Moving from Classic: What’s new in Lucky Orange

Coming from Lucky Orange Classic? The latest version of Lucky Orange combines a new UI with updates to the features you love from Classic while adding new functionality to help you engage with visitors and analyze their behavior.

Choose from the links below to learn more about what's different between Lucky Orange and Lucky Orange Classic.

• Dashboard
• Discovery & Discovery Visualize
• Live Visitors & Recordings
• Visitor Profiles
• Live Chat
• Chat Invites
• Surveys & Announcements (formerly Polls)
• Dynamic Heatmaps & Form Analytics
• Conversion Funnels
• Events (formerly Behavior Tags)
• Page Insights

Dashboard

The Dashboard in Lucky Orange gives you more flexibility compared to Classic to customize your view exactly as you want. There are 17 different cards you can add to your dashboard and you can drag and drop them in the order that suits you best.

You can also adjust the card sizes to show more or less information. For example, if you want to see a map visual of where visitors come from, you can choose the larger card size. If you prefer to see a list of countries only, adjust the card size to the small square option.

You can also create an unlimited number of unique dashboard views. If you want one view that only shows user agent data like browsers, operating systems and devices, you can create a separate dashboard just to see that information. You might want to create a dashboard that is chat specific and shows your chat team rankings, chat rankings, daily chat trends and live visitor status.

Discovery & Discovery Visualize

Take basic dashboards a step further with Discovery and Discovery Visualize.

Discovery is your AI-powered optimization assistant, and is only available in the current version of Lucky Orange. Discovery analyzes your website data for you and provides a summary of your site analytics and important visitor behaviors.

Discovery is a conversational AI assistant, which means you can type in free-text questions and it will respond with a narrative answer. We know it can be hard to know what to ask, so we've created a series of Quick Actions that allow you to get instant answers on important optimization opportunities. In the click of a button, you can ask Discovery to perform a Broken Link Audit to find broken links on your site, or choose the Performance Summary to compare your site's performance this week to how it did last week, including a break down of your conversions, bounce rate, total sessions and more.

With Discovery Visualize, you not only get narrative answers to your questions, but you also get custom charts, graphs and lists tailored to the question you asked. You can focus in on a specific chart or graph and ask Discovery to modify the chart or add related charts in follow up questions. You can rearrange the cards on the Discovery workspace and download them to add to your website performance reports.

Live Visitors & Recordings

Lucky Orange now combines Live Visitors and Recordings into one view in the Visitors section. If you prefer to see only Live Visitors, you can simply toggle to see a list of only the visitors who are live on your site now.

The new combined Visitors section allows you to select from nearly 30 filters so you can quickly segment your visitors based on criteria including visited page or exit page, session duration, visit number, source, browser, A/B test ID, UTM parameters, custom user data and IP Address.

You can save your favorite filters as saved Segments so you can quickly come back to specific views of the visitors that matter most to you. You might want to create a segment for first time visitors, or ones visiting from a specific campaign based on UTM parameters. You can also use these Segments in other areas of the app, including Surveys (formerly Polls) and chat. You can trigger surveys, announcements and chat to trigger to these specific segments of people.

A quick note on IP addresses — the current version of Lucky Orange allows you to display the user's IP address, but it isn't turned on by default. You'll have to toggle that option on in privacy settings.

Session Recordings in the new Lucky Orange provide you with more detail about what happened during the visitor's session.

Visitor Profiles

Visitor Profiