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We’re excited to introduce BoldDesk’s latest live chat software updates, packed with high-impact improvements for better performance and a smoother support experience.
The highlights of this live chat release include context-aware AI, seamless automation, a streamlined user interface that makes helping customers smoother, and many more.
In this article, we will discuss all these new live chat features and how they can boost your support team’s productivity.
Chat SLA support: Stay ahead of response goals
Is your team struggling to meet response times and deliver reliable support every time?
To solve this, we have introduced a chat SLA (Service Level Agreement) to ensure timely, reliable support. It allows you to:
- Configure Response Due and Resolution Due times for incoming chats.
- Automatically track SLA compliance across conversations.
- Prioritize chats based on urgency and deadlines.
- Meet support goals faster with timely agent actions.
This reduces the number of missed response targets, promoting a consistent support that builds customer trust.
Real-life example
An e-commerce site promises VIP shoppers a first reply within 10 minutes and full resolution within 30 minutes across approximately 200 chats/day.
- At 09:00, a chat about an order is marked with a red timer for missing the initial reply deadline.
- At 09:05, the system warns the assigned agent: “VIP SLA breach imminent.”
- If there’s no action by 9:10, the chat is automatically escalated to a senior specialist.
By enforcing chat SLAs, the brand meets its guaranteed chat response times consistently.
AI enhancements: Boost speed and accuracy in chat
AI is reshaping customer service and is now powering your live chat. With smart, real-time responses, your team can resolve issues faster and deliver a smoother support experience. Here’s what’s new:
Chat AI Copilot: Your agent’s smart assistant
Meet your team’s new best friend: Chat AI Co-Pilot. This enables agents to respond to customers faster by pulling answers from your knowledge base and resources. It reads conversations and suggests context-aware replies to customer questions, enabling accurate and efficient support.
Real-life example
An e-commerce brand handles around 500 sizing questions each day. To speed things up, they use Chat AI Copilot to suggest fit advice based on a customer’s message.
- Customer asks, “Will size M fit my 40″ chest?”
- Chat AI Copilot instantly presents the “StyleStreet Size Guide v2” article.
- It suggests, “For Tee X100, size L is ideal for a 40″ chest—slightly loose for comfort.”
This reduces response time from 2 minutes to under 30 seconds, making the support experience faster and more helpful.
AI chat summarization & ticket drafting: Quick insights, instant action
This update allows agents to work faster by summarizing chats and pre-filling ticket details. They can:
- Instantly view a concise summary of the conversation.
- Understand context faster when picking up chats mid-way.
- Speed up ticket creation with AI-generated subject and summary automatically filled in the ticket form.
Agents no longer need to re-read entire chat threads, making follow-ups and ticket creation faster and more efficient.
Real-life example
A large e-commerce brand’s support team uses BoldDesk’s AI summarization to instantly generate a summary when a customer requests a refund for a delayed shipment mid-chat.
- Conversation summary: “Customer inquired about order #12345, originally placed on May 20; shipment delayed by two days.”
- Ticket subject: Drafted as “Refund Request – Order #12345”
- Ticket summary: “Customer reports a delayed shipment and requests a refund. Original order placed May 20; expected delivery was May 25.”
The agent quickly reviews the AI-generated summary, confirms details with the customer, and submits the refund request using a pre-filled ticket form.
Live chat widget enhancements: Personalize your widget
This includes intuitive and user-friendly customizations that let you tailor the chat widget’s appearance, behavior, and functionality, making it helpful and aligned with your brand. The enhancements include:
Tailor the widget with custom CSS & JS
Take complete control of your chat experience with Custom CSS and JavaScript support for the live chat widget.
This enables deep customization, whether adjusting the widget’s appearance or adding custom functionality, to align with your brand identity and specific user needs.
Direct user identity verification without extra steps
Protect your conversations with user identity verification using secure signed keys. Automatically load verified user information into the chat widget, ensuring conversations begin with trusted data, improving accuracy and security without requiring manual data entry.
