We come bearing great news for those who value real-time, personalized support! Our latest live chat release is packed with powerful improvements to make customer interactions even better.
You spoke, we listened—and now we’re thrilled to bring you these new chat features. Whether you’re after quicker response times, smoother workflows, or more personalized experiences, we’ve got you covered.
Find more in this article and discover how these features will enhance your experience.
Chat: Better real-time support with personalized interactions
Address customer concerns directly with our live chat software leading to a fast and personalized support.
These are the new updates we’ve included to optimize your support operations.
Customization and configuration of fields in chat conversations
Agents can now easily capture, store, and configure additional information using custom fields.
Always ensure that your conversational details are clutter-free and contextually relevant with the field display setting. This means you can display or hide fields according to your needs.
Filter information with ease using the field dependency feature by creating a parent-child like relationship between fields.
Agents can now enjoy consistency in data and ensure the critical information is collected at the right stage with the new field configurations.
These configurations enable specific fields to be updated when a conversation is modified or when the status is changed and ensures all necessary fields are filled before marking a conversation as closed or resolved.
Collect data seamlessly with customer satisfaction (CSAT) survey
The CSAT survey process has been enhanced to make feedback collection more efficient. After clicking CSAT rating, users will be automatically redirected to a survey page to offer additional feedback via the widget.
Alternatively, users receive the CSAT survey through emails at the end of their conversation with an agent.
Bringing CSAT surveys directly to customers’ preferred channels
With omnichannel support, users can receive the CSAT survey link through the same communication channel they used, for example Instagram, Facebook, or WhatsApp.
Empower admins with advanced surveys configurations
For administrators, there are several new configurations available to improve the survey process. Admins can customize the survey questions to gather specific information, and adjust the rating scales to better fit their data collection needs.
Furthermore, they have control over the email survey settings, enabling or disabling the sending of survey emails as required to optimize the feedback collection process.
Experience a simple conversation page with our all-in-one view
Functions such as filters, messages, and conversation details have been updated in one place with the all-in-one conversation view feature. This offers a clearer and more efficient interface for managing conversations.
Build familiarity with profile image updates
Personalize your interactions for a better chat experience by uploading and updating profile images anytime. Users can now upload pictures using the profile image support feature for a more human-like conversation.
Additionally, agents can tailor their support with the profile image update by viewing a user’s profile, their recent chat and ticket history within the chat module.
Break language barrier with multilingual support
Communicate fluently and effectively by setting the chat to your preferred language using the localization support for widget feature.
This solves the problem of language barrier for timely and accurate responses. If the feature is not activated, English will be set as the default language.
Enable users to translate messages to their preferred language in a single click using the copy and translate feature enhancing communication.
Users can also copy messages to their clipboard, making it more convenient to share and reference content.
Never miss an important message with push notifications for @mentions
Boost user engagement with timely alerts with the push notifications support for @mentions in chat feature. Agents now receive push notifications when they are @mentioned in a chat, allowing them to respond promptly to important messages.
Reduce clutter with custom In-App notifications
Users can configure the notifications for different important events within their profile. Choose when to customize in app notifications in real-time with the option to turn email alerts on or off.
Furthermore, for multi-brand portals, agents can adjust notifications based on their preferred brands.
You can also choose the notifications to appear as ‘Focused’ and ‘Others’ according to your needs.
Keep conversations flowing with offline email notifications for agents
When an agent is unavailable, they will receive email alerts about assigned conversations, starting with the latest messages for a quick follow up and enhanced support.
Enhance ticket handling with custom offline form integration
Show your customers that you care about helping them, even when agents are not available. When an agent is offline, users can fill out detailed forms in the chat widget using the custom offline support feature.
This allows agents to collect important information such as contact details and issue descriptions when needed.
Admins can customize these forms to better capture relevant data, improving the support process for agents when they handle tickets.
Address concerns promptly with the new feedback option for knowledge base (KB) that allows users rate and share their thoughts on KB articles, to improve the accuracy and relevance of content.
Enhanced security with IP blocking for live chat widget
To be protected from potential threats, we have included an IP-blocking functionality for better control over access to your widget.
IP blocking allows you to block and unblock certain IP addresses or an entire network, ensuring that only authorized people can interact using chat.
Efficient email management with inbound support and delivery receipts
Stay connected and foster clearer communication both internally and with users. Whether online or offline, update users on message delivery. Your agents also never have to lose or start new conversations.
Better internal communication with inbound email support
To improve internal tracking and communication, email replies will now be posted directly as messages in an ongoing conversation, rather than creating a new ticket.
Stay informed with offline email delivery receipts
You will see the status message “Delivered to Email” when you send an email to an offline user. This confirms that your message has been successfully sent, thanks to the offline email delivery receipt feature.
Streamline workflows with chat management settings in agent portal
Optimize functionalities such as customization, conversation assignment, and personalization of chatbots with the updated chat agent portal settings.
Simplifying conversation distribution with automatic assignment
To streamline workflows and ensure consistent task management, whenever an agent replies to any unassigned conversation, they will be automatically assigned to see that conversation through to the end, with the conversation assignment settings.
Enhancing chatbot interactions with custom names and avatars
On the other hand, personalize your chatbots by enabling agents to provide a specific name and avatar, which will appear in every message it sends through the chat bot settings.
These chat features help agents work more efficiently while creating a more personalized and organized chat experience.
Check the live status of user availability
You can identify the real-time availability of users directly in chat conversations, allowing for fast response times and better management of chat conversations.
General chat updates
We have also included various updates to improve user experience and streamline communication.
Edit messages with ease
Agents can now correct mistakes or update their messages anytime, anywhere using the edit messages feature, streamlining their customer communication.
Enhance responses to customers with AI-powered editor
Utilize the innovative abilities of AI-powered Editor for better and enhanced responses. This allows you to rephrase, elaborate, shorten, correct grammatical errors, and translate messages, making communication more intelligent and effective.
Delete attachments with just one click
Furthermore, users can remove mistakenly uploaded files through the new delete attachment feature, reducing errors and improving workflow.
Mobile app: Provide clearer and smarter updates effortlessly
Handling customer requests on your mobile phone should be effortless. To make your mobile app experience smoother and simpler, we have introduced an all-in one view that features all the conversations, links, and history in one unified layout.
There is no need to worry about the quality of your messages. Utilize AI-powered editor to rephrase, set the tone, shorten, and translate all your messages for a smarter, quicker, and more effective response.
You can also revise messages with ease using the Edit feature. It allows you to remove errors in your messages for clearer conversations.
Omnichannel: SMS updates now available
Enhance support by allowing customers to send, respond to, and receive SMS updates directly within BoldDesk Chat using the SMS integration with Twilio.
This integration simplifies communication for agents handling high message volumes, making it ideal for businesses that prioritize SMS-based services.
Users can now receive updates via SMS without needing an internet connection or relying on email, offering a more direct and real-time communication experience.
Reports: Optimized dashboards and data collection process
Facilitate the gathering of real-time insights that will enhance overall support performance using the introduced CSAT report, agent performance and contact performance dashboard.
Users can now access data for specific chats as required with the new Chat feature that has been added to existing ticket module reports.
Revolutionize your real-time support with live chat
Out with the old, in with the new Live chat release updates that assure you of consistent quality support and streamlined workflows for your agents.
At BoldDesk, we value the experience we offer to our clients. That’s why we are more than motivated to support you every step of the way.
Look no further than us today by contacting our support team for any questions or concerns.
Don’t just take our word for it, schedule a live demo or start your 15 days of free trial to experience this firsthand. We’d like to hear suggestions from you as well to help us serve you better as we move forward.
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