Olark Live Chat updates olark.com

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.

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.

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

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.

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

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

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.