Support teams need more than a basic chat box. They need a way to collect the right information, route customer issues clearly, and give agents enough context to respond quickly. In this release, Supportbench introduces new chat and case-submission improvements designed to make the customer experience smoother while giving agents cleaner, more complete information from the start.
The biggest addition is a configurable “Submit a case” form inside the chat widget. This allows teams to collect structured information directly from customers before a case is created. Instead of relying on a generic message field, administrators can now configure custom questions, attachment options, validation, and confirmation messaging to match the needs of their support process.
This gives teams more control over what customers submit, how information is gathered, and how complete a case is when it reaches the support queue.
For many teams, chat is not just a live conversation channel. It is also an important entry point for new cases, requests, questions, and escalations. When customers submit incomplete information, agents often need to follow up before they can begin working on the issue. That slows down response times and creates unnecessary back-and-forth.
With configurable chat case submission, teams can ask for the information they need upfront. This may include issue details, product areas, order numbers, screenshots, attachments, urgency, or any other information that helps agents understand the request faster.
The result is a cleaner handoff from customer to support team.
This release also improves the way chat conversations are handled after they become cases. Transcript handling and attachment previews have been improved, helping agents maintain context when reviewing previous conversations. Old and closed chat paging has also been improved, making it easier to navigate chat history without friction.
Agents can now also access chat conversations from the mobile experience, helping teams stay connected when they are away from their desktop.
Together, these updates make chat more reliable, more flexible, and easier to work with across the full customer support lifecycle.
Modern support teams need chat experiences that are easy for customers and operationally useful for agents. A chat interaction should not create extra work after the fact. It should capture the right information, preserve the conversation clearly, and help the team move faster.
These improvements help teams:
By making chat more structured and reliable, Supportbench helps teams turn customer conversations into actionable support work with less manual cleanup.
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