Changelog

Windows agent console 3.5 — idle policy, sharper visitor triage, and a grid you can shape

The biggest update yet for the Windows desktop console. The theme is answering two questions faster: who needs me right now, and am I still on shift. Everything below is in the current download — the console now tells you when a newer build ships, so you won't miss the next one.

It knows when you step away. Set yourself to Away automatically after a few idle minutes (your previous status is restored the moment you touch the keyboard), and optionally lock the console behind your password or drop the desk connection when you've been gone a long time. No more chats routing to an empty chair — and no more visitor list left readable on an unattended screen.

Triage at a glance. Browsing visitors now split into Online and Away (no page activity for five minutes), so you can see who's actually at their keyboard before you invite them. A filter bar across the top of the visitor list shows live counts — All / AI / Chatting / Waiting / Online / Away — and one click filters to that group. First-time visitors carry a NEW badge, and visit timers now tick live instead of freezing between updates. If nobody picks up a waiting visitor, the alert repeats until someone does.

Make the visitor list yours. Show or hide any column, drag the order around by right-clicking a header, or hide the page/host column entirely on a shared screen. Your layout is saved to your account, so it follows you to any workstation you sign in from.

• Keyboard flow: Ctrl+Tab / Ctrl+Shift+Tab cycle conversations, Ctrl+1–9 jump straight to one, F1 lists every shortcut.
• Drafts survive restarts: a half-written reply is still there after a crash, an update, or an accidental close.
• Stronger credential security: a saved password is now encrypted with Windows data protection instead of being merely encoded. Existing logins migrate automatically on next save.
• Screen-reader support: icon-only buttons now announce themselves properly to Narrator.
• Context without leaving the chat: when a visitor moves around your site mid-conversation, the transcript notes it (“→ Visitor opened /pricing”).

Grab it from the downloads page — installer or portable ZIP, both the same build.

Voice input, audio chat & video chat in the chat window

The chat composer now ships with three real-time channels alongside text: voice input (visitors dictate messages instead of typing — a big win on mobile and accessibility), one-click audio chat, and one-click video chat — all inside the same chat window, no separate app or download. Permission prompts use native browser flows; calls are WebRTC peer-to-peer with TLS signaling.

• Mic, phone, and camera icons appear next to the paperclip in the composer when enabled.
• Per-template, per-agent, and per-department toggles in /dashboard/config_embedtemplate.ascx.
• Transcripts include a "voice/call" marker so reviewers can find call moments fast.

Tabbed launcher templates (Home / Messages / Help)

The first layout-different livechat3 templates ship today. Until now every template was a single chat thread varied only by colors. Templates 102 (Tabbed Launcher) and 103 (Help-First) introduce a tabbed panel paradigm: same widget surface, three modes the visitor flips between — a Home greeting card with quick actions, the chat thread, and a help-center search that pre-loads popular articles on tab open.

Header overflow menu carries Sound on/off, Restart conversation, and Copy transcript (clipboard-write with execCommand fallback). Mobile drops to icons-only tabs and a full-viewport sheet under 420px. Both templates share i18n keys so admin-customized copy applies to either pick.

• Preview Tabbed Launcher (chat-forward) · Preview Help-First (docs-forward)
• Switch in /dashboard/config_embedtemplate.ascx — both appear at the top of the picker as featured templates.

Public Trust & Security page v3035

Procurement teams asked, we answered. New /trust.aspx covers security posture, GDPR support, DPA access, regional hosting choices, deletion workflows, sub-processor list, and trust-document request flow. Live status pill links to the existing server-status page.

Developer Platform landing

Dark-themed dev landing at /developers.aspx with cURL / Node / Python quickstart tabs, full REST API endpoint reference, webhook payload docs with HMAC verification snippet, and Visitor SDK quickstart. Designed for the engineer evaluating integration before signing.

