LoginSign Up
← Back to all sparks
L

Live Helper Chat

SUPPORT
Velocity2.5

Open-source live chat and helpdesk platform with chatbot and voice support.

livehelperchat.com ↗

Live Helper Chat keeps building the supervisor's view: who is offline, why, and how the team performed.

live-chatself-hostedoperator-managementperformance-statisticsformspermissions
◆Current state
Live Helper Chat ships a version roughly every four to six weeks, and the last half-year has gone almost entirely into operator management and measurement. Operators can now select a reason when going offline, backed by a new model, CRUD interface, and permission, with those reasons surfacing in online-hours statistics. That sits on top of performance dashboard widgets, a cron aggregator writing to a dedicated statistics table, and offline-time tracking added to agent stats.
◆Where it's heading
This is a self-hosted product being fitted out for teams large enough to need oversight. Each release adds another measurement or access-control surface — permissions on features, field change tracking on forms, participant-aware exports, per-operator performance snapshots — rather than reaching for new channels or assistive features. The forms module got the same treatment this cycle: search, filtering, and an audit trail on operator edits.
◆Prediction
Expect the next releases to continue extending statistics and permissions into the modules that have not received them yet, following the pattern where a feature gains filtering, then history, then its own permission. Nothing in these entries points toward AI or automation work.

◆Recent moves

  1. 7d ago

    Offline reasons for operators and a forms module overhaul

    Configurable offline reasons let operators mark why they stepped away, persisted against user and session records and reported in online-hours statistics, gated by a new permission. The forms module gets the heavier work: department, operator, date range, and creator filters plus field change tracking that logs old and new values when an operator edits a submitted form.

    View source ↗
  2. 1mo ago

    Caching improvements, offline-time stats, and webhook unread handling

    Caching work across dashboard operator retrieval, department prefills, and chat archive range checks, plus total offline time in agent statistics and unread-message conditions in webhooks. Groundwork for the offline-reason reporting that followed a month later.

    View source ↗
  3. 2mo ago

    Department and operator performance dashboard widgets

    Department and operator performance widgets arrive with configurable columns for wait time, response times, ratings, and online/offline time, fed by a new cron aggregator writing to a dedicated performance table. The measurement layer the subsequent releases have been extending.

    View source ↗
  4. 3mo ago

    Permission hardening, CSP parser, and DeepL translation options

    Permission hardening on chat operations, completed CSP parser integration, DeepL model and formality options for translation, and better chat duration accounting. A security-and-correctness release with translation work attached.

    View source ↗
  5. 4mo ago

    Streaming bot responses, widget theming, and assignment notifications

    REST API trigger execution gains attachment support and chunked-response handling for streaming bots, alongside widget theme controls, assignment notification preferences, and expanded MIME validation. Bot-facing plumbing rather than user-facing features.

    View source ↗
  6. 5mo ago

    Subject filters, webhook debug mode, and chat list sorting

    Message-count sorting for chat lists, webhook debug mode with new validation conditions, select-all controls on multi-select dropdowns, and subject filters in chat and mail search. Back-office ergonomics across several modules at once.

    View source ↗