History

Our live chat system was created in August 2003.

 

We've made a lot of changes to our system since that time, added new features, released new software, improved both server and operator sides of the system.

 

Some major events important to our system are listed below:

 

•July 2024

oEditing agent messages in desktop app

oNew metrics in statistics: Average chat duration, Average total messages in chat

 

•June 2024

oAgents monitoring

oAgent app which supports monitoring

oAn option to show chat rooms with new messages at the top

oNew shortcuts for canned responses

 

•March 2024

oChat button code optimization in terms of security and speed of loading

 

•February 2024

oChat page to host on your domain

 

•January 2024

oAn ability to redirect partner links to specific page of Provide Support website

 

•September 2023

oPossibility to delete own chat messages

 

•June 2023

oGA integration updated. GA4 support added

 

•March 2023

oCustomizable sound notifications in agent app

 

•January 2023

oAgent app update: an ability to upload custom files was added

 

•December 2022

oChat Stats Web API

 

•October 2022

oPermissions in the agent apps

▪IP blocking restriction - in the desktop app

▪Chats auto accept restriction - both in desktop and browser apps

oWhite label solution

 

•September 2022

oNative agent app update

▪IP blocking restriction

▪auto accepting chats restriction

oAgent permissions settings

 

• August 2022

oCustom domain / subdomain for the live chat window link

 

•July 2022

oNew metrics were added to the agent stats app 7.0.5

 

•June 2022

oNative agent app 7.0.5

▪Redesigned Profile Manager

oChat button code improvement for working with CMS

 

•February 2022

oIP blocking directly from the agent app

oChat transcripts app

 

•December 2021

oQR code for direct chat window link

oNative agent app 7.0.3

▪creating a canned response from a chat message

▪creating canned responses for agents directly from the agent app

▪editing and deleting agent canned responses from the app

▪improved message input field toolbar

▪ability to remember an active tab and open it after the app restart

 

•November 2021

oTooltips for alt, title, aria-label attributes were added for chat buttons and text chat links

 

•September 2021

ochat window header selection settings on the Chat Window page for Modern chat window

ochat button codes update: chat button code loads after the whole page content has loaded, it does not slow down website performance

ochat button on mobile devices displaying settings

opossibility to choose sticky or fixed chat icon displaying

 

•August 2021

opossibility to choose chat icon shape (round, rectangular), color and upload custom icons directly from chat window settings

ochat button codes update to prevent slowing down website performance

oautomated chat window translation when the language is changed

oautomated post chat survey switching when the language is changed

 

•July 2021

oability to accept chats automatically in browser app

osidebar with visitor details and quick texts in browser app

osplit mode in agent app 7.0.1

 

•June 2021

oNative agent app 7.0.0

▪Left menu bar for faster access to most important sections and options

▪Right side bar to keep essential chat details and predefined responses at fingertips

▪Dark mode

▪More space for messaging

▪Advanced app appearance settings - possibility to change app background color per profile

▪Full-size images preview in chat

▪Predefined messages filtering

▪Faster chat transfer directly from chatting toolbar

 

•April 2021

oWeb links preview - displaying to customers the page title, description and image

oSVG images support

 

•March 2021

oAccessibility improvements - more convenient chat window for keyboard navigation

 

•January 2021

oAn ability to re-size chat window logo while uploading in the account

oMessages counter if the chat window is minimized

oUnique default customer names in chat

 

•December 2020

oOperator stats update - post chat survey statistics

Account Control Panel

oAn ability to choose chat window font

oSupport for Google Fonts

 

•November 2020

oNew website design

 

•October 2020

Account Control Panel

oInteractive chat window customization

 

•September 2020

Account Control Panel

oEye Catcher feature released

oChat management - a possibility to close an inactive chat room automatically

 

•August 2020

Account Control Panel

oFile transfer limitation

 

•July 2020

oAria-label support in chat icons

 

•June 2020

oShopify integration

 

•May 2020

Account Control Panel

oAn ability to skip pre-chat survey

oAn ability to go right to the chat after chat window loading

Agent app

oNative agent app version 6.0.1

oNative version 6.0.3. with snipping tool and screenshots functionality

 

•April 2020

oOperator online presence monitoring

oA possibility to remove "Powered by" label to active accounts

oWeb based app in modern design released

 

•March 2020

oChat stats application

 

•January 2020

oPure JavaScript Chat Button Code which allows integrating with various CMS and tag management systems

 

•October 2019

oDetailed integration instructions for WIX

oUpdates in the Account Control Panel / How to start section

 

•September 2019

Agent app

oAway status and improved notifications in Android and iPhone agent apps

 

•August 2019

Account Control Panel

oAn ability to upload a  company logo to embedded chat messenger

oAn ability to display / hide time stamps in embedded chat window

oAn ability to restrict / allow access to live chat from specific countries

 

•July 2019

oAndroid agent app version 1.0.14 was released on July, 2.