Smart Triggers + visible bubble

Admin-defined client-side rules that proactively pop the chat widget. Conditions DSL: URL match, time on page, scroll depth, exit intent, returning visitor, idle time, device class, referrer match. Per-visitor cooldown via localStorage so the same trigger doesn't pester twice. Eight starter templates ship in the admin UI for one-click setup (pricing dwell, exit intent, returning visitor, checkout dwell, mobile welcome, deep scroll, idle visitor, From Google).

Visitor-side proactive bubble UI renders the trigger message above the launcher with Reply / Dismiss buttons, hover-to-pause autoclose timer, single-bubble model, mobile-responsive.

Visitor Segments with filter-to-SQL translator

Saved filters over the Visitor CRM. Visual rule builder with field/op/value rows, all-rules-match (AND) or any-rule-matches (OR) modes. Server-side filter-to-SQL translator covers standard fields, custom attributes (via AttributesJson LIKE), and tracked events (correlated EXISTS). SQL-injection-safe: every value passes through parameterised queries. Live-preview match count in the modal builder.

Eight starter-pack templates: Hot leads, Active in 7d, At-risk, Anonymous browsers, High-value identified, Recent signups, Page-view fires, Paid plan.

Visitor CRM v1 + JavaScript SDK bridge

Per-site visitor identity store with profile, custom attributes, and event timeline. dbo.Visitor + dbo.VisitorEvent tables, dashboard viewer at /dashboard/visitors.ascx with search + drawer detail.

The Visitor SDK (mlc-visitor-sdk.js) gained a backend bridge: boot({ apiToken, apiUrl }) opt-in + identify/update/track now mirror to the v1 API via debounced POSTs. Same Intercom-compatible call shape so existing instrumentation ports cleanly.

Chatbox Behavior settings page

Admin-friendly settings page mirroring Crisp's Chatbox Behavior layout. 12 toggles across 5 sections: default-tab, visitors (email/phone/force-identify), files (allow files / audio), Knowledge Base (show in chatbox / KB-only mode / nav mode), status (online indicator / typing dots). Cross-field rules enforced both client-side (visual disable) and server-side. Auto-save with the standard "Automatically saved" pill.

Knowledge Base + public Help Center

Major product addition. dbo.KbArticle table with status workflow (draft / visible / hidden) and an independent UseForAi flag — the AI bot can train on internal-only docs while the public help center stays public-only. Markdown editor with live preview at /dashboard/kb_article_edit.ascx.

• Public help center at /help/?sid=N + per-article reader
• Categories CRUD + customization (logo, accent color, banner)
• Search analytics: top queries, no-result queue, rising terms, CSV export
• Bulk markdown import + one-click migration from legacy AI training sources
• Was-this-helpful per-article feedback loop

Integrations directory

Crisp-style channel marketplace at /dashboard/integrations.ascx. Four sections: Website (HTML / WordPress / Shopify / etc.), Messaging (Slack live; WhatsApp / Messenger / Telegram / Discord roadmap), Email (reports + templates live; Gmail / Outlook roadmap), Developer tools (REST API / webhooks / SDK / AI). "Soon" tiles open a request-access modal so the team sees demand for each unbuilt integration.

Public REST API v1 + Slack integration + outbound webhooks

Major API milestone. Token-authenticated REST API at /v1/api.ashx with read + write resources: tags, conversation_starters, handoffs, transcripts, usage, feedback, visitors, webhook_subscriptions, whoami. Bearer-token or query-string auth. JSON envelope with X-MLC-Request-Id on every response.

Native Slack integration: per-event subscriptions (handoff, feedback) with Send Test Message verification. Generic outbound webhooks with HMAC-signed payloads for any third-party receiver.

AI Plan Gating

Critical revenue protection. Every consumer of AiGlobalConfigRepository.GetManagedOpenAIKey() now checks the calling site's plan before drawing on managed AI — so free-plan sites can no longer silently burn the provider's quota. Friendly error copy + deep-link to the AI purchase page when gated. Bring-your-own-key customers unaffected.