The LibAnswers 2.23 update is on its way to you this week, and will be released in all regions by the end of the day on Thursday October 11th, 2018. This update is all about refinements to the new chat operator interface. We’ve been listening to your feedback and are implementing several great features to streamline answering and keeping track of chats. Read on for the details!
New Chat Dashboard Updates
- Pop-out Chat View – We’re adding a new viewing option that makes it easier to view multiple chats at the same time – the new Multi Chat View option displays all incoming and internal chats “popped out” in the chat operator screen, so you can move windows, resize, and keep an eye on multiple conversations at once. To use the new view, head to the Settings tab in the Operator Console and select “View Chats in Multi Chat Overlay”. To make this your default view every time you log in, head to Edit Account > Chat Settings and choose “View Chats in Multi Chat Overlay”.
- Smoother Chat Claiming – We’ve added a handy “Claim” button in the lefthand list of chats, to both help indicate which chats need to be claimed, and make it easier to claim a chat with just one click. In addition, chats waiting to be claimed will always be displayed at the top of the chats list, so they’re more obvious.
- Departments: Who’s Online – Department chats now include a full list of “Who’s in this chat”, so you know everyone who could be part of a department chat along with their current online/offline status. To see who’s online, click on the department chat then select Department Members.
- Chat Styles – We’ve updated the Chat Operator typing pane to support basic HTML styles (bold, italic, and underline) without needing to type in the actual HTML. Use the new button options in the chat pane to style your text and make your chats more expressive.
- Scrub Internal Chat Messages – If you’d prefer not to save and display internal chat history indefinitely, you now have the option to clear the internal chat history after X days. To set this option, Admins can head to Admin > LibChat Set-up > Scrub Internal Chat Messages. By setting this option, all internal chats (include sitewide chat, department chats, and op-to-op chats) will be deleted and cannot be retrieved. Also note that this does not impact patron chats – to scrub patron chats, contact our support team.
- Chat Transcripts Include Custom Pre-Chat Questions – Now when you view and/or export chat transcripts, we’ll include the contents from any pre-chat questions the patron may have answered before the chat began.
- Updated Dashboard Notifications – We’ve tweaked the dashboard notification messages to clarify between new chats and new tickets.
- And we have a couple of Bug Fixes to share:
- Now, when you add a chat to Reference Analytics, the chat question and answer fields will be included in the correct Reference Analytics fields, rather than both being added to the Question field
- New chat sound notifications will now sound for both chats you’re looking at currently as well as chats that you’re not currently looking at.
- We’ve fixed an issue where Internal Notes added when a chat is closed were not being appended to the chat transcript.
- And we’ve fixed an issue on the new chat dashboard where Idle Messages weren’t being displayed in the proper time period – now they’ll display as expected.
Ticket & FAQ Updates
- Edit Patron Contact Info – We’ve added a simple editing interface so you can now edit the patron information (including name, email address, or SMS number). This is particularly helpful for patrons that prefer to go by a different name, or have multiple email addresses that should be considered part of the same record. To edit a patron’s contact info, on the ticket answer page, select User History > Patron Contact Info.
- Replies to Really Old Tickets = New Tickets – We’re here to help you in the fight against zombie tickets – now, you can choose to treat a new reply to a ticket from X months ago as a new ticket. This is meant to help particularly with email ticket chains, where the patron may be replying to an old email thread with a brand new question. Breaking the ticket out into its own ticket is helpful both for your site statistics (because odds are these are truly new questions and should be counted as such) as well as equitable question distribution (so the same person doesn’t wind up owning a ticket that could potentially span years). To set this new setting, Admins can head to Admin > System Settings > General > Break Replies into New Tickets.
- File Uploads When Transferring – We now support file uploads when transferring a ticket to another user.
- Bug Fix for Required Ticket Fields – Previously, in some limited circumstances, it was possible for the patron to submit a new ticket to your system without completing a required field (such as the Question field). We’ve fixed this issue so you should no longer see the occasional ticket that doesn’t include a question.
- Save FAQ Content While Editing – We’re improving the FAQ creation experience by automatically saving the content you enter in the RTE, while you edit. This is super useful if, like our own Springy Tim, you have a habit of accidentally navigating away from the Create FAQ page in the midst of editing your content – now, if this happens, just return to the FAQ page you were working on and your content will still be there.