Userlike changelog www.userlike.com

Product update

Messenger:

• After a conversation ends, contacts are now asked if they want to continue the same conversation or start a new one. If "Continue conversation" is selected, earlier messages are loaded dynamically so that the main focus is on the current conversation session.

Message Center:

• An operator overview is now available. Operators can therefore see which colleagues are online, away or offline.

• Selected chat topics are now always displayed at the top and can be cleared with just one click in case the topics are no longer needed.

• Notes get a pin icon to make it clear how to save them.

• Live translation can now be enabled for completed and unassigned conversations.

Dashboard:

• While voice messages could either be enabled or disabled for both operators and contacts, there are now separate options so that you can allow only one party to send/receive voice messages.

Fix

Messenger:

• Online operator is displayed in header instead of offline team name.

Message Center:

• Navigation events are clickable again.

Product update

Message Center:

• During a video chat, you can now switch between normal view and full-screen mode.

• Chat macros are sorted alphabetically, making it easier to find your canned responses.

Messenger:

• Since you can also receive WhatsApp, Facebook, Telegram and Threema messages through Userlike, these contact channels can now be additionally displayed on the Messenger Board.

Dashboard:

• Link previews can be disabled in the Widget Editor.

Miscellaneous:

• Improve connection for the latest Chrome version when Message Center tab is in the background.

Fix

Channels:

• No more duplicate offline messages in channel conversations

Notifications:

• Display correct timezone in email notifications

Product update

New features:

Video chat and screensharing are here! In addition to audio calls, you can now add video and share screens with contacts.

New signup flow:

New operators no longer need a username. They can simply log in with their email address. Usernames and password will continue to work for existing operators.

Message Center:

• Inbox: Navigation events are not shown anymore if the widget is in privacy mode.

• Inbox: Texts will temporarily not turn into emoji. A text-to-emoji replacement will return in a future release.

• All Conversations: Bot conversations with no human interaction no longer appear. Conversations in which the contact actively engaged with the bot by selecting options or clicking buttons are still displayed.

• All Conversations: Operator preferences are saved. If you sort conversations by first or last contact message and newest or oldest first, these preferred settings remain even after switching tabs or after logging out and in again.

Analytics:

Analytics labels have been made clearer.

Widget Editor:

Inactivity Prevention: Shorter timeouts are available for unanswered offline conversations so that conversations can already be forwarded after one minute.

Product update

Analytics:

• While you could previously only filter by operators, there is now also a filter for unassigned conversations.

• An overview is now available for the operator status, which shows how much time a certain operator was online, absent or logged out in total, or had full slots.

Email notifications:

• System emails have been revised. The format was made more consistent and Userlike's branding was made more subtle.

API:

• Version 2 of our JSON API was published

Fix

Messenger:

• Unread message counter synchs properly when no feedback form is active

Message Center:

• System messages displayed in operator's profile language

Channels:

• Resumed WhatsApp conversations stay with operator when operator is online and available
• Media messages delivered via Facebook Channel

Product update

Widget Editor:

• You are now able to customize all button texts and Messenger options, such as "Start new conversation" or "Send file".

• To make sure you know exactly which text you are editing, the widget preview has also been optimized. It now always shows you exactly where a certain text will be visible in the Messenger.

• Messenger translations are now available in additional languages: Bulgarian, Estonian, Greek, Latvian, Lithuanian, Norwegian, Slovak, Slovenian

• In the Widget Editor you can define if your operators and contacts can send and receive all file types or if you want to send and receive only images, audio, video as well as text and PDF files for security reasons.

Message Center:

• When you resume a conversation which is assigned to a different operator, it is now automatically assigned to you.

• Bot bubbles and carousels now include timestamps so that these conversations are correctly sorted under "All Conversations".

Fix

Message Center:

• Show all notes in transcripts

• Characters escaped properly when using the Live Translation

Messenger:

• Avoid adding blank spaces when submitting a token

Product update

Analytics:

• Implementation of a new Analytics infrastructure
• Migration of existing Analytics data to the new system
• Note: Due to the data transfer from the old to the new system, Analytics data for Unified Messaging will not be available for a few days after the release. As soon as your data has been completely moved to the new system, you will have access to all data again as usual.

