Skip to main content

June 1, 2024

This release brings significant webchat enhancements and new features.

Customer Tracking​

  • NEW Customer Tracking Feature: This feature allows optional tracking of page visitors where a webchat widget is embedded. By default, this feature is disabled and requires our engineers to enable it on a per-tenant basis. Once enabled, the webchat channel will display an additional tab, the Customer Tracking tab. You can turn on the feature per channel and provide a list of paths where the widget should track customers.
  • NEW Agent Performance Dashboard - Website Visitors Tab: A new tab has been added to the Agent Performance Dashboard in the Agent Application. This tab displays customers browsing the website, along with the page they are currently on and the time spent on that page.
  • NEW Initiate Outbound Chat: Agents can now initiate an outbound chat with customers. By clicking the Message button, agents can bring up an empty chat interface and create a new task. The agent can type, use templates, or AI tools to create the first message and start a conversation with the selected customer.

Webchat Enhancements​

  • NEW Auto-Open Webchat Widget: The webchat widget now automatically opens when a new message is received from an agent, ensuring the message is seen by the end customer.
  • UPDATED Performance and Stability Improvements: Improved the performance and stability of the webchat widget.
  • RESOLVED Clickable Links Issue: Fixed an issue where links could not be clicked in the webchat widget.
  • RESOLVED Localization Issues: Fixed various localization issues in the webchat widget.
  • RESOLVED Agent Display Name Issue: Fixed an issue where the agent's display name would not be shown in the widget.
  • RESOLVED Auto-Scroll Issue: Fixed an issue where the webchat widget would not automatically scroll to the most recent message.
  • RESOLVED Chat History Issue: Fixed an issue where the chat history would not be stored for 30 days for the customer.