• Added Projects section.  This feature allows users the ability to organize and group sessions in one place.
• Add documents to projects.
• Take and add photos to projects.
• Share projects with individuals outside of your organization.
• Export the sessions view into an Excel or CSV file. 
• Moved Users and Settings to top right drop down under Admin Profile

• You can now sort the Sessions table by date or prioritize Ready for Review records to show first. This new toggle is located on the Settings page under Notifications and other Settings.
• We added the ability to edit the Title, Headline, and Notes of existing forms on the Settings page.
• Various bug fixes.

• Added Toolbox feature. Click the Toolbox icon during your call to access background blur, virtual backgrounds and a notepad icon for the ability to take notes.
• The Videos tab was renamed to Sessions in the navigation panel.
• Added the ability to annotate snapshots - Click on any snapshot and you will see the annotation options.

• Customization tools have been added to the web form section.  Add custom fields and additional instructions to your forms.
• Create multiple Web Forms.
• Added the ability to create unique QR codes for different Web Forms. 
• By default, Ready for Review recordings will be at the top of the Videos section.
• Clearer REC button for customers who are being asked to complete an async recording / request recording video.
• Various bug fixes.

• Added ability to add organization wide tags in settings area by admin users.
• Added the ability to filter the video library by tags.
• Added request for phone number when contacting support.
• Various bug fixes.

• Background blur for PCs/Desktop.
• Text message sent with recording link, when customers fill out the Web Form.
• Resolved Safari playback issue affecting older versions.
• Various bug fixes.

• Video statuses update in real time.
• Ability to turn off recording ready email notifications.
• Ability to designate a team member to receive email responses from customers.
• Ability to designate a team member to receive Web Form recording notifications.
• Calendar invites are now automatically included when you schedule a live call and include an email.

• Contact Support Button added to navigation menu.
• Significant Async recording performance improvements. Will prevent prior issue with recordings getting stuck in processing mode.
• Faster page loading time and faster join time for live calls.
• Request Recording message length increased to 1,000 Characters. 
• New tool tips added.
• Various bug fixes.

• Reply to SMS message made more friendly and informative.
• Async performance improvements.
• Featured Speaker view turned on for all customers (new recording playback view).
• 10 new tool tips added.
• Various bug fixes.

• Added ability to search contacts by email and phone number. 
• Added the ability in settings to default camera to be off for agent in live calls.
• Option to default camera to start with back camera for end user in live calls.
• Added a chime sound when someone joins a Contact call.
• New ability to pause and resume recording on async (and keep it in a single video recording).
• Various bug fixes.

• Made the contact support button more prominent.  Further changes coming in the next release to make it even easier.
• Added an Assign To button in the schedule a call dialog. Replaced the confusing Share With button.
• Added video links to the calendar invites created by the system, so that Contact users and their customers have all of the necessary join info in their calendars.
• Implemented an SMS fallback in case our primary SMS service experiences issues.
• Various bug fixes.

• Snapshot notification delay fixed.
• Email notifications are added for when calls are assigned to new team members.
• Fixed daylight savings time zones for scheduled calls.
• Added an easy Join button for scheduled calls.
• Snapshot captions fixed.
• Fixed the auto default country selection in the phone number component.
• Full screen within screen sharing component fixed.
• Video processing statuses are updating more quickly.
• Improvements made to the admin/new user provisioning components.
• Various API improvements related to performance and error handling.
• Added the ability to share conversation records with non-admin team members.
• Fixed the wording of a few confusing notifications/error messages.
• Improved the phone number lookup, so that you don’t need to use the spaces in order to find the correct number.
• Added ability to assign self-service async recording to a different team member.
• Added automatic SMS reminders for async requests that have not been completed by customers.
• Fixed the reply to emails to go to the correct team member.
• Tool tip added to display actual date/time upon hover.
• Tags updated to be case sensitive and differentiated by case/capitalization.
• Fixed duplicate email notifications for async uploads.

We are excited to announce LiveSwitch Contact 2.0! Updates include better support of day-of-operations, scheduling of live calls, integrating calls with personal calendars, tracking and sending notifications for upcoming calls and requested videos, and easily sharing records with team members.

Resources

• Fact Sheet: An in-depth review of all LiveSwitch Contact 2.0 updates. Download the PDF to watch video overviews!
• In-product tour: The first time you log in, you will be taken on a tour of the new updates.
• Website: Access the latest information and support resources!

New Updates

Visit the Contact 2.0 website page to see screenshots and videos for each update!

• Install Desktop Icon
  • Install a desktop icon for LiveSwitch Contact for quick navigation to the LiveSwitch Contact platform from the home screen of your device.
• Home screen
  • Toggle between all options in the pop-up on the home screen or upon clicking the blue button.
  • Send video requests using an email address and phone number.
  • Select a date and time for a future call, share the call with another team member, and add calls to Google, Outlook, and Apple calendars.
  • View "Schedule a Live Call" and "Request a Video" tracking from the home screen. The number of scheduled calls and outstanding video requests are displayed and can be clicked for more details.
• Settings Page
  • Access a unique QR code for your account using "View QR Code". Upon scanning the QR code, the web form will open and a unique recording link will be created for clients. All videos are automatically uploaded to your video library.
  • Preview the web form using "View Web Form" and share the form by selecting “Copy Link”.
• Video Page (formerly Conversations)
  • Under the "Name" column, the red beacon represents recordings and the blue video box represents video calls.
  • The "Started By" column has been replaced with "Team" and a bubble with the initials of an assigned team member will appear.
  • "Scheduled" has been added as an option in the "Status" column.
  • Records can be shared or deleted from the list view.
• Video Details Page
  • The "Snapshot Gallery" and Video Player have been moved to the left side of the page.
  • To the right of the Video Player, there is a new control center to record another video that will be added to the record as a second video, share the video, upload snapshots, copy the request link, resend the invite, join a live conversation, reassign the record, and delete the record.
    

