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✦ New Updates – April 2026
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Discover What's New in LiveChat
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Smarter · Faster · More Powerful
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We're excited to introduce a set of new LiveChat updates designed to make your daily operations smoother, faster, and more efficient. These improvements focus on helping your team respond quicker, stay organized, and deliver a better customer experience.
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📋 Smarter Chat Management
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Managing conversations just got simpler, clearer, and more organized. With the new LiveChat interface, you can now navigate your chats through dedicated tabs:
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My Chats – Instantly access all conversations assigned to you, so you stay focused and responsive.
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Department – Supervisors can view all ongoing conversations within the department for better visibility and team coordination.
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Queue – Track unassigned chats to reduce response time and never miss a customer.
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Chatbot – Monitor conversations currently handled by the chatbot before transfer or closure.
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Start New Chat (+) – Add a number, choose a template, and start the conversation instantly. It will be auto-assigned to you in My Chats.
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✅ What this means for you: Less confusion, faster responses, and a better customer experience.
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👁️ More Visibility, Better Control
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Customer Name + Number Together – Both name and phone number are visible in the chat list, with the ability to edit anytime.
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Smart Waiting Timer – A timer on each chat shows how long it's been since the last agent response.
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✅ What this means for you: Instantly identify customers and prioritize conversations that need your attention most.
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⚡ Faster Replies, Unified Communication
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With the enhanced Fast Response feature, you can create ready-made replies and share them across your team:
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Create and Organize Replies – Save frequently used responses and access them instantly during a chat.
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Share with Your Team – Share responses with all agents or specific users to unify communication across your team.
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Attach Files (Images / PDFs) – Attach files directly to your responses for clearer and more effective communication.
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Flexible Access Control (Admin Settings) – Use Only / Private Add / Add & Share.
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✅ What this means for you: Faster replies, consistent messaging, and a more professional customer experience across your entire team.
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🔔 Flexible Access Control (Admin Settings)
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From the admin portal, you can control how agents use this feature:
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Use Only: Agents can only use predefined responses
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Private Add: Agents can create their own private replies
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Add & Share: Agents can create and share responses with others
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🔔 Stay Notified, Your Way
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From the LiveChat settings, you can easily enable or disable sound notifications based on your preference:
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New Message Notification – Get alerted when a new conversation starts, so you never miss a new customer.
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New Reply Notification – Receive a sound alert when a customer replies within an ongoing chat.
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✅ What this means for you: Stay focused when needed, stay alerted when it matters, and have full control over your work experience.
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With the new Auto Reminder for Inactive Chats, you can ensure that no conversation is left unattended:
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If the agent is delayed – a message is automatically sent to reassure the customer.
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If the customer is delayed – a follow-up message is sent to re-engage them.
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Fully Customizable Messages – Personalize the reminder messages to match your tone and communication style.
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✅ What this means for you: Your customers feel acknowledged, your team stays responsive, and no conversation falls through the cracks.
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⚠️ Smart Tip: Keep Your Chats Organized
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To ensure a smooth workflow and avoid missed conversations, we recommend setting up automatic chat closure:
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Manual Closure – Agents can close chats manually when the conversation is completed.
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Automatic Closure (1–24 hours) – Set a time for chats to be automatically closed after inactivity.
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Important for Chatbot Users: If a chat remains open and the customer sends a new message, the chatbot will not respond, which may interrupt the experience.
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💡 Pro Tip:
You can ask our support team to configure a message before chat closure, such as: "It seems this chat has been inactive. If you still need help, please contact us again."
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🔐 Stay Logged In, Stay Productive
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LiveChat will now stay active throughout your working hours, so you do not have to log in multiple times a day:
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Full Workday Session – Stay logged in unless you choose to log out manually.
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Control Logout Behavior – From settings, disable the "Log out when IP changes" option.
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✅ What this means for you: Less disruption, smoother workflow, and more time focused on your customers.
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📊 Measure and Improve Your Customer Experience
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If you are a Supervisor with dashboard access, you can benefit from a dedicated Chat Evaluation Table:
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Complete Evaluation Overview – Customer name, rating, feedback, assigned agent, and chat closure status.
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Automatic Evaluation Messages – Activate automatic rating requests sent after chats are closed.
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Flexible Evaluation Triggers – After the agent closes the chat, or after a full journey (chatbot + agent).
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✅ What this means for you: Clear visibility into performance, better understanding of customer satisfaction, and continuous improvement for your team.
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These updates are designed to help you work smarter,
respond faster, and deliver a better customer experience every day.
If you would like help activating any feature or learning more, our team is always here to support you.
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