Message Center:

• Pagination: Older messages in a conversation are loaded dynamically, for example when scrolling up in a conversation. This optimizes the loading speed for very long conversations.
• Flexible sorting: After the release, you can decide for yourself how the conversations under "All Conversations" are to be sorted - whether based on the first or last message of the contact and whether starting with the oldest or newest conversation.
• Live translation: Thanks to the AI-driven live translation, you can easily answer international customer queries. To further improve the quality of translation, proper names can now be excluded from translation by placing them between hashtags, e.g. the word "dog" would not be translated if you type #dog#.
• In addition to the operator picture, the operator name now also shows up in the overview under "All Conversations".

Miscellaneous:

• Skill-based routing with selected rights: The rights of an operator used to be based on the role and their operator group. Now skill-based routing for different roles and rights has been revised.
• Limited access: If an operator has limited permissions, restricted areas are greyed out for this operator.

Fix

• Facebook channel: Avoid duplicate messages sent via channel

• After discovering, developing and testing, you can now access a bunch of new features and improvements.

Dashboard improvements

• We’ve improved the widget preview so you can see your changes instantly when you’re adjusting your design.
• Under “Channels”, we’ve split the different messaging apps up into tabs. This helps you keep a better overview of your channels and will load the site faster.
• We’ve boosted our performance so that carrying out actions such as loading your widget overview is now significantly faster.

Chatbot improvements

• The validation of UBL chatbot scripts has been optimized so that fewer and more targeted error messages are sent.
• Bots now support various media, e.g. images and videos. If media was previously sent via bots as a link, the bot now displays it as if it had "uploaded" the respective file itself.
• In addition to the previous "bubbles", "carousels" or simple messages, a bot can now display so-called "buttons" to show response options. "Buttons" are hyperlinks. The bot can send response options with links behind them, e.g. the option "Make an appointment" can lead the contact to a URL with your calendar.
• If the contact selects a bubble or carousel, the entire content of the clicked element will be returned instead of index numbers only. This makes it easier for you to track in the backend which way a contact went with the chatbot.
• Decide what should happen when your customer wants to be forwarded to a human operator when no one is online. Prevent the forward action from failing by defining a fallback. For example, you could send them your WhatsApp number or email address.

WhatsApp channel improvements

• To answer WhatsApp requests even after 24 hours, a message template approved by Facebook/WhatsApp is required. From now on, you can create multiple templates and select which of your templates you want the WhatsApp contact to receive before sending the approval request.
• Placeholders can now be inserted in message templates, e.g. for the contact or operator name. Thanks to the template selection and placeholders, you can still offer personal support via WhatsApp outside of the time window of 24 hours.

Message Center improvements

• Operator lists are now consistently displayed in alphabetical order, for example when forwarding a conversation or assigning it under "All Conversations". In addition, the loading speed has been optimised.
• Userlike now "speaks" 24 languages. With our live translation tool, you can serve customer requests in the following languages: Bulgarian, Chinese, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hungarian, Italian, Japanese, Latvian, Lithuanian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Swedish.

Website Messenger improvements

• The proactive mode was redesigned. If an operator is available, an additional speech bubble appears above the chat button and the welcome bubble, reminding you of a personal invitation to chat.
• System fonts are now supported. If you do not want to choose your own font, you can activate the system fonts in the Widget Editor. System fonts have the advantage that they do not have to be loaded from your server or ours, which increases the performance of the chat.
• The option to close the Website Messenger has been moved to the menu in the conversation list and renamed from “Close messenger” to "Clear history."
• If there are multiple links within a message, only a preview of the last link is now displayed to keep the preview clear.
• More emoji are available now!

Product update

New

After the upcoming release on Friday, the 30th of October, 7PM CET, new prices will apply to new customers. Existing customers will continue to pay the old prices. Read all about it here.

Service announcement

With our last release, Unified Messaging has left its beta phase and is now Userlike's default product!

You can still use our old Live Chat product if you’re on a paid Userlike plan, but it has moved down in the left navigation bar below Unified Messaging.

Just scroll down to continue using your Live Chat product.

For an overview of Unified Messaging, check out the introductory webinar:

• English
• German

Happy chatting!

Service announcement

If you are using Userlike Free, your account will be switched to our new product "Unified Messaging" on the 7th of August.

This is good news, especially if you’re a smaller business. Unified Messaging makes it easier to offer website support for those without a dedicated support team. Like mobile messaging, you can answer your customers when it suits you.

For a quick tour around the new Userlike product, check out this webinar:

The following article explains exactly how the transition of your account to Unified Messaging will take place: https://userlike-en.helpscoutdocs.com/article/583-unified-messaging-migration-for-our-free-account-holders

If you have any questions, don’t hesitate to get in touch 🙂

Happy chatting!