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.
We've added some new filters and functionality to the Beta agent experience!
Several improvements to our reporting of CoPilot chatbot conversations were released today.
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.
Fixed an issue with the unread message counter not clearing after messages were seen.
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.
We've added a handy little visual notification to indicate new messages since you last interacted with a particular conversation.
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.
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.
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.
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.
