help.olark.com :: Feedback and Suggestions

Prevent new chats without logging off

Thu, 16 May 2013 16:28:10 +0000

If I'm in a chat with one or more customers and I need to log off, there should be a way to end those conversations without having to log off. If I stay logged on, I will continue to receive messages I won't be able to respond to, which appears unprofessional. If I log off, I can't continue existing chats.

Stop Animation on Page Load

Thu, 18 Apr 2013 19:20:20 +0000

Any way to do this? It is really distracting to see the pop up when looking at tedious documentation. Would rather the "Live Chat" tab just be there with no animation.

API Hook For Attention Grabber

Thu, 21 Mar 2013 19:27:57 +0000

Hi, Loving Olark and all the API customisations. What would be really cool is if we could get an API hook to customise the Attention Grabber image, like we already have for text changes within the chat box. This way, running Olark across multiple sites, not only can we customise text but we could have a specific image tailored to the actual site itself, which would almost certainly become even more meaningful to site visitors. I know that our old chat hosts (ProvideSupport) had this enabled where you could just specify an exact URL to the image from within their code, so I guess it would be a case of having an API hook that just accesses an absolute image URL maybe?

New pricing plan

Mon, 11 Mar 2013 18:32:52 +0000

Hi! I'm suggesting a new pricing plan. For our situation, we have multiple operator needs with very few chat interactions. We'd love to see a pricing plan with multiple operators and limited chats (for a lower price than your lowest multiple operator level). We typically don't have more than 1 chat a day. Thanks! JF

Auto reply after {X} inactivity

Thu, 21 Mar 2013 12:45:55 +0000

Sometimes I don't hear chat requests come through, sometimes I step away from my computer for just a minute , sometimes Im engrossed in something else.... It would be unbelievably amazing if a canned response could be sent if a user's chat is not responded to in {X} secs / mins. I actually miss more chats than receive I think - just because of instances that happen even before an "away" status could kick in.

Make Question required on new chat

Fri, 28 Dec 2012 12:08:42 +0000

Would be great if there was an option to make the Question part of the chat inquiry required. In that way, when dealing with many incoming chat requests it would be easier to know which ones to answer first.

Change in The Olark Chat Console

Wed, 19 Dec 2012 22:03:13 +0000

We rolled our a small but important change in the Olark Chat console today: we added some segregation in the left hand buddy list, separating by, Recent Conversations vs Operators vs Visitors. Is this clearly laid out, does it communicate adequately and intuitively what it is your seeing as you look at site visitor presence? We'd love, love, love your feedback on this. Please post here your impressions and ideas. thanks, BT

New Support Center

Tue, 18 Dec 2012 23:12:16 +0000

Hot or not?? Do ya like it or did we miss something. All feedback welcome.

Targeted chat, new ideas

Fri, 21 Dec 2012 15:44:02 +0000

Do you have any ideas for new rules that our current Targeted Chat rules don't cover? We're all ears.....

Include user browser type & version w/ every chat

Fri, 24 Aug 2012 21:16:52 +0000

Would be very useful in tracking down bugs mentioned by users during chats to append their browser type & version as part of their chat details, as you do IP Address.

Canned responses

Fri, 28 Dec 2012 09:26:32 +0000

Sometimes we get the same question over and over again, and we're a university, so sometimes the department in question won't play along to fix the opaqueness of their process to solve the root problem. So we're stuck replying the same thing many times a day. If we could create canned responses and then use bang-commands like instead of typing in: Here's a help article on how to register with CMS PeopleSoft: http...... we could instead say: !respond cmsregister

Nimble Integration

Thu, 02 Aug 2012 00:03:22 +0000

Hi guys, Thanks for the awesome work you do, I´m really impressed with Olark. I don´t know if you are aware of Nimble.com but it is by far the best CRM I´ve put my eyes on, really ahead of desk.com and others crms. I wonder if you could help me to integrate Olark with Nimble, this is the final step to deploy Olark at my company cause it would be very nice to see the interations on chat at the CRM. Thanks in advance, best Regards.

Change the template for offline email messages

Thu, 18 Oct 2012 07:58:27 +0000

It would be great if we could customise the template of the email that we receive when a customer sends us a message while we are offline. I receive a significant number of emails like this, and I reply to them all. The only problem is it contains information that I don't want going back to the customer (they don't need to see our referral information or amount of information tracked of the visitor). This means every time I reply I need to go to the original email and delete this information. When dealing with many emails this is taking a lot of extra time. It would be great if I could configure the email I receive to not contain this extra information (I don't use it anyway, I have google analytics for that).

Targeted chat, it's here. What do you think about it?

Fri, 27 Jul 2012 23:43:07 +0000

Yep, it's finally rolled out in all its glory Targeted chat: http://www.olark.com/blog/2012/targeted-chat/ What do you think about it? Any suggestions for new rules, new ways of using it? Any questions about how to use it or did you find a bug?!!? Let us know. we're proud as punch of this new feature and find it super fun and useful, but we're certainly interested in hearing how y'all out in the wild are doing with it. Bill T

Ability to reposition and ability to turn off email requirement

Wed, 30 May 2012 19:53:33 +0000

It would be good to be able to reposition the chat window- we have tried and failed to do so, as the bottom right of the screen is a bad place for us to have it. Also, can we turn off the email requirement, as this does put people off asking questions. regards Ed

Require Name And Email

Tue, 15 May 2012 00:09:02 +0000

It would be nice if the "Pre Chat" options were a little more flexible. For example, we would like to be able to request the visitors first name and their initial question. We do not want to require an email address because we believe that will be a barrier to chat.

Round Robin of awesomeness

Tue, 08 May 2012 04:33:12 +0000

We have some feedback on the round robin feature :) - Allow admins to view all chats as they arrive, for moderation of response - Allow grouping of sales to choose round robin, while support is open to all - Specify an end time for round robin, i.e. after 6pm. We <3 Olark!

Pop Outs Sent to All Groups Fix

Fri, 06 Apr 2012 21:28:08 +0000

Hi All, Loving the service. However, one thing I've noticed is that when a visitor uses the pop out function on the chat window and then sends in a chat, it overrides the group rules on the page and sends the chat request to every operator even if they are in a group who is not supposed to receive the chat. Is there a fix for this or is it something that you're planning for the future? Thanks! P

Sharing files in the Chat box

Wed, 03 Apr 2013 14:29:44 +0000

Getting this party started by bringing forward a suggestion I got from a person in chat yesterday. He wanted the ability to file share docs like pdf, word and any text docs by dragging and dropping them into the chat window. Seems like this would be a great feature for sales people to use to get hard-copy info directly to leads they're chatting with, as well as CS and tech support folks being able to pass white paper and kb articles in hard copy to chatters. vote this idea up or down or chime with your opinion. Thanks,, Bill T