Release notes

What’s new

Pre-chat form

Users can now collect information from customers directly from the web chat before they start a conversation.

Ban customers directly from the Inbox view

Users can now restrict a customer’s ability to see conversations, create new ones, or interact  with chatbots or agents for a set duration if they go against predetermined communication rules.

Linking tickets with conversation source

Users can now easily associate the source of a ticket with the particular conversation in question if the ticket was created in a live chat.

Automatic ticket creation

Tickets can be created automatically for customers using the new chatbot “Create ticket” action.

Analytics and tracking dashboard

Users now have access to an analytics dashboard around customer behaviour with eight different data points that provide insight into customer behaviour and organisational performance.

New webchat snippet events

Added functionality to the web chat embedding for greater customer control to expand or minimise webchat, triggered by customer action. Check the documentation.