• The ability to add virtual backgrounds.
• All available agents to be notified over email or text when the initial assigned agent doesn't pick the call in time.

• The User role can now view and assign unassigned Follow-Up Calls to themselves for immediate action.
• Additionally, the Admin role can now assign or reassign any Follow-Up Call to any User or Admin.
• We added the ability to edit the title, headline, and notes of Existing Forms on the Settings page.
• We made a total of 10 bug fixes.

• Agents has been renamed Users in the navigation.
• Conversations has been renamed Sessions.
• Chime will auto mute if user is on a call.
• QR, Kiosk, Website users (your customers) have been renamed Visitors.
• Added reconnection logic.  Allows Users to continue the call in case of network interruption (up to 45 seconds). Any interruption longer than that would end the call.  
• Allows Users to rejoin the call from:
  • Dashboard - Added a new set of buttons - Rejoin & End Call - to rejoin/end an ongoing conversation easily
  • Text/Email - Users can close the tab on one device (remember not to end the call by clicking 'X') and open the link on a different device to continue the call.

• Added the ability to search for a conversation record based on customer details (name, email, phone), agent details (name) & conversation details (name, status, source, notes, follow-up questions).
• Added additional tooltips to provide more context in the UI.
• Improved the incoming call notifications on the dashboard, email & text/SMS to include visitor details and call source.
• Various bug fixes.

• Added ability to create custom forms and map them to individual QR codes and Kiosks. Information filled in customer forms is visible inside the conversation record.
• Added ability to create multiple Kiosk links
• Improved the logo upload section.
• Redesigned the website bell - Visitors can minimize, maximize, and move the agent video on the website page.

• Added background blur for agents using desktop.
• Updated the switch names (Active & Chime) for clarity.

• Improved the way customers can raise queries with the in-app support menu.
• Added default logo placeholder in case the company doesn’t upload a logo.
• Added in-app support menu while in the setup screens.
• Added drag and drop capabilities to change admin call order.
• Fixed bugs that caused UI issues with agents/customers having long names.
• Fixed an issue with permissions not being updated.
• Fixed an issue where multiple users were getting call order 1.
• Various UI improvements.

• Fixed an issue that cropped the company logo in the Kiosk.
• Improved the loading time of the video interface on the website.

• Updated the layout within the recording to show the visitor’s camera/screen share in focus.
• Fixed a bug that caused an issue saving notes to conversations started via the Kiosk.
• Fixed UI inconsistencies in the onboarding interface.
• Fixed a bug that intermittently displayed a blank screen before joining the call.
• Fixed a bug that added an extra comma (,) in the conversation name for calls initiated via QR code.
• Fixed a bug where the agent’s video was not visible.
• Fixed a bug that restricted admins from changing the agent call order.
• Fixed a bug that displayed a play button on top of agent video on iOS devices.
• Fixed a bug that caused UI issues with agents having long names.

• Added contextual messages to keep users updated when a participant joins or leaves the call.
• Updated the look of the buttons during the call to make them consistent with other interfaces.
• Updated various error messages to provide more details to users about the issue.
• Fixed an issue where the icons during the call were not displaying accurately.

• Added an option to review caller details before joining the call.
• General bug fixes and security improvements.
• Website Beacon, QR & Kiosk: Fixed a bug causing UI issues on Firefox browser.

• Added a new section - Contacts - in the left navigation bar to get a list of all the inbound leads. The list shows a lead’s name, email & mobile number and provides an option to delete a lead record.
• Website Beacon, QR & Kiosk - Updated form labels & validation error messages to be more consistent.

• Increased the call pickup time to 60 seconds. Incoming calls will be assigned to an agent for the first 15 seconds and then will be open for any agent to answer for the next 45 seconds.
• Added the ability for an agent to join the call again by clicking on the meeting link.
• Changed the ’Submit Feedback’ button to ‘Contact Support’, making reaching support easier.
• Improved UI consistency on tablet devices.
• Improved Follow-up Calls table to show customer details for QR-code calls.
• Fixed a bug that hid the status of agents with a long name.
• Fixed a bug that displayed a random text over agent video for a few customers.
• Kiosk Mode: Fixed a bug that caused validation issues in customer information form.

Mobile Enhancements:

• Maximize Screen Real Estate: We've auto-hidden the call controls by default to give you more space for your meetings. Simply tap anywhere on the screen to show them again.
• Prioritized Performance: We've streamlined the mobile version to run smoother and faster. This includes removing virtual backgrounds (blur is still available) and hiding the options menu and top toolbar in landscape mode.
• Visual Tweaks for a Better Experience: We've implemented several visual refinements for an overall more intuitive mobile experience.

Improvements for All Users (Mobile & Desktop):

• Enhanced Connectivity: Joining meetings behind firewalls is now easier thanks to our new proxy gateway. This also significantly improves join times for our international users.
• Pre-Meeting Audio Check: Ensure your microphone and speaker are working flawlessly before joining a meeting with our new lobby check feature.
• Accurate Device Settings: We've added checks to ensure your chosen audio devices are accurately reflected in the settings. We will also notify you if your microphone selection changes during a call, or if new microphones are added to your device.
• Simplified Audio Options: We've improved the instructions displayed when device permissions are not granted and provided clearer options for joining with audio only.
• Waiting Room Bug Fixes: We've addressed several bugs that were causing issues in the waiting room.