Week of March 27th 2017 Release Notes: Chat Queue Email Notification & Call Me improvements

Hello chatters,

Over the past few days we’ve made the following changes:

  • We added a new setting to send an email notification when there is a chat in the queue. The new setting is located in Settings -> Agent Settings -> Chat Reassignment -> Waiting Queue Team Status
  • The “call me” feature on Design Studio has been improved with the addition of an international telephone code tool that identifies the user’s local country and pre-populates their country code into the textbox.
  • We are now using an Open Street Map based view to show the visitors location in the chat portal and view case of the chat.

Bug fixes:

  • We addressed the root cause of an issue which has caused several delays in the processing of the logs, the stats and the 3rd party integration with CRMs and Help Desks over the last few months. We will continue to monitor the delay of the chat post processing pipeline for other sources of delays, but we are confident that this week fix is going to prevent the recent issues from recurring.

Week of March 6th 2017 Release Notes: Improved tablet support


Over the past week we’ve made the following core changes:


  • Chats are now marked as responded if the visitor never sends a message but the agent did.

And in the Design Studio we:

  • Improved the positioning of forms on tablets.
  • Improved how messages are grouped with the agent or visitor sends multiple messages in a row.
  • Fixed a theme loading issue when using Internet Explorer 11.
  • Fixed a button display issue in the designer.


Week of February 27th 2017 Release Notes: Improved Design Studio loading speed

Hello once again,

For this past week we’ve made some changes to the core system that improved the loading speed of various admin components including the Design Studio themes list as well as the designer itself. In addition, we made the following Design Studio specific changes:

  • Improved the designer background images and fill colors workflow.
  • Improved the chat form animations to prevent CSS collisions
  • Fixed an issue where SVG buttons weren’t showing in Firefox.
  • Fixed an issue where the agent typing notification would sometimes not be visible on forms with a transparent background.


Week of February 20th 2017 Release Notes: Chat Reassignment improvements


The following is a list of changes for the past week within the core product:

  • A chat reassignment issue was fixed that could cause two agents to chat with a visitor at the same time.
  • The drop-downs in the Admin Dashboard were updated so that ellipses wouldn’t be shown when smaller values are used.


And in the Design Studio we made the following changes:

  • Added better support for right-to-left languages such as Hebrew and Arabic.
  • Tweaked the speech bubble option so that background width is only as wide as the message and that the agent alias is centered under their avatar image.


Week of February 13th 2017 Release Notes: Design Studio Background images


We hope you all had a great Valentines Day this past week. Here’s what we’ve been up to:

  • The Chat Portal was updated so that new agents will have the “Snap” sound turned on by default for new returning visitor chats.
  • An issue where the Chat Portal could fail to load completely after refreshing the browser window was fixed.
  • A scrolling issue in the Chat Portal emoji picker for agents using Chrome 56 was fixed.

And in the Design Studio we made the following changes:

  • The ability to upload a background image and control the background opacity was added.
  • The designer now preselects the Chat Box tab.
  • The online/offline button was moved into an iframe to help isolate it from any existing site css.
  • A spacing issue was fixed that could occur in the chat form headers and footers.
  • A positioning issue was fixed that could cause the chat form to be shown in the incorrect place on the webpage.


Week of January 30th 2017 Release notes: Log API and Routing by Tag improvements


Over the past few weeks we’ve made the following changes to our core application:

  • We added the destination URL to the results of our Log API.
  • We improved the Routing by Tags feature so that it uses the configured agent assignment logic when no tags are supplied at the start of a chat.
  • Expanded support showing Screencast.com images directly within the Chat Portal.
  • Fixed an issue where the agent alias wasn’t being updated on the visitor side when a chat was transferred.
  • Fixed a display issue in the Admin Dashboard with the schedule selector would show Noon as 12 AM instead of 12 PM.

In addition, we’ve made the following improvements our Design Studio:

  • Improved the handling of menus when switching between tabs in the designer.
  • Auto populating of custom field variables for text input, text area and dropdown fields.
  • Enabled the dragging of the chat box.
  • Added Intelligent PreChat for offline forms.
  • Sped up the chat form animations.
  • Improved the loading of the fonts on the chat form.
  • Fixed an issue where the Close callback wasn’t working on the prechat/offline form.


Week of December 12th 2016 Release notes: WordPress KB searcher improvements


Over the past week we’ve made the following changes:

  • Removed the use of Flash for the copy to clipboard option in the Admin Dashboard

We have some exciting changes coming in the new year so be sure to continue to watch this space!


Week of October 10th 2016 Release Notes: UI and Speed Improvements


For this past week we’ve made the following changes:

  • Addressed an issue where the agent delete dialog wouldn’t always show the correct agent alias
  • Improved the logic on the widget selector in the Multi Monitor Dashboard page
  • Speed up the delivery of chats to agents because every millisecond counts!
  • Increased the resiliency of the transcript processing at the conclusion of a chat
  • Made a handful of usability improvements to our new avatar uploader and emoji picker
  • Started serving up higher resolution avatar images so your agent pictures will look extra crisp!