2021-11-03 Release
Platform version: 8.26.0, 1.10.3
While chatbots and automation are our absolute focus, we understand the importance of fallbacks. Sometimes, humans just gotta get involved, y’a know?
For this release, we’re bringing out a new and improved live chat area of the platform. Easier, nicer, more engaging; just a breeze to use really.
Let’s dive in.
Live chat gets a facelift
Good news for all our live chat agents and managers out there: we got a meaty update for you.
The live chat area has been revamped to make it more user friendly and engaging. While the features themselves haven’t changed much, it’s a whole lot nicer and should make your agents more efficient.
The overview page has changed, with pending live chats now displayed on the left:
![](../__attachments/2153251206/livechat_ticket.png?inst-v=30187e43-c4af-4716-8a8c-e3d34758cf6e)
As new messages come through from your users, conversations highlight to show you the latest activity.
![](../__attachments/2153251206/livechat_activity.png?inst-v=30187e43-c4af-4716-8a8c-e3d34758cf6e)
You can now filter live chats by tags, as well. Ideal to let individuals with specific skills pick up tickets they are uniquely qualified to answer.
We’ve also introduced a typing indicator that will show when the live chat user is typing.
Filing system: another facelift?
We enjoyed improving the live chat backend experience so much, we took on another challenge: the filing system.
Go to Settings → Files and see how things changed.
You can now filter files by tags, search them via name and/or descriptions, and, the cherry on top, it all looks a whole lot nicer.
![](../__attachments/2153251206/filing_system.png?inst-v=30187e43-c4af-4716-8a8c-e3d34758cf6e)
Improvements
You can now name, tag, and delete files in the file explorer.
You can now bring QR codes inside your chatbot’s copy (FAQs and conversation steps).
When a user manually ends their live chat interaction, agents now get an alert and a prompt to either delete the ticket or mark it as resolved.
Bug fixes
Various small bug fixes and performance improvements.