’s voice!

The automation comes with useful editing tools, allowing you to rephrase, summarize, or expand your messages. It will correct your grammar and spelling mistakes and even generate texts based on your input on the spot!

AI text suggestions can:

• Change message tones (professional, friendly, casual).
• Match texts with your company voice.
• Expand, summarize, and rephrase messages.
• Automatically correct grammar and spelling mistakes.
• Generate texts based on your input.

Need convincing? The post you’re reading right now was written with AI assistance as well!

Learn how you can benefit from it in LiveChat Help Center.

Work faster with suggested and private canned responses

Canned responses are a great way to speed up your work without compromising accuracy. Now you can shift speed and personalization into a higher gear with suggested and private canned responses. With suggested responses, LiveChat can suggest the appropriate response based on what is happening in the chat. You can set them for

• when the chat is started
• when the chat is transferred
• when the chat goes idle
• when the chat is rated good
• when the chat is rated bad

and save your team the effort of looking for the appropriate response.

Add personal character to your chats with private canned responses. Your team’s list of canned responses will remain intact, while your private responses will appear at the top of the list you see in chat.

Try it out in the LiveChat Agent App.
Learn how to set it up from our Help Center.

The improved Agents section is now Team

The Agents section in the LiveChat Agent App, the one with the list of all the people and chatbots in your LiveChat, has received a major UX upgrade and a new name. Behold Team!
The most spectacular change is the new Work Scheduler. You can now:

• set the working hours for whole groups of agents in one go
• and set multiple breaks.

In the new Team section, you can also:

• Add whole groups of new agents by copying and pasting agent emails.
• Manage multiple agents’ availability with just a few clicks.
• Access the most vital Agent actions from the main view.

Check out the new Team section in the LiveChat Agent App.
Read more about the new Work Scheduler.
See how you can now manage Agents and Groups.

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.

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.

Handle HelpDesk tickets in the LiveChat mobile app

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

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.