Updates

Take a peek under the hood

Roadmap

The Knowler software is developing quickly. Some really interesting features are going to be released in the upcoming months. This roadmap gives you a clear overview of the features that have just been released, the features we are currently working on and what’s yet to come. Click on a feature for more detailed information.

Software update

We are constantly improving the functionality of the software. It means we’re releasing new features that are convenient for both operators and visitors, but we’re also fixing, cleaning and removing unnecessary aspects and the software. Executing fixes and improving the software with new features requires diligent attention since all releases also have to be tested thoroughly. Apart from today’s release, other improvements and features are soon to be released. Our roadmap informs you about the releases that are already finished, the ones that are in progress and what else is yet to come.

Below a list of fixes, code refactors and an added feature are displayed. Some points are provided with further explanation, the others are self-explanatory.fix:

  1. Fix in the order function for routing algorithms.
    The routing algorithms refer to how chats are appointed to specific agents. Knowler allows you to match specific types of customers to specific types of chat operators.
    To give an example, customers that are looking to buy or pay less can be linked to your specialized sales employees. On the other hand, support questions can be linked to your customer service.

  2. Feat: added HSTS header “max-age=63072000; includeSubDomains”; to all api /sitemonitor/ calls.
    HSTS stands for HTTP Strict-Transport-Security response header, which is a security improvement.

  3. Fix: several fixes, such as messages order and tags on really slow connections from visitor side.
    This order of text balloons is fixed when visitors are experiencing connection issues.

  4. Refactor: Cleanup unused and no longer used code in our component.

  5. Fix: operator sounds were causing issues in some IE versions.

  6. Fix: visitor’s messages disappeared after reconnection.

  7. Fix: virtual chats module has been improved with several extra fixes.
    This is the module that is used to communicate our system with the KPN Genesys system.

  8. Refactor: removed loadsh/jquery libraries for these plugins: overview and details views, chat widget visitor and operator, cobrowsing, cobrowsing_info, GUA, Canned   responses, custom button, invite, shortkey, chat forwarding, web tabs, visitor track, success codes, block visitor and chat operator menu.

Chat follow-up email

The chat follow-up email is a new feature released to automatically forward chat transcripts to the right person/department. After finishing a chat the chat operator assigns one or more result codes to the chat that are connected to specific email addresses. E.g. a chat with result code ‘lead’ can be directed towards the email address of the sales department. Chat operators do not have to copy paste texts. All the chat operator has to do is click “OK” en the chat is directed towards the correct email address. In case the chat operator has to make an important notification of the chat, this can be added manually. A convenient way to for example say that the chat demands a quick reply.

How do I install the chat follow-up?
You install the chat follow-up by going to the follow-ups page:
Management -> Chat campaigns -> choose your website -> icon settings (top right) -> follow-ups -> more options
Consequently, at the bottom of the page you can enter the email addresses per result code: standard, general, sales, support and other. You can enter more than one email address per result code by adding a semicolon and space between two email addresses. Did the chat operator not assign a result code to the chat, then the script will bes end to the email address that is inserted in ‘general’.

Adding a result code
You can create additional result codes by going to ‘goals’ in the column on the right. Go to ‘see settings’ to add new result codes. You can choose to enable assigning multiple result codes to a single chat, and whether chat operators can close the chat without assigning a result code. Automatically forwarding scripts is very efficient, for example when you have a specialist that you want to answer specific questions. Then, just add result code ‘specialist’ and connect his or her email address to it.

Increased efficiency
The chat follow-up feature saves your chat operators a lot of time, because they don’t have to forward chats to specific email addresses manually. Moreover, chat transcripts are always sent to the correct person or department.

Auto-forward & Hybrid chat

Today we launch two new important features that will make life for your chat operators easier and increase chat performance.
Auto-forward: is the feature that is used to forward chats after a certain period of time. Chats can be forwarded to any other account, like: other chat operators, another internal department or the external chat service team of LiveChat Service. The auto-forward feature can be installed at any preferred time stamp.

Hybrid chat
In case your chat operators are having difficulty replying within 30 seconds and/or you wish to chat outside working hours too, hybrid chat can be a valuable solution. It allows you to forward chats to the external chat service of LiveChat Service. They work with experienced chat operators that handle the chat from 07:00-23:00 during the week and 09:00-23:00 on the weekends. Hybrid chat allows you to always react to visitors’ questions within 30 seconds. Also, website visitors are able to ask questions outside of work hours and during the weekend.

Knowler Redesign

The operator interface of the Knowler chat software has a new look. The software works exactly the same as before, it’s purely a matter of design. We are constantly looking to improve the software in functionality and safety, but we also think it’s important that the software looks good and clear. You don’t have to worry about alterations in the way the software works. The redesign concerns the operator interface, and within a short period of time the management interface will follow.

Design
The main reason for the redesign was to give the software a better appearance, simultaneously creating more unity and clarity. The operator interface consists of two modi: the overview modus and the detailed modus. In the overview modus the chats are displayed next to each other, just like before the update. In the detailed modus one specific chat is displayed, showing the other open chats on the left side of the screen. In the detailed modus on the right side of the screen you see the canned responses that are linked to frequently asked questions. By using shortkeys in the chat you connect to the canned responses. Whenever the website visitor of a leasing company is asking a question about addition, the chat operator can for example type in #addition directly displaying possible answers about addition.