 

•June 2019

Account Control Panel

oA possibility to preview images, video files and listen to audio files in messenger without downloading

oModern chat window usability improvements

oRecurring payments for PayPal

oA possibility to create custom packages with any number of operator profiles

oForced logout for agent  

oAgents' status monitoring

 

•May 2019

oAn ability to send yourself chat transcript when closing chat window

 

•April 2019

oNew chat icons for spring holidays

Account Control Panel

oModern chat window usability improvements

oA possibility to send chat transcript when closing the chat conversation

 

•March 2019

o Integrations: WordPress plugin update for compatibility with latest WordPress version and modern chat window design

o iPhone agent app version 1.0.9 was released on March, 25.

 

•December 2018

Account Control Panel

oCustom drop-down lists for pre-chat and leave a message forms

oAlipay payment method added

 

•November 2018

Account Control Panel

oNew payment method added - UnionPay

oNative agent app version 5.9.3

oSupport for file drag-and-drop

oMessage input pane now fully supports Microsoft Pinyin for Chinese language

 

•October 2018

Account Control Panel

oNew embedded chat window design is available in all new accounts by default

oAbility to exclude IP addresses from real time monitoring in the agent app

 

•August 2018

Native agent app version 5.9.2

oFile transfer dialog

Account Control Panel

oNew embedded chat messenger design

oPossibility to block IP address for particular account

 

•July 2018

  Account Control Panel

oUpdates in chat transcripts sending. Now a chat transcript is sent after the chat session has been closed by an operator

oPossibility to change time period for displaying "No available operators" system message

 

•June 2018

Account Control Panel

oPersonal data processing settings

 

•April 2018

 Native agent app version 5.9.2

oApp localization for German, Russian and Chinese is now available

oThe set of operating systems and browsers the Native Agent App can recognize was extended

oStability improvements were made, a couple of annoying bugs were fixed.

 

• March 2018

  Account Control Panel

oCanned responses export

oCanned responses import

oDeleting canned responses in a bulk

oCanned responses transfer from one account to another

 

• January 2018

  Account Control Panel

oA possibility to define a separate email address for not accepted chats. Operators and Departments will receive all their chat transcripts including chat transcripts with not accepted chats.

oA possibility to add custom fields to the invoices on the Billing / Billing Contact page

oCreating multiple agent profiles from a spreadsheet

oChat transcripts sending via an encrypted channel

 

•November 2017

Account Control Panel

oA possibility to reassign canned responses when removing an agent profile or department

 

•October 2017

Account Control Panel Billing:

oStarted accepting Bitcoin payments

 

•July 2017

  Native Agent App version 5.9.1

oImproved connection options and an ability to hold connection within networks with unstable Internet connection

oImproved user interface

oNew icons for modern OS and browsers

oImproved Visitors list    

oPossibility to copy and save to Clipboard Room details data

oDisplaying additional parameters in the chat room tab

 

•January 2017

oPossibility to sort canned responses, set of agents, departments and fields on the pre-chat and offline forms with help of drag-and-drop method

 

•September 2016

Native agent app version 5.8.2:

oAgent app for Retina displays

oRedesigned app interface, icons and images

oImprovements in secure connection libraries

 

•September - December 2015

  Account Control Panel:

omore security measures against DDoS attacks and spam

orestrictions in using specific HTML tags,  javascript events handlers and calls to functions in system messages

oViewStats application: was restored with new database type

 

•September 24, 2014

New features:

o'Sent from' field for offline messages - this field shows a link to the website page where the offline chat button was clicked.

oCalled from' field in chat transcripts and Room Details tab of the native app - this field shows a link to the website page where the online chat button was clicked

 

•September 10, 2014

Integrations:

oGoogle Analytics integration - a possibility to track as events a number of initiated chats and sent offline messages

Account Control Panel:

oAffiliate accounts status tracking and new affiliate banners

 

•January 01 - August 31, 2014

Integration instructions: BigCommerce, osCommerce, AmeriCommce, Squarespace, Shopify, Drupal, Weebly, X-Cart5, Pinnacle Cart, OpenCart, Prestashop, Magento Go, Volusion, 3dcart, CoreCommerce, Fortune 3, Zen Cart, CubeCart, MailChimp.

