Web chat grows up, takeover made explicit

Web chat went from “works” to something you can put in front of strangers — hardened, styled per site, shown in Spanish, and finally answerable by a human. Forms learned to collect files. And the whole team got a clearer head: it knows who is driving a conversation, every contact has a teammate of their own, and a teammate can now read the whole conversation rather than only its own notes.

Web chat, ready for the public

• Hardened for real visitors — a round of security and reliability fixes for the chat widget on your website, including a dropped connection that could lose a message silently, zoom on iOS, reconnection, history, contrast and accessibility. Sites that already embed the widget pick the fixes up automatically.
• Drive it from your own buttons — a host page can open, close and react to the chat from its own interface, and override the launcher per page. Existing embeds keep working untouched.
• Show it in Spanish — the whole widget can render in Spanish.
• Make it yours, per widget — brand color, light or dark theme, launcher icon, avatar, subtitle, typography, corner radius and visibility rules, all configured in the app with a live preview beside the form.
• Reply yourself — web chat was the one channel where you could only watch. You can now answer a visitor directly, see whether they are still on the page, and they see your name when you step in.
• Links are clickable — a plain web address in a message becomes a link, so a form link sent over web chat is actually usable.

Forms that collect files

Getting a photo or a document out of a contact used to mean asking them to email it.

• Attach files to a hosted form — visitors can attach photos and documents before submitting, within size, type and count limits, and successful submissions land the files on the contact’s record. Works on public form links and on personal per-contact links.
• Send a form mid-conversation — a teammate can share a form link in the thread it is already having, and when the contact submits, the reply comes back on that same conversation rather than a separate intake thread. A teammate reaching the photos step on Instagram sends the link, the contact uploads from their phone, and the teammate carries on to the next step.

Who is driving this conversation?

Until now nothing in Loquent recorded who was handling a conversation — it had to be inferred from the messages.

• Stepping in stands the team down — take over a conversation and your teammates stop sending on it, on every channel, until you hand it back. Organizations that prefer otherwise can switch this off.
• A driver pill on every conversation — one tap to take over; handing back reads the decision back to you, naming the teammate and the contact and saying exactly what happens next.
• Every message says who sent it — a teammate’s message is distinguishable from yours on every channel, and the attribution is visible on a phone rather than only on hover.
• Replies typed outside Loquent count — a reply sent from the Instagram app or the Facebook Page inbox is recorded, so the team knows a human already answered.

Every contact has a teammate of their own

Who answered used to be decided fresh on every message, from whichever channel it arrived on. A contact who met Clara on your website and later texted your main line could be picked up by someone else entirely — and a line with nobody bound to it simply never replied.

• A contact keeps their teammate wherever they write from — the teammate a contact belongs to answers them on text, email, Instagram, Facebook, WhatsApp and web chat. The channel is now only the fallback.
• Nothing lands unanswered — a new Default teammate for new contacts setting decides who picks up a contact arriving on a channel with nobody on it, alongside a count of contacts with no teammate at all, so a coverage gap is visible instead of costing you a lead.
• Assigned the moment they appear — every way a contact can be created, from an inbound text to a form to a partner sync, records which teammate owns them. First touch wins, and a choice you made by hand is never overridden by automation.
• You can see why — each contact shows where their teammate came from: the channel they arrived on, your default, matched from earlier messages, or set by hand.
• Existing contacts recovered — a preview-then-run pass assigns each existing contact the teammate from their most recent line, page, number, widget or form.

Conversations that begin, and end

• Your teammate can see the whole conversation — messages, calls and form submissions from every channel, in true chronological order, with who said what and whether it was delivered. Your own replies, and another teammate’s, were previously invisible to it.
• One ask, one session — a conversation used to run as a single session that never ended. A session now starts for one ask, closes when it is answered, and the next message starts fresh. Waiting on your answer is a real state with a deadline, so a conversation can no longer sit silent forever.
• Two teammates can no longer both answer one contact — and a teammate on a live call can’t be talked over by a text reply on the same contact. A reply that would have gone out stale is recomposed with current context instead.
• Draft for review, in either mode — an autonomous teammate can now hand a high-stakes or low-confidence reply to you as a draft — price, commitment, refund or complaint replies — instead of only ever sending or escalating.
• Questions are capped per contact, not per thread — one person messaging on SMS and WhatsApp could previously stack a full queue of questions on each.
• Stuck conversations recover on their own — a teammate interrupted mid-turn recovers within about ninety seconds instead of leaving the conversation silently stuck.

Teammate quality

• Denser, better-ranked memory — memory is now written to a tight target, sorted into real categories, and the least durable facts make room first, so a hard rule can never be pushed out by a stream of everyday observations.
• A phone caller is treated as a caller — on a call, a teammate previously assumed it was talking to you. Callers are now treated as contacts with the appropriate tools.
• Faster, cheaper turns — a single teammate turn can make dozens of round-trips; far more of each is now cached and a single history budget keeps only the newest context, so turns cost less and start sooner.

Fixes

• Organization switcher — picking between organizations that share a name works again, and ambiguous names show their workspace handle.