Olark Live Chat updates
Olark Live Chat updates
olark.com

Updated BLOCK feature in Beta

 

Olark Beta

 

Improvement

  

We've moved the Copy IP Address to Clipboard feature (used for blocking trolls and other troublesome chatters) to the new Actions menu.

an image of the Olark Beta chat console, hightlighting the actions menu button

New actions menu

 

Olark Beta

    

Improvement

  

We've released a batch of updates for our Pro Beta.

We have a new actions menu as a single place for all your most-used actions: transfer, shortcuts, end conversation and more to come.

image of the Olark Beta agent console with the actions menu expanded to show a list of available actions

One change you'll notice straight way is that we've moved the status switcher to the top-left of your screen with more vibrant colors to more easily see your current status.

Across the app we've made some visual changes including avatars for each contact for easier scanning; relative timestamps to help understand a contact's conversation history; and updated styles to make each message easier to read

Watch this two minute video to see the changes in action

Cobrowsing Powerup updates

 

Fix

  

We've fixed some long running cobrowsing issues, including sessions showing the visitor as "offline" when the session started.

To initiate a cobrowsing session in Olark Classic (chat.olark.com) click the "Launch Cobrowsing" button in the right sidebar, as usual.

an image of the Olark Classic agent console with a red arrow pointing to the "launch cobrowsing" button

You'll receive a notification with a link to the cobrowsing session. Click the link to open the cobrowsing session in a new tab.

an image of an agent notification with the text "Click here to start the cobrowsing session" followed by a link to a cobrowsing session

And that's it! Full control, scroll and point, and highlight features have also been restored.

Beta Update: a fresh new layout

 

Olark Beta

 

New Feature!

  

We've added some new filters and functionality to the Beta agent experience!

an image of the Beta agent console, highlighting a list of filters down the left side. Filters include My Inbox, Team Inbox, Recent Contacts, and Website Contacts

  • My Inbox is where your active conversations will live just as they do now.
  • Team Inbox will show you all live conversations your teammates (that are using Beta) are currently engaged in - including the conversation contents.
  • Recent Contacts will show you all recent contacts/conversations - similar to the transcripts page of your Olark dashboard. (More updates to this section coming soon.)
  • Website Contacts shows you live visitors on your website, much the way the visitor list in Olark Classic does.

CoPilot chatbot improvements

 

Improvement

 

CoPilot Chatbots

  

Several improvements to our reporting of CoPilot chatbot conversations were released today.

  • Conversations between visitors and bots will now appear as "Conversation with CoPilot" in your dashboard and transcripts

an image showing a list of chat transcripts from the Olark dashboard. The label "Conversation with CoPilot" is highlighted under one of the transcripts

  • Conversations with only Copilot bot messages (if the visitor doesn't respond to the bot) are labeled "CoPilot Message" and will have the missed chat icon in the upper left on the transcripts page

  • Conversations that involve both a bot and an agent will appear as normal conversations in your transcripts and dashboard

  • If CoPilot tries to transfer a chat to a live agent but the agent doesn't respond, the conversation will be marked as a missed chat and agents may be forced offline to avoid further missed conversations

  • Agent response time now reflects the time between when the bot transfers the conversation to the agent and the agent's first response, rather than first visitor message to first agent message.

Beta Update: Fixed unread message count

 

Olark Beta

 

Fix

  

Fixed an issue with the unread message counter not clearing after messages were seen.

an image showing a list of conversations in the Beta agent console. A big red arrow points at the unread messages number indicator in the upper right corner of one of the conversations.

Beta Update: Bug Fix

 

Olark Beta

 

Fix

  

We released a fix for an issue that was causing conversations to sometimes not appear in the beta console.

Beta users should refresh their browser right away.

New message indicator added to Beta

 

Olark Beta

 

New Feature!

  

We've added a handy little visual notification to indicate new messages since you last interacted with a particular conversation.

an image of the Beta agent console. A big red arrow points to a blue "new message" label that indicates where unread messages start.

Changelog is now live in Beta

 

Olark Beta

 

New Feature!

  

So meta! This changelog is now live in the Olark Beta. We'll keep you updated here on all the latest features and improvements as we release them.

Hide a conversation in Beta

 

Olark Beta

 

New Feature!

  

We've added the option to hide a conversation that you're no longer assigned to, so agents can dismiss a conversation that's been assigned to another agent.

Click the Hide Conversation link in the info message that appears and the conversation will be removed from your New Contacts queue.

an image of the Beta agent console. The image shows a link with the text "hide conversation" that appears at the bottom of a conversation.