{"id":225,"date":"2019-09-18T12:24:00","date_gmt":"2019-09-18T12:24:00","guid":{"rendered":"https:\/\/helpcrunch.com\/news\/?p=225"},"modified":"2026-04-01T08:22:39","modified_gmt":"2026-04-01T08:22:39","slug":"deleting-chat-messages","status":"publish","type":"post","link":"https:\/\/helpcrunch.com\/news\/deleting-chat-messages\/","title":{"rendered":"\u270d\ufe0f Deleting chat messages and more formatting options for your knowledge base articles"},"content":{"rendered":"\n

Let us take a moment to tell you about all the updates that we\u2019ve added to HelpCrunch this summer:<\/p>\n\n\n\n

Knowledge Base<\/h2>\n\n\n\n

Alerts, anchors, images, code samples and anything else you might need<\/strong><\/h3>\n\n\n\n

Just a plain text is boring and difficult to digest, even if it\u2019s just a tech knowledge base article. That\u2019s why our Knowledge Base editor has different nice and helpful elements like special notes (infos, warnings, notes, and tips), images, videos, and code snippets. You can decorate your text with them and make it easier on the eyes.<\/p>\n\n\n\n

\"Knowledge-Base-special-notes\"<\/figure>\n\n\n\n

And we have anchors. With the help of anchors, you can create a small menu inside your article that will help customers navigate through it by a click.<\/p>\n\n\n\n

Knowledge base localizations in 7 new languages<\/strong><\/h3>\n\n\n\n

Aside from English, our Knowledge Base is now localized<\/a> for 7 different languages: Spanish, French, Russian, Swedish, Portuguese, Turkish and German. You can switch your knowledge base into any language you prefer and make your customers feel like they\u2019re home.<\/p>\n\n\n\n

Though we\u2019ve done our best localizing our Knowledge Base for your native languages, it\u2019s still a work in progress. So, if you see any omissions or discrepancies in our translations, we\u2019d be more than happy to correct them with your help.<\/p>\n\n\n\n

Improved stats for articles<\/strong><\/h3>\n\n\n\n

Upon its initial release, we were measuring the number of views for each article you\u2019ve published. But we decided that it was not as informative as the number of viewers. So, we\u2019ve changed this stat and now you\u2019ll know exactly how many people have read each of your articles.<\/p>\n\n\n\n

Five links for your knowledge base\u2019s header and footer<\/strong><\/h3>\n\n\n\n

First of all, you can insert links to your knowledge base\u2019s footer and header sections \u2014 like links to your homepage, blog, or any other page of your website. After our recent update, you can add as many as five links there.<\/p>\n\n\n\n

\"header-footer-links\"<\/figure>\n\n\n\n

Editing categories and sections\u2019 names and descriptions by double-click<\/strong><\/h3>\n\n\n\n

Editing your categories and section was easy before \u2014 everything was happening in the settings. But if you want to accelerate your work with the knowledge base even more, you can rename them or change previous description by double-clicking on the corresponding field.<\/p>\n\n\n\n

Changed everything you needed? Just press Enter to save those changes.<\/p>\n\n\n\n

Unfolding as many categories as you want<\/strong><\/h3>\n\n\n\n

So, if you want to unfold a list of sections in a category, you just need to click on its name. Before this update, you could unfold only one category at a time. Now, you can unfold any number of categories and keep them unfolded, which simplifies navigation and makes searching through them easier.<\/p>\n\n\n\n

\"Knowledge-base-categories-unfolding\"<\/figure>\n\n\n\n

Chat widget<\/h2>\n\n\n\n

Special message with a Knowledge Base article<\/strong><\/h3>\n\n\n\n

We\u2019ve added a special type of message for sharing knowledge base articles. When you shoot a link, you customers will see the name of the article and the \u2018View article\u2019<\/em> button under it. Clicking the button will open the corresponding article in your knowledge base.<\/p>\n\n\n\n

This is only temporary, because right now we are actively working on integrating our Knowledge Base into the widget much deeper and making it as seamless as possible. Your customers will be able to look through articles and find answers right in a chat window which should drastically reduce the number of requests via chat.<\/p>\n\n\n\n

\"Knowledge-base-article-message\"<\/figure>\n\n\n\n

Viewing PDF files without downloading them<\/strong><\/h3>\n\n\n\n

From now on, your customers don\u2019t need to download PDF files that you\u2019ve sent to them. They can preview those files right in their browsers.<\/p>\n\n\n\n

Agent chat<\/h2>\n\n\n\n

New design<\/strong><\/h3>\n\n\n\n

You must have noticed this already, but our agent chat window changed a lot recently. To a great extent, this change is due to our work on integrating the new Knowledge Base into both the agent chat and the widget. We decided to start with the first one and got carried away. The new look includes:<\/p>\n\n\n\n

  • \u2018Knowledge base\u2019<\/em> button with the ability to search through articles and preview them on the go.<\/li>
  • \u2018Saved responses\u2019<\/em> button where you can view and choose any of your previously saved messages.<\/li>
  • Overall different look of chat messages and more pleasant switching between chats, emails, and private notes.<\/li><\/ul>\n\n\n\n

    As I\u2019ve said, we\u2019re actively working on integrating our quite awesome Knowledge Base into our other products, and this is just the beginning.<\/p>\n\n\n\n

