Live chat handover to Salesforce and downloadable transcripts

October 14, 2024

• You can now trigger an action (eg. contact support) after an unanswered question as well as after every single response.
• You can add a javascript rule to determine if/when an action is shown. For example, you can set up a “live chat handover” action which will only get triggered during the week, within business hours.
• A download icon has been added to the chat window, allowing the user to download a chat transcript.
• Live chat handover to Salesforce is now possible! 🎉
• The Salesforce integration for ingesting sources now supports the Body field.
• In the conversations list view, you can now add a column to see the current URL and filter based on it.
• The resource list now has a column for publish date (if available) which can be used to sort the list and prioritize your content efforts.
• You can add a pre-action message to show before asking for user input. For example, if asking for an email address, you can add a note that says “You can leave your email address here and our team will be in touch shortly”.
• Fixed a UI issue with the chat incentive buttons, improving consistency.
• Fixed a bug regarding the email collection action.