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We’re excited to unveil a set of powerful new features designed to improve the way businesses interact with their customers through our live chat.
The latest release takes customer support a notch higher with the addition of in-demand and improved features.
In this blog, we’ll examine the latest live chat updates, which optimize businesses’ engagement with their customers.
AI agent for live chat: A leap forward in customer support
One of the most exciting features in this live chat release edition is the introduction of the AI Agent. This addition allows businesses to provide instant, accurate responses to customer queries, reducing support traffic and resolving common questions efficiently.
The AI Agent pulls its responses from a variety of sources including the knowledge base, custom replies, web pages, and uploaded PDFs, ensuring that the information provided is accurate and up-to-date.
It’s also easy to setup ensuring that your customers are empowered with quick and reliable answers, improving both customer experience and team productivity.
But that’s not all! The AI Agent also includes the ability for customers to rate the helpfulness of responses or request human support if needed.
Live chat widget enhancements
The essence of a live chat widget lies in its simplicity. The latest updates bring several enhancements that improve the overall live chat support experience for customers. Here’s a breakdown of some key features:
Right-to-Left (RTL) support for Arabic & Hebrew
As businesses go global, accommodating different languages and scripts becomes critical. The RTL support for Arabic and Hebrew ensures that these languages can have a properly aligned text format.
This enhances readability, thus providing a smooth live chat experience for RTL-language users.
New customization features for a personalized chat experience
Admins can now enable a range of features within the live chat widget to cater to user preferences:
- Notification sound: Users can enable or disable the notification sound based on their preferences.
- Email transcript: Allows customers to receive a transcript of their chat via email for future reference.
- End chat option: Enable users to end their conversation at their convenience.
- Widget maximize option: Users can expand or reduce the width of the widget for better readability and interaction.
These features are available in the top-right corner of the chat widget giving users more control.
Widget client API: More control, more flexibility
The widget client API has been enhanced to offer more control and flexibility to developers and businesses. Here are some notable improvements:
- Session management: Admins now have the ability to reset chat sessions using clearSession prompt. This leads to a smooth chat experience.
- Widget control: With the new setAsOpen and setAsVisible commands, users can open, close, show, or hide the chat widget at will, optimizing visibility and accessibility.
- Custom options & events: Developers can add custom options using addOption and manage interactions with moreOptionClick, enabling tailored user experiences.
- Field customization: Users can add custom fields during conversation creation, offering more data collection opportunities.
- Launcher visibility: Allows users to have a precise control over the visibility of the chat launcher.
Agent portal enhancements for greater efficiency
The updates to the agent portal are designed to enhance the efficiency of support teams, making communication smoother and faster. Here are the key additions:
Edit requester in existing conversations
Change a requester even when a conversation is in progress without worrying about loss of data.
This is particularly important when a requester starts conversing with a different email address and wants to update it to their preferred address.
This new feature ensures up-to-date communication and enhances accurate record-keeping.
Boosting support with expanded chat participation
Users can include additional participants in live chat conversations, keeping everyone in the loop. Additionally, all messages in the conversation will be communicated through email, ensuring the additional participants have records.
Multi-brand support UI enhancements
Improvements have been made to the multibrand support UI by ensuring agents can now switch easily among brands, making workflows more efficient.
@Mention in live chat support
Adding an @Mention filter allows agents to track and respond to chats in which they have been mentioned, improving response time and collaboration.
Organized conversations with custom chat view
Agents can create custom chat views (saved filters), which can be private (for personal use), shared with specific groups, or organization-wide. This helps agents organize and prioritize conversations.
Advanced sorting options
The new sorting capabilities enable agents to organize conversations by source, status, priority, and more. This makes managing chats a breeze and ensures better workflow.
Insights tab: Track and analyze key chat metrics
Agents can track performance and optimize their workflow via the insights tab. It provides them with valuable metrics about chat conversations, including reply times, resolution times, and times tasks remain unassigned.
Insights from these metrics help in making data-driven decisions that make the agents more productive.
Contact notes tab: Provide context in live chat conversations
Agents can now quickly add and access notes for a requester through the contact notes tab. The notes will be available in all future conversations with that requester, which is important for providing agents with context.
This improves customer support because it ensures conversation continuity and enhances accuracy of information.
Customize alerts using push notification settings
Agents can manage notifications for notes messages and new replies for chats assigned to them using additional push notification settings.
It allows them to customize the notification settings to their preferences for a smooth user experience.
Omnichannel updates: Expanding communication options
The omnichannel inbox features have received a significant boost, allowing businesses to engage with customers across a variety of platforms.
Enhancing support through Telegram
BoldDesk®’s live chat software now supports Telegram, adding another popular platform to its list of customer service channels. This expands the ways businesses can connect with their customers.
Effective offline message support for businesses
When customers reach out past business hours or when agents are otherwise unavailable, they will receive an automated offline message, letting them know when they can expect a reply.
This feature is available across all channels and can be configured during channel integration, ensuring clear and transparent communication.
In addition, away messages based on business hours are now supported across all communication channels for consistency and better customer experience.
WhatsApp template placeholder support
Businesses can now use placeholders in WhatsApp templates, allowing for personalized and dynamic messaging, enhancing customer interactions.
Proactive support for Facebook ad comments
Comments on Facebook ads are now automatically captured as chats, ensuring that businesses can quickly engage with customers who have expressed interest in their ads.
Improved error messages for omnichannel configuration issues
Agents will now receive clear error messages if there are issues with omnichannel configuration, giving them better transparency and workflow management.
This allows agents to know where the problem is and what they can do to regain their services, reducing confusion that may have been caused by the process.
Stay ahead with the latest features in live chat support
Packed with powerful features like Telegram support, an AI agent, and other improvements, these updates are designed to boost customer engagement and agent productivity.
Ready to try out these features? Book a live demo or start a 15-day free trial.
Use BoldDesk® for affordable and intuitive live chat support software. Talk to our support team to learn more.
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