Review the Live Chat 21.3 enhancements for features that will benefit your organization and to understand changes that might impact your users.
Open the ticket window after a chat is closed or abandoned
Live Chat administrators can configure Live Chat to open the ticket window after a chat session is closed. Agents can benefit from this configuration in the following ways:
- Perform some follow-up tasks on the ticket immediately, without having to search for the ticket from the monitoring console.
- Fill out the missing mandatory fields before closing a ticket.
- Review the current ticket information before working on the next chat session.
The following image shows the ticket window opened in a new tab after closing the chat session:
What else changed in this release
In Live Chat version 21.3, note the following significant changes in the product behavior:
Product behavior in versions earlier than 21.3
Product behavior in version 21.3
|Administrators can view previous assignees or status changes to a chat session.|
Administrators could not view the intermediate assignees or status changes to a chat session.
Administrators can view the previous assignees or status changes on the Audit tab in Master Chat Record.
For more information, see Viewing the chat session history.
|The live chat session Id is added to the call log entry.||The call log entry does not have the live chat session Id.|
The Chat Session Id field is added to the SMT:Smart Recorder Call Log form. Administrators can identify the unique live chat session by using the chat session Id when troubleshooting.