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Category: Product & Tutorials

What’s Going On, Pure Chat?!

Hi guys. We messed up. Some of you noticed an issue earlier today where we experienced about a two hour period of downtime with the chat system. I (Robert, your customer success guy) wanted to write a detailed post about what we’ve been doing recently that has led to these issues and give you a better sense of why the errors occurred and what we’re doing to make sure they don’t happen again. In the end, I hope you can understand why it happened and that you have more confidence in Pure Chat than ever before. Pure Chat is getting a massive system upgrade. In order to continue improving Pure Chat and making it the best damn live chat tool out there, we had to take a brief step back from adding features and instead create an entirely new system from the ground up. One that is built on the latest and greatest technologies available and new tools that would allow us to take Pure Chat to places it wasn’t capable of going to as things stood just a few months ago. This is a huge upgrade. MASSIVE. It’s going to make Pure Chat more powerful, much faster and far more capable of doing more than it ever could before. So, why the issues then, Pure Chat?! Well, it certainly wasn’t our plan to have the dashboard issues you have seen today (white screens, chat communication...

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February Update: Canned Responses Upgrade and More

Hi Pure Chatters! I missed you guys. 2018 is going to be an awesome year for us and hopefully for you and your business as well. Our infrastructure changes and behind-the-scenes improvements are finally complete and we’re ready to use all of that extra power and scalability to make the product better than ever. We are working on some big updates, but to show you that we are always working to improve Pure Chat, we wanted to roll out some smaller updates to the product that we think are pretty cool to tide you over. Canned Responses Update You can now create canned responses using variable names that are in the product. This means you can quickly say things like, “Hi {visitorName}! How are you?” and the visitor will see, “Hi Robert! How are you?” You can set this up from the canned responses menu: https://app.purechat.com/settings/cannedresponses. Now, when you create a new canned response or edit an existing one, you will see an Add Variable option (see below). Simply click on Add Variable to insert a dynamic field into your canned message. You can choose from the following options: Visitor Name, Visitor Email, Operator Name, Operator Email, Websites Name (your chat box title) and Company Name (your company). Now, your canned responses will feel more personal and awesome! User Roles Update As the product continues to grow and our user base...

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This is Embarrassing: More About Today’s Outage

Today, we experienced an unscheduled outage of a little over 2 hours. That is highly unusual for Pure Chat and we thought it’s worth providing a little more explanation… Some Background Over the past 5 months, we have been carefully and methodically learning and creating plans to migrate Pure Chat’s entire infrastructure from dedicated servers, and transition them to virtual machines hosted on Amazon’s AWS network. On December 29th, we finally pulled the trigger and made this huge move. The transition was naturally quite a large undertaking. Pure Chat has oodles of services, sites, and supporting infrastructure to serve up our home page, dashboard, mobile apps, visitor tracking, and APIs. All of this technology works together to deliver an awesome seamless experience. Our transition to AWS opens up completely new possibilities for scalability, reliability, and new features for Pure Chat, so it’s super exciting! What Happened Today Managing infrastructure and software inside of AWS has some unique challenges that we are still working through. Today, we encountered a perfect storm of challenges. We deployed a new version of our software to increase database query performance on a critical piece of code. Even though the new code had been tested in our staging environment, Amazon Elasticbeanstalk was not happy with our change in production, to say the least. It deployed the new version of our code to some of the...

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Pure Chat In One Page

Hey everyone! In our latest update, we took aim at making Pure Chat even easier to use. For a while now, we have wanted to make Pure Chat a single page application. Opening a new tab for the account settings and reporting pages were a necessary evil of the old design. It was finally time we took on this big task of putting all of what we offer into a single page so it would become so much easier to navigate around the product. When you login now, you will see an updated top navigation bar with access to...

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Check Out Pure Chat’s Story on Siftery

Pure Chat helps entrepreneurs and small teams have better conversations with leads and customers. Pure Chat help entrepreneurs and small teams have better conversations with leads and customers. Companies can use Pure Chat to see who’s on their website in real time and start a live chat conversation with the most qualified leads. Instead of spending hours talking on the phone, Pure Chat helps businesses message multiple leads and customers at once! Team members can chat with new website visitors at their desks or on the go with it’s mobile apps. Kevin William David interviewed Hamid Shojaee, CEO of Pure Chat to know more. Hey Hamid, Let’s get started! What is Pure Chat? Can you tell us about what you are working on? Pure Chat is a modern engagement tool that provides live chat, visitor analytics, a lightweight CRM tool and iOS and Android mobile apps to help entrepreneurs and small to mid-sized teams have more meaningful conversations with their leads and customers. Pure Chat serves over 14,000 customers in 100+ countries and now conducts over 500,000 live chats every month. From its inception, Pure Chat was developed with entrepreneurs and small to mid-sized teams in mind. Many of the competing customer engagement tools on the market are either limited to just live chat or cater to large organizations with feature sets that wouldn’t adequately address the most prevalent...

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