Product Updates – Live Chat – February 2025

The following updates have been made to our live chat tool:

AI agent for live chat: Improve customer support efficiency

The AI Agent in live chat empowers your customers with instant, accurate responses, significantly reducing support traffic by resolving common queries efficiently.

With just a single click in the Live Chat Widget Settings, admins can activate the AI Agent to enhance customer interactions.

The AI agent pulls responses from your knowledge base, custom replies, configured web pages, and uploaded PDFs, ensuring full control over the information provided.

To learn more, read this article.

Additionally, the AI Agent allows customers to provide feedback on responses by marking them as helpful or requesting human support when needed.

Live chat widget enhancements

The following enhancements have been made to the live chat widget.

RTL support for Arabic & Hebrew languages

We’ve introduced Right-to-Left (RTL) support for Arabic and Hebrew in the live chat widget. This ensures proper text alignment, enhanced readability, and smoother experience for RTL-language users.

New features for better live chat experience

Admins can now enable the following features in the live chat widget to improve customer interactions:

• Notification sounds – Toggle notification sounds on or off for a better user experience.
• Email transcripts – Allow customers to receive a transcript of their chat via email.
• End chat – Give users the option to close or end a conversation at their convenience.
• Widget maximize option – Users can now expand or reduce the width of the chat widget based on their preference for improved readability and interaction.

Once enabled, these options will be available to end users in the top-right corner of the chat widget.

Widget client API enhancements

Our latest update introduces the following additions to the Widget Client API, providing greater control over chat sessions, visibility, and interactions.

• • Session management: Easily reset chat sessions with clearSession.
  • Widget control: Open, close, show, or hide the chat widget using setAsOpen and setAsVisible.
  • Custom options & events: Add menu options with addOption, and handle “More Options” clicks via moreOptionClick.
  • Field customization: Use fields to set and send custom data during conversation creation.
  • Launcher visibility: Utilize the new property to manage the launcher visibility.

Agent portal enhancements

The following adjustments have been made to the agent portal.

Edit requester in ongoing conversations

Support has been added to change the requester of a conversation while the chat is in progress.

This can be useful in instances where a requester starts a conversation with a different email address and needs to update it during the session, ensuring seamless communication and accurate record-keeping.

Support for additional participants in chat conversations

Support for participants has been added in chat conversations, allowing additional users to be included in the discussion.

All messages exchanged in the conversation will also be communicated via email to the added participants, ensuring they stay informed and engaged.

Multi-brand support: Improved UI for better navigation

Enhancements have been made to the multi-brand Support UI, providing a more seamless and intuitive experience.

Agents can now easily switch between all brands or selected brands, improving navigation and workflow efficiency.

@Mention view support in live chat

A new @mention filter view has been added to system chat views, allowing agents to quickly track and access chats where they have been mentioned. This improves response efficiency and enhances collaboration.

Custom chat views with sharing options

Agents can now create custom chat views (saved filters) based on their needs. These views can be:

• Private (for personal use)
• Shared with specific groups
• Shared organization-wide

This flexibility enables agents to organize their conversations more effectively.

Advanced sorting options

The new sorting options allow conversations to be sorted based on source, status, priority, and more, making it easier to manage chats efficiently.

Insights tab: Track key metrics for chat conversations

A new Insights tab provides key conversation metrics, including Reply, Status, and Assignment metrics, to help track support performance.

It captures essential data such as total unassigned time, resolution time, open time, and assignment details, enabling better workflow optimization and data-driven decision-making.

Contact notes tab: Maintain context across conversations

A Contact Notes tab has been added to chat conversations, allowing agents to quickly add and access notes for a requester.

These notes will be available in all future conversations with the same requester, ensuring better context and continuity in customer interactions.

Push notification setting: Manage alerts for My Conversations

Settings have been added to manage new reply notifications and notes message alerts for chats assigned to agents.

These controls are available in the Notifications section under Agent Personal Settings, allowing agents to customize their notification preferences.

Omnichannel updates

The following features have been added to strengthen your omnichannel support strategy.

Telegram support: Expand customer communication channels

Live chat now supports Telegram, expanding communication channels for seamless customer interactions.

Offline message support outside business hours

Customers who reach out outside business hours or when support agents are unavailable will now receive an automated offline message, ensuring continuous communication and support.

This feature is available across all omnichannel platforms and can be configured during channel integration in Admin Settings.

Additionally, away messages based on business hours are now supported across all channels for a more consistent customer experience.

WhatsApp template placeholder support

Placeholders can now be used in WhatsApp templates, allowing for dynamic and personalized message content.

Chat support for Facebook Ad comments

Now, when a user comments on a Facebook Ad, it will be automatically captured as a chat, enabling seamless engagement and quicker responses.

This works similarly to the existing feature that captures comments on Facebook posts, ensuring a unified approach to managing customer interactions.

Improved info messages for omnichannel configuration issues

If the omnichannel integration is disabled, removed, or the session is closed, agents will now see a clear message explaining why they are unable to reply.
This feature ensures agents are promptly informed about configuration issues, reducing confusion and improving workflow clarity.