21.05 enhancements
Review the Live Chat 21.05 enhancements for features that will benefit your organization and to understand changes that might impact your users.
Display only relevant canned text to agents
Canned text includes quick texts, quick links, and questionnaires that agents frequently share with the end users. In addition to defining Company for canned text, administrators can define support queues for canned text. This feature ensures that agents can view only those canned texts that are relevant to their company and support queues.
Canned text is displayed to the agents in the following ways:
- No company and no queue defined—Global canned text, visible to all agents.
- Company defined—Canned text visible to all agents in the company.
- Company and one support queue defined—Canned text visible to all agents belonging to that company and support queue.
- Company and multiple support queues defined—Canned text visible to agents belonging to that company and at least one support queue.
- Quick texts and questionnaires created by agents are for their own use and are not visible to other agents.
To learn how to specify a company and support queue for a quick text, see Creating quick text. To learn how to use canned text in chat, see Responding with canned text to speed up chat interactions.
The following image shows IT-specific and general quick texts to an agent belonging to the IT support queue:
Dynamic template selection for automatic ticket creation
You can configure Live Chat to automatically create a ticket from a chat session. When automatic ticket creation is enabled, as an administrator, you can define a custom workflow in Action Request System to dynamically select a ticket template based on the chat conversation.
For example, you can define a workflow to select a ticket template based on the chat topic selected by the end user. For more information, see Ticket creation from live chat.
What else changed in this release
In Live Chat version 21.05, note the following significant changes in the product behavior:
Update | Product behavior in versions earlier than 21.05 | Product behavior from version 21.05 |
|---|---|---|
| End users receive a notification when an agent is disconnected from a chat session | End users did not get any notification when an agent was disconnected from a chat session | Administrators can configure a notification that is displayed when an agent is disconnected from a chat session because of the following reasons:
For more information, see Enabling system and typing notifications |
| Supervisors receive a notification when an agent requests for assistance in a chat session | Supervisors did not get any notification when an agent enabled the Need Assistance flag from a chat session | Supervisors receive a browser notification when they are away from the Live Chat tab and the agent requests for assistance. For more information, see Receiving notifications for incoming chats or messages |
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