Customize session data storage options: Cookies or local storage
Configure your chat widget’s behavior with customizable storage strategies for session data.
Choose between cookies or local storage based on your application’s specific requirements, offering greater control over session handling and data persistence.
Real-life example
An e-commerce brand configures chat to use local storage for chat session data. When a shopper asks about a faulty hair dryer, the agent can open a new browser tab, and the entire conversation reappears instantly.
- The chat is stored in the agent’s browser, not on the server.
- If the agent switches tabs or returns later, BoldDesk reloads the conversation automatically.
- The support agent sees the entire exchange without needing to refresh.
The result? No lost context, quicker answers, and fewer repeated questions.
Web SDK support for complete chat widget control
With the introduced Web SDK support, users can easily connect the chat widget to their web apps, giving them full control over how it looks and behaves.
iframe support for chat widget
Our new iframe support allows teams to embed the chat widget directly within page layouts without launcher buttons, creating immersive support experiences that feel native to your application.
User-experience enhancements: Faster, smoother, easier to use
These are new features and improvements aimed at making the product user-friendly, faster, and more enjoyable to use through design updates, performance boosts, and intuitive navigation. The updates include:
Inline CSAT rating support in chat: Feedback made simple
Customer feedback collection has never been easier. Once conversations end, users can now submit customer satisfaction score ratings directly within the live chat widget.
This seamless in-chat experience makes rating support interactions fast and effortless.
New message count notification: Never miss what’s new
Keep customers informed with our new message count notification feature. When scrolling through conversations to view older messages, customers see a clear indicator of new messages, helping them track unread content while navigating chat history.
Online agent avatars in chat: Put a face to support
Build trust from the first interaction with online agent avatars displayed directly in the chat widget.
This visual indicator reassures users that real people are available to assist them in real-time, creating a personal and engaging experience whenever they start a conversation.
Agent portal enhancement: Built for speed and simplicity
These are live chat feature upgrades to the agent portal that improve usability, speed, and access to key information, helping support teams work efficiently. Enhancements include:
Customer typing indicator in agent portal: Anticipate incoming messages
Agents can now see real-time typing indicators as customers compose replies. This helps agents prepare responses and stay ready for incoming questions.
Find conversations instantly using text-based search in chat
Agents can search for chat conversations using keywords or phrases to locate specific messages without scrolling through endless chat histories.
Instant access to canned responses using #
Agents can type # in the message editor to quickly access canned responses, making conversations faster and more consistent.
Link help articles and URLs within chat conversations
Users can share relevant resources effortlessly by linking help articles and external URLs directly in chat conversations.
This streamlines issue resolution by providing quick access to documentation and helpful web pages, guiding customers toward solutions more efficiently.
Placeholder support to personalize canned responses
Canned responses now include placeholders for names, emails, and other details, letting users send quick, personalized replies at their convenience.
Manage chat views effortlessly
Agents can now customize how they organize and access conversations with enhanced chat view options in the agent portal:
- Edit existing views to adjust filters and settings.
- Clone views to create variations faster.
- Set a default view to start each session with a preferred layout.
These improvements help agents work more efficiently and tailor their workspace to their workflow.
Copy message links to reference specific chat messages
Agents can now copy direct links to specific chat messages, making it easier to reference key points in conversations.
This streamlines internal cross-team collaboration and makes follow-ups easier with clear context.
Real-life example
A customer on an e-commerce site asks a complex question about smart home device compatibility. The agent copies a direct link to the message and quickly shares it with the technical team to assist.
- Agent copies the link to the customer’s specific question.
- Shares it with the technical team.
- Other technicians click the link and see the exact message in context.
- They respond with a clear, detailed answer, so there is no need to scan the full chat.
This speeds up collaboration and ensures accurate responses without back-and-forth delays.