    \"Agent<\/figure>\n\n\n\n

    Viewing PDF files without downloading them<\/strong><\/h3>\n\n\n\n

    Just like your customers, you don\u2019t need to download PDF files to view them. We added the ability to open PDF files with the help of standard browser tools \u2014 no need to download them to your computer.<\/p>\n\n\n\n

    Autocomplete for searching by tags<\/strong><\/h3>\n\n\n\n

    This tiny update will make it way easier to search through your chats by tags. You don\u2019t need to type the whole tag\u2019s name and press Enter after this. HelpCrunch will be automatically suggesting you options on the go based on the text you\u2019ve already typed in.<\/p>\n\n\n\n

    Viewing the email\u2019s HTML version in chat<\/strong><\/h3>\n\n\n\n

    Your chat operators can now view a full HTML version of any email right in the chat window. Just click the menu icon of the message in question and choose the corresponding option from the menu that will appear. Sometimes, text versions can omit particular elements of emails, while HTML will reveal everything.<\/p>\n\n\n\n

    Uploading several files at once<\/strong><\/h3>\n\n\n\n

    Chat agents can now upload several files at once and send them to customers in bulk. <\/p>\n\n\n\n

    Deleting chat messages that you already sent<\/strong><\/h3>\n\n\n\n

    Just as in any other messenger, you can delete a chat message after you\u2019ve sent it to a customer, except for those that have already been forwarded via email. Fewer mistakes, less awkwardness, more happy customers. <\/p>\n\n\n\n

    \"Delete-message\"<\/figure>\n\n\n\n

    Service<\/h2>\n\n\n\n

    Chat search<\/strong><\/h3>\n\n\n\n

    This is one of the most expected features of all times, and we surely know why. When you work with a customer support tool for a long time, it becomes a valuable database of ideas, messages, requests, solutions and talks with customers. Now you can find that important message you sent a year ago \u2014 just type a keyword or two in the search field.<\/p>\n\n\n\n

    \"Chat<\/figure>\n\n\n\n

    Manual and auto messages<\/h2>\n\n\n\n

    Buttons<\/strong><\/h3>\n\n\n\n

    You can now add buttons to manual and auto messages. Calls-to actions are the most important part of every marketing campaign and now they can be way more enticing and nice looking. Just add a button to your newsletter and see how it improves your click-through rate.<\/p>\n\n\n\n

    Settings<\/h2>\n\n\n\n

    GDPR acceptance checkbox<\/strong><\/h3>\n\n\n\n

    In case you didn\u2019t know, HelpCrunch allows you to add the GDPR acceptance checkbox to your chat widget and take care of all the privacy issues that might arise. This way, you\u2019ll be able to get customers\u2019 consent to processing their data. <\/p>\n\n\n\n

    We\u2019ve just moved this setting to the \u2018Pre-chat form\u2019 <\/em>section of the \u2018Widget customization\u2019<\/em> settings. You can now set it up separately for online and offline modes.<\/p>\n\n\n\n

    \"Acceptance-checkbox\"<\/figure>\n\n\n\n

    Minimizing chat widget<\/strong><\/h3>\n\n\n\n

    Our settings now have a new option \u2014 \u2018Minimize chat widget when navigating between pages\u2019<\/em>. When it\u2019s turned on, the chat widget will be automatically minimized after someone left you a message and went to the next page of your website. You can find this little thing in Settings \u2192 Website Widgets \u2192 Your widget \u2192 Widget customization<\/em>.<\/p>\n\n\n\n

    \"Minimize-chat\"<\/figure>\n\n\n\n

    General Automations (formerly Messages & Email)<\/strong><\/h3>\n\n\n\n

    If you\u2019re wondering why those \u2018Messages & Email\u2019<\/em> disappeared from the Settings page, it\u2019s because they\u2019re now called \u2018General Automations\u2019<\/em>. And the name is not the only update to this section.<\/p>\n\n\n\n

    If you go to Settings \u2192 Automations \u2192 General<\/em> and scroll down to the \u2018Closed chats\u2019<\/em> section, you\u2019ll see this new option there \u2014 \u2018Automatically hide all closed chats\u2019<\/em>. When this setting is on, all the chats that you\u2019ve marked as \u2018closed\u2019 will automatically disappear from \u2018All chats\u2019<\/em> and \u2018My chats\u2019<\/em>. You\u2019ll be able to access them only in the \u2018Contacts\u2019<\/em> section. Also, you can choose to \u2018Automatically change status for closed chats\u2019<\/em> if you want to.<\/p>\n\n\n\n

    \"General<\/figure>\n\n\n\n

    Changing the unsubscribe link text for emails<\/strong><\/h3>\n\n\n\n

    Previously, the unsubscribe link\u2019s text was the same for all of our users and you couldn\u2019t change it manually. Now you can. Just go to Settings \u2192 Automations \u2192 General <\/em>and type any text in the corresponding field there.<\/p>\n\n\n\n

    Bottom line<\/h2>\n\n\n\n

    These are just some major updated that we\u2019ve made this summer. We\u2019re trying to grow and improve for you. So, if you liked anything in particular or want to share your feedback, feel free to!<\/p>\n","protected":false},"excerpt":{"rendered":"

    Let us take a moment to tell you about all the updates that we\u2019ve added to HelpCrunch this summer: Knowledge Base Alerts, anchors, images, code samples and anything else you might need Just a plain text is boring and difficult to digest, even if it\u2019s just a tech knowledge base article. 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