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Version 20220811.1

over 2 years ago by Carl Vergara

Summary: new Live Chat Assist feature now enabled for all customers; Beta version of new Request Form builder now available for select organizations

  1. Live Chat Assist: This advanced feature allows supervisors, managers, or team experts to jump in and assist agents in real-time during a live chat; see Chat Assist documentation for more details.

Highlights include:

  • Agents and Chat Assistants can now communicate with each other using a new tab in the right-hand Live Chat Assist panel (see sample image above).
  • Chat Assistants can assist agents requesting help, or jump into an existing live chat to coach an agent. Note that this side-chat is invisible to the end user/patient.
  • Chat Assistants can monitor all active live chats with a patient through the new 'All active chats' view.
  • The Chat Monitor page now displays links that allow Chat Assistants to drill into a specific live chat.
  1. New Request Form builder (Beta version) now available for select organizations. The new builder will allow you to build your Request Forms similar to our Chatbot editor. Please reach out to [email protected] if you wish this version enabled for your organization.