LiveChat is Getting a New Chats Section

New Chats section after LiveChat redesign

Today, I want to show you the next design change we’re planning: the chats section. However, before we dig into that, a quick reminder that the new menu is already available in LiveChat!

The main difference between the new and the old menu is its position. It’s located on the left, opening up more space for menu items as well as a new way to display chats, which you will be able to see in today’s post.

Make sure to let us know what you think about the menu change via email and, as always, by chatting with us!

Let’s welcome the new chat section

Without postponing it any longer, here’s how the new chats section will look:

New chats section after LiveChat redesign

This may seem like a ton of changes but all your favorite tools and features are there. Now, in a better-looking, more organized way.

Let’s go through all the major sections one by one to show you how the redesign will affect your work.

Vertical chat list

First off, a new chats list has replaced the old chat circles.

The biggest difference here is the ability to handle and move between more than six chats. You can fit more conversations on that list since it grows downwards instead of sideways.

What’s more, the list will store not only your ongoing chats but also all your queued chats and conversations you supervise. This allows you to see all the chats assigned to you as well as coach other agents while still being able to handle chats yourself.

We’ve updated the shortcuts as well so you can have an easier time moving between the listed chats. For example, alt + arrow keys will allow you to go up and down the list.

Updated chatting section

Secondly, the chatting section itself looks more modern now. We wanted to make better use of the space available and make it more in line with other popular chatting tools.

The familiar conversation look comes with all the tools you know from the old design: message sneak peek, canned responses, tags and more. Additionally, agent messages are now noticeably different from customer messages, which makes it easier to understand what’s going on in the conversation.

Clear customer details

Finally, the customer details section that provides useful information about your customers.

The biggest noticeable difference is the new, more useful map. We decided to put it front and center instead of hiding it within each chat circle.

Overall, the customer details section have been cleaned up. You will now have an easier time when trying to find specific information about a customer on the list.

The new chats section coming soon

You will soon get a chance to use the new chats section yourself. It should be available in your LiveChat within the next couple of weeks. We’ll let you know via email and in-app messages as soon as it’s available.

As an addition to the new chats section, we’ll also include the design switch I mentioned in the previous post. The switch will allow you to go between the new and the old designs, which will make the transition a bit easier.

As always, feel free to comment on the post and give us your feedback about the design. You can also email us at or simply start a chat with us!

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  • Looks good!!

    • Overall, the customer details section have been cleaned up. You will now have an easier time when trying to find specific information about a customer on the list.

  • Pawel Antkowiak

    What about possibility of adding customer details in a form of a) text b) iframe ? We use them both

    • It will be supported, as it is in current version.

      • Pawel Antkowiak


  • On phone app, customers details are a bit hard to get by. There is need for 2 extra click/touches to see details… can that be enhanced somehow?

  • Jekaterina

    Looks good, but would be more convenient, if searching tool would be accessible from any page of the tool, for now it was added only into the Archives section.

    • Hi there!

      Global search is something we’re planning on adding in the next few iterations. Stay tuned!

  • Aleksandra Leksy Rolland

    Looks good, I hope chats circles will not change their positions and switch between each others :)

    • We will move inactive chats to the bottom and keep active chats at the top. Otherwise, the chats will not jump between one another.

      • Raziel Sarafan

        The sad thing is I actually loved chats switching places, always having the one who is waiting for the most to the left. Super handy when you’re talking with 4-5 customers. The opinions are divided, though I believe there is a solution. Don’t be a dictator, just let us choose the layout. I know you can switch between old/new chat section, but what we want is the top menu back where it was. Don’t tell anyone but our management is already thinking about switching to chat by FB due to those company-wide hated changes.

    • Peter Marmo

      Agree, that was very confusing on the the previous layout.

  • Kate Bell

    Please can you to enable emoji’s like in skype for business and social media business platforms ?

  • Rosie

    Please can we have some Emoji’s? It really humanizes you as an agent and makes for a friendlier interaction! It also helps convey tone that language style and exclamation points just can’t (!) :)

    • The Emojis are coming. Stay tuned for more information!

  • Pawel Antkowiak

    How it is going to be indicated which group is chat from?

  • Kim Karimi Morisett

    I wish we could edit the “Visitor” name when we find out who they are, and that it would store this new name for future chats as well :)

    • Hi Kim,

      That’s something we’re planning to look into after the initial redesign phase has been completed :) Thanks for the tip!

  • Ramon Minino

    is it possible to be able to see all active chats (4 total) at the same time so I can see as they are typing?

    • Hello Ramon,

      Thanks for the comment! Do you mean 4 simultaneous chat sessions on one screen? Because you should be able to see when someone is typing on the chat list.

  • Vanessa Jales

    I like the “new face”. But see if you can help us. I would like the time to increase when we transfer service to another agent. And that the alert would be visible as soon as a client requested service.

  • Edmund Ciaccia


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  • Edmund Ciaccia