Olark Live Chat updates olark.com

Olark Beta

New Feature!

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

• 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.

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

• 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.

Olark Beta

Fix

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

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.

Olark Beta

New Feature!

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

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.

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.

Olark Beta

Improvement

You'll now find a translation icon in Olark Beta that allows an agent to enable and disable translation while mid-conversation.

Clicking the icon immediately toggles translation on or off.

Olark Beta

New Feature!

Sometimes they just don't take a hint.

We've long allowed agents to block troublesome chatters on a more permanent basis by targeting the visitor's IP address.

Today we added a button in Beta that copies the visitor's IP address to your clipboard for this purpose.

Olark Beta

New Feature!

Automatic Google translation has been added to Olark Beta.

You can choose to have incoming messages automatically translated to your preferred language. Outgoing messages will be automatically translated to the visitor's preferred language.

Enable translation and choose your default language in your Olark Beta settings:

Visitors are notified that the chat is machine translated