Control Panel:

onew fonts: Arial Narrow, Century Gothic, Lucida Console, Impact, Palatino

oCaptcha as antiflooder protection

Web based agent app:

ofile transfer

ochat invitation greeting message

oaway status support

Website - new website design

 

•November 25, 2013

Integrations:

oMagento Module

 

•October 28, 2013

Integrations:

oJoomla module for Joomla 2.5. and 3.x versions

 

•September 6, 2013

Integrations:

oWordPress plugin version 1.0

 

• January 2013 through May 2013

  Website:

oChat icons were translated into Chinese

oMore new chat icons were designed and added to the website, including vertical chat icons

Web-based agent app and Visitor Live Chat Messenger:

oFixed sound issue - a new technology was integrated for sound. Quick Time plugin is no longer required

Native agent app

oZooming for Geo Location map

oImproved Referrer parsing - now it is possible to see if Google secure search was used or if a visitor came by clicking on Google advertising link.

oSocial networks icons in Referrer field

oMore new icons for browsers, search engines and operation systems

oSupport for Pulse Audion sound framework in Linux native apps was implemented

oIssues with symbols converting to emoticons has been fixed for 5.7.3 Native Agent App release, Revision: 15174

Account Control Panel:

oMore time zones were added for regional settings

oCanned responses sorting with help of arrows directly in the account Control Panel

 

•January 2012 through January 2013. Multiple internal system improvements were made, including server security updates.

Website:

oNew design of several pages

oChat icons were translated into more languages

oBrand new chat icons and holiday chat icons were designed

  Account Control Panel:

o New chat button code for floating chat icon was added

o System messages fields now allow adding up to 102400 symbols.

Native Agent App:

o5.7.0 native app version released

oWeb kit engine support for stability of the application added

oSpell checker that uses Open Office dictionaries was built into this native app version

oAn ability to change fonts in the messages input area of the native app was implemented

 

•March 2010 through December 2011.

   Account Control Panel:

oCustomizable Leave a Message Form added

oSpecial Email field added for the Start Chat and Leave a Message Forms

oPossibility of downloading an existing Post Chat Survey file added

oCanned Responses grouping feature

Web based agent app:

oFile transfer up to 100 MB

oPossibility of adding a greeting message when sending a proactive chat invitation

Native Agent App:

oFile transfer size limit increased from 10 MB to 100 MB

oAn ability  to set time period for displaying tray icon notifications

 

•September 2009 through March 2010. A number of new features were added, a lot of improvements were made:

    Native Agent App:

o Legacy Visitors list view added.

o Local Time column added to Visitors list.

o "Party is typing..." notification added to chat room tabs.

o Events notifications improved: tray icon notifications added, sound and visual alerts settings extended.

    Account Control Panel:

o Language selection for Visitor Chat Messenger added to Account Regional Settings.

oOur chat button code was improved and updated several times. Code versions available in the past few years are fully W3C compliant, they don't generate any warnings on the website and don't slow down the website loading.

 

Now we provide service for thousands of clients in more than 100 countries all over the world. Our Visitor Chat Messenger is translated into more than 20 languages.

 

•April 2009:

Native Agent App version 5.2.2:

oCo-browser added

oOptions window redesigned

Account Control Panel:

oBilling system updated

 

•December 2008 - Native Agent App version 5.1.6. Visitor and Operator toolbars added, Canned Responses window improved.

 

•November 2008:

oBeta version of the new Native Agent App for Windows is published for downloading on our website

oOur website design was changed

oThe system was switched to a new network protocol

 

•September 2007 - Beta version of the Native Agent App for macOS and Linux released.

 

•March 2007 - Post-chat Survey feature added.

 

•November 2006 - File Transfer feature added and Call Distribution system implemented.

 

•August 2006 - Native Agent App version 4.0.17. Passing Info from Website to Agent App feature added.

 

•July 2006 - Native Agent App version 3.3.23. Co-browsing feature, proxy support and error reporting added.

 

•November 2005 - Native Agent App version 3.3.1. Spell Checker for 5 languages and Geo Location Map added.

 

•September 2005 - Major system update. New chat button code with faster page loading implemented.

 

•May 2005 through November 2005. A good number of new great features were implemented:

oOffline Settings to control chat behavior when all operators are offline or away

oA possibility to customize the chat invitation background

o"goto: URL" command to navigate visitors to needed pages from the Native Agent App

oSound support for Firefox (through QuickTime plugin)

 

•May 2005 - Native Agent App version 3.2.0. Geo Location feature added. Geo Location feature allows the operator to see your website visitors' country, city, and other pertinent information. Clicking on the location link gives statistical information about the visitor's country.

 

•February 2005 - Chat Invitation feature added. Now you can not only receive chat calls from your visitors but also initiate chats with them from the agent app.

 

•August 2004 - First release of the Native Agent App for Windows.

 

•April 2004 - First official release of the system. Web-based Agent App release.