This article provides a roundup of the new features released in Zopim over the last few months.
For a list of recent features in Zendesk, see What's new in Zendesk: August 2016 roundup.
- Chat routing analytics update adds two new metrics to Zopim Analytics: Acceptance and Capacity. The Acceptance metric is the ratio of assigned chats that have been accepted by an agent. The Capacity metric (beta) represents the theoretical amount of chats your entire account can handle, based on the number of agents logged in, the average chat duration, and the chat limit of the agent. See Monitoring chat capacity. For a glossary of metrics used in Zopim analytics, see Analytics CSV glossary.
- Widget security settings update provides a Blacklist Country option to hide the Zopim chat widget in specific countries and a Whitelist domains option that lets you select the website domains you want the Zopim Widget to appear on. This enables you to limit which websites can show your Zopim Widget, and ensures that no one can take your chat widget code and use it on other domains not specified. See Configuring widget security settings.
Also, now you can further customize the Concierge, which is the first thing a customer sees. In addition to using our API to modify the name, avatar, and title of the Concierge on your website, our new API option enables you to customize the entire concierge area. You can hide the avatar, modify the concierge name/byline, or remove the Chat Ratings (thumbs up/down) option. And, if you want, you can now remove the whole concierge area. You can get information on this new API here.
- Chat SDK v1.3 update separates the user interface (UI) and features of the Chat SDK. This means that, if you want, you can build your own UI or use one provided by a third party. This gives you more control than ever before over the chat experience your users have in your apps. And if you don't want to do that, don't fear! The Chat SDK still provides a great UI out of the box, so you can get going with the Chat SDK in your app in less than an hour. To upgrade or to get started, see Chat SDK for Android or Chat SDK for iOS.