In the new version, we expanded chat capabilities in several areas: improved customer support interactions, added calls and new tools for operators, implemented an automation builder and proactive campaigns, and strengthened infrastructure control and system stability.
The release pays special attention to exchange points — queues, SLA, disputes, cryptocurrency details, and operator activity monitoring.
Queue and waiting time for clients
The widget now displays the client's current queue status and an estimated response wait time.
For example:
- "You're 3rd in line, we usually respond within 2 minutes."
- "You're next";
- Operators are currently offline.
Clients better understand when to expect a response, and the support team's workload becomes clearer.
New Message Notifications
Customers can receive browser notifications about new operator replies.
Even if the site tab is closed or the user has switched to another page, they will be notified of a new message and can return to the conversation.
Callback request
A "Call me back" feature has been added to the widget.
The client can specify:
- phone number;
- convenient time;
- Additional comment.
The operator receives the request directly in iEXChat, and the system will remind them to contact the client at the specified time.
A separate scenario for disputed situations
A 'Dispute' button is now available for complex inquiries.
After it's used, the dialog is given higher priority, and a senior shift manager may be involved in the conversation.
This enables quicker identification of situations that require additional oversight or a more immediate response.
Fullscreen chat mode
For long conversations, document work, and a large volume of messages, you can now expand the chat to full screen.
The new mode simplifies working with large histories and enhances usability for both clients and operators.
Cryptocurrency Address and Transaction Recognition
iEXChat now automatically detects cryptocurrency addresses and transaction hashes directly in messages.
Supported:
- Bitcoin;
- Ethereum and EVM networks;
- TRON;
- Litecoin;
- Dogecoin;
- XRP;
- TON;
- Solana.
For supported formats, the system performs additional verification and offers quick actions: copy, display QR code, and open the corresponding network explorer.
This simplifies working with details and reduces the chance of errors when copying them manually.
Audio, video, and screen sharing
Operators can now communicate with customers directly through iEXChat.
The release includes support for:
- audio calls;
- video calls;
- screen sharing.
This is especially useful in situations where the problem is difficult to resolve through text messaging alone.
Dispatcher's Wall
A separate mode to monitor current workload has been added for managers and senior shift leaders.
The dispatcher screen displays open dialogues with wait times and allows real-time monitoring of:
- load by operators;
- requests with exceeded waiting time;
- SLA violations;
- dialogs requiring increased attention.
This provides the manager with a more comprehensive view of support operations without needing to manually review each conversation.
Joint draft response
The shift supervisor can now see the text the operator is preparing to send to the client.
If needed, you can edit the response before sending.
This feature is designed for complex inquiries, training new employees, and situations requiring additional quality control of responses.
Securing the exchange’s cryptocurrency details
iEXChat now features a company whitelist for addresses.
Cryptocurrency addresses owned by the exchanger are automatically marked as "our address" in messages.
If the operator tries to send an address not on the whitelist, the system will require additional confirmation.
This adds an extra layer of control when managing payment details.
Push notifications with quick actions
Push notification system for operators has been expanded.
Now the phone notification can include quick actions:
- Open
- Accept
- "Quick response."
The operator can respond to new inquiries more quickly without having to open the panel and search for the right conversation first.
File upload fixed in Telegram
Fixed an issue with sending files to clients through Telegram.
Previously, in some cases, the client could only receive a message with an attachment icon instead of an image or document.
In version 1.3.0, photos and documents are correctly transferred from the iEXChat panel to Telegram.
No-code automation builder
iEXChat now features a full automation builder.
Now administrators can create scenarios without programming and automatically respond to various events.
The following conditions can be used:
- change of dialog status;
- operator's purpose;
- SLA violation;
- customer evaluation;
- event from the exchange side;
- prolonged inactivity in the chat.
Once the condition is met, the system can automatically:
- assign an operator;
- add tag;
- send message;
- raise priority;
- send notification;
- trigger an external webhook.
This allows automating a significant part of the repetitive support processes.
Proactive campaigns
A proactive visitor engagement system has been added to the website.
Now you can automatically display a message in the widget based on customer behavior.
For example:
- on a specific page;
- after the specified time on the site;
- after several visits;
- when attempting to close the page.
Campaigns have access to impression and response statistics, enabling the evaluation of each scenario's effectiveness.
System Health
A dedicated page to monitor the iEXChat infrastructure status has been added to the admin panel.
It allows you to monitor the operation of:
- databases;
- Redis;
- queues;
- background workers;
- Telegram webhooks;
- disk space;
- licenses.
The system status history for the past 24 hours is also maintained.
If any issues are detected, the system can automatically send notifications to administrators in Telegram.
Cold message storage
A cold storage mechanism has been added for projects with extensive message history.
Old messages can be moved to a separate storage to avoid extra load on the main database.
At the same time, the conversation history remains accessible from the panel.
This approach allows iEXChat to store large volumes of correspondence without gradually slowing down daily operations.
Interface Update
The interface of the dashboard and client widget has been further unified.
Version 1.3.0 uses unified design tokens, making key elements, spacing, states, and components look more consistent.
The "Sites" and "SLA" pages have also been redesigned.
