November 21st Release notes: Team Chat presence

Happy Friday,

While we’re continuing to work hard on our updated Admin Dashboard UI we’re continuing to make improvements to other parts of the system. For today we’ve made a change to better handle agent presence changes in Team Chats.

Also for our Portuguese customers we have updated and added new translations!

Have a great weekend!

Announcing the new Chat Monitor!

We have completely overhauled our Real-Time Chat Monitoring system to make it easier for you to understand all your chat activity at a glance. Whether you have one widget or many, we have a monitoring page for you.



And what’s more, you can grab a link to share with your team which removes any sensitive, identifying information about your visitors. Try putting your monitor page up on a big screen somewhere in the office, or share the link with each of your agents so the whole team can monitor your widget’s chat activity together. Chats waiting in the queue will be bright red dots, so you’ll always know when you need to pull one of your agents off pause to handle the overflow!



If you’re not sure what each of the colors mean, feel free to check out the Legend in the top right corner!

The “Multi Monitor” also gives admins the ability to see details about every chat currently in progress, including links to the active chats’ transcripts. On the Multi Monitor view, you can also re-order the list of widgets to bring your most active widgets to the top of the view. By hovering over the “Agents Mini View” on the right side, you can also see a summary showing which agents are online and which are paused on any given widget.


For a more thorough explanation, feel free to check out the Intro to the Chat Monitor guide on our Support Knowledgebase!