V4 Update #4: A look at the new live chat interface and engagement options

[Jamie Edwards]

http://blog.kayako.com/2009/10/v4-up...ement-options/

Let us know your comments!

[craigbrass]

I think you have done everything that has been requested other than feedback / surveys which are pending implementation as you have mentioned before. Well done guys!

[supportskins]

The more we see of v4 the more interesting it looks. Keep up the good work!

[craigbrass]

Jamie: Quick question. Currently, if you wish to use different live chat icons (online, offline, etc), you have yo create a different template group. This is a bit overkill for something like this and forces you to clone the live chat window templates if you wish to keep them the same. In V4, will there be / can we get the ability to specify the URL to the different statuses when generating the tag?

Also, can we have the ability for nothing sent back with the JavaScript call for specific statuses? Say we want to make it so it only shows an image when staff are online, it should not send anything when a user visits for the other statuses. I know we can use a spacer image but again overkill for the job.

[Joost Sanders]

Originally Posted by craigbrass

Jamie: Quick question. Currently, if you wish to use different live chat icons (online, offline, etc), you have yo create a different template group. This is a bit overkill for something like this and forces you to clone the live chat window templates if you wish to keep them the same. In V4, will there be / can we get the ability to specify the URL to the different statuses when generating the tag?

+1 for Craig's suggestion.

An extension to this migth be an xml/soap request just returning the status, so the client website or application can do their own trick according the status received.

[craigbrass]

+1 for Joost's request, too!

[WireNine]

All you're missing now is customer survey/feedback for chat requests, allowing visitors to rate the chat session based on a 1 to 5 star rating and provide feedback.

It would be nice to have a html online/offline image which would allow the visitor to ask a question, and start a chat something that LivePerson supports.

[Jamie Edwards]

Originally Posted by WireNine

All you're missing now is customer survey/feedback for chat requests, allowing visitors to rate the chat session based on a 1 to 5 star rating and provide feedback.

As said in the blog post, we'll implement this for chats and tickets.

It would be nice to have a html online/offline image which would allow the visitor to ask a question, and start a chat something that LivePerson supports.

Request noted

[Jamie Edwards]

Originally Posted by craigbrass

Jamie: Quick question. Currently, if you wish to use different live chat icons (online, offline, etc), you have yo create a different template group. This is a bit overkill for something like this and forces you to clone the live chat window templates if you wish to keep them the same. In V4, will there be / can we get the ability to specify the URL to the different statuses when generating the tag?

I believe so, I'll check

Also, can we have the ability for nothing sent back with the JavaScript call for specific statuses? Say we want to make it so it only shows an image when staff are online, it should not send anything when a user visits for the other statuses. I know we can use a spacer image but again overkill for the job.

I'll talk to Varun about this, thanks for the suggestion

[Jamie Edwards]

Originally Posted by Joost Sanders

An extension to this migth be an xml/soap request just returning the status, so the client website or application can do their own trick according the status received.

I think that a JSON response would be more appropriate, as it is easily handled by applications and, of course, the browser (for some JavaScript logic). Please keep thee suggestions coming

[Carl Silver]

Jamie,

Regarding the Email A Transcript option, You say

Copies of chat transcripts can be e-mailed to an address at any point in the chat, without having to leave the session.

Is there/will there be an option to make this function like the LivePerson system, in that when a user requests a transcript (at any point during the chat) it is sent at the end of the sessions, thus they get a complete history, not just a transcript up until the point they requested it?

Thanks

[multipoint]

Just have a couple of suggestions for the email handling in version 4 -

Clearly one of the reasons customers use kayako is to try to limit the number of email questions by answering the FAQ's before they are transmitted. Using the same logic can the predefined replies be logically filtered based on the email content. The most obvious, relevant replies should be clearly displayed therefore enhancing the level of assist Kayako provides to the speed of replying.

Along the same lines can template tags be used in the predefined replies. If Kayako was able to recognize the most likely name associated with the initiator of an email it could then automatically prefill the name into the predefined replies making them appear more natural and customized.

Also improving the filtering and searching capabilities of emails would be most appreciated. This is one of the weakest areas we have found in the current Kayako. We tend to struggle to find older emails. Having the ability to generate a multi tier filter tree would be of great assistance.

Hopefully the spam filter is still to be an addition within v4. If not it would be nice to see a easy option to configure 3rd party filters like Postini.

[christophe.b]

Is it planned to have the live chat application be running on MAC OS X or Linux ?
Just having it under Windows is limitating.
Thanks

[Jamie Edwards]

At launch, just Windows. However, we will be developing native clients for the Mac and Linux as soon as we can.