Faster loading for on-demand WhatsApp templates
This new update enhances WhatsApp templates by supporting on-demand loading. This significantly improves initial load times and is especially helpful to teams managing multiple templates.
Responsive agent portal web layout: Works on any device
The agent portal is now fully responsive, meaning it adapts seamlessly to different screen sizes, letting agents work efficiently on a desktop or tablet.
Chat module in scheduled reports
You can now include the chat module in your scheduled reports, making it easy to automatically receive insights from your chat data.
Simply choose the filters and columns you need to customize each report to your specific requirements.
More modules added to custom dashboards
Custom dashboards now support additional modules, allowing you to create dashboards providing detailed insights into your important support operations in one place. This includes:
- Chat
- SLA
- Customer satisfaction
- Knowledge base
Omnichannel improvements: One view, every channel
We have introduced enhancements that unify conversations across email, chat, and social channels, giving your team a complete view and customers a seamless experience. Below are the omnichannel updates:
Connect to WhatsApp easily via the Gupshup integration
Teams can now manage WhatsApp conversations directly from BoldDesk through Gupshup integration, expanding support channels to reach customers where they are.
Multi-login for Facebook and Instagram: Manage multiple accounts seamlessly
This update allows agents to log in with multiple Facebook profiles, seamlessly handling chats from various Facebook pages and linked Instagram business accounts in a unified place.
Edit/delete Telegram messages and Facebook comments
Agents can now easily edit or delete Telegram messages and Facebook comments directly from BoldDesk, allowing quick corrections and greater control over social media conversations.
Chat automation enhancements: Smarter workflows, faster resolutions
The latest chat automation improvements are meant to improve workflows by reducing manual effort and ensuring agents resolve queries faster. Features include:
Flexible workflow block management: Add or remove anywhere
Agents can add or delete blocks anywhere within a workflow, not just at the end, as was previously the case. This makes it easier to modify and reorder automation logic.
Edit workflows safely with draft version support
Workflows support draft versions, letting teams make changes to active workflows without deactivating them until they are ready to publish.
Add business hours condition in workflows for a context-aware automation
Workflows can include conditions based on business hours, enabling different automation paths during business hours versus after-hours scenarios.
Rich text formatting and emojis in workflows for automated messages
Workflow messages now support rich text formatting and inclusion of emojis, making automated responses more engaging and expressive for customers.
Reusable auto-assignment settings to streamline workflow setup
Auto-assignment configurations can be reused across multiple workflows, eliminating repetitive command setup and ensuring consistent assignment rules.
Track and troubleshoot with workflow execution logs
Teams can view workflow execution logs in real time to monitor performance, troubleshoot issues, and validate automation runs.
Chat notifications enhancements to improve visibility
These chat notification upgrades help your team respond faster by automating replies, routing, and workflows, making support smoother and less stressful. Here’s what’s new:
Real-time push notifications for unassigned conversations
This live chat update allows agents to receive push notifications when replies or internal notes are added to unassigned conversations, keeping teams synchronized and responsive.
Instant in-app notifications for assigned conversations
Agents now get real-time in-app notifications to stay informed about activity in their assigned chats from their agent portal. They are received when:
- A new conversation is initiated.
- A customer replies to an ongoing conversation.
- A teammate adds an internal note.
These notifications enhance visibility, helping agents respond faster and stay aligned.
Manage email participants by controlling external notifications
Teams can configure notification preferences for email participants in chat conversations, providing easier external communication control.
Streamline support operations with our latest live chat release
These live chat updates represent our commitment to making customer support simpler, smarter, and more effective for everyone.
Your agents get the tools they need to work faster, your customers get better experiences across every channel, and your team gets the insights to keep improving.
Start exploring BoldDesk®’s enhanced live chat software capabilities today and transform how you connect with customers. Also, contact our support team should you experience challenges.
Let us know what you think of our latest live chat updates in the comments section below.
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