This release update provides an overview of recent Live Chat enhancements. The enhancements allow agents to push a rating form during the chat and send automated messages after a period of inactivity. You can show live rating feedback to the agent and the visitor in the chat window. Visitor-side user experience is also improved.
Request Rating During a Chat
During a chat, agents can send a rating form to the visitor to request feedback. The rating form is embedded in the chat window so that visitors can complete and submit it conveniently.
- The rating form uses the post-chat survey form. To request a rating during a chat, the Post-chat survey must be enabled for the Live Chat campaign.
- The rating form pushed by agents can only include system fields Rating and Comment. Other fields included in the Post-chat survey will not show to visitors in the in-chat rating form.
Show Rating Feedback
You can show visitors’ feedback to agents in the chat window as soon as the visitor submits a rating form. Whether the visitor submits a rating form requested by the agent or by themselves during the chat, or after the chat ends, the rating feedback shows to both the agent and the visitor.
Send Automated Messages
When the visitor or the agent does not respond in a period of time, an automated message can be sent. Agents can define the inactivity period and the message to send to visitors for the two occasions respectively.
Visitor-Side Chat Window Improvement
The Visitor-Side chat window is improved. Major improvements include:
- Mobile chat window experience enhancement, such as:
- The Minimize, Close and More buttons are easier to access.
- Visitors can quickly minimize the chat window when browsing content in the side window.
- The Rating form and post-chat survey is embedded in the chat window so that visitors can complete it conveniently.
- Depending on your configuration, visitors can turn on or off sound notifications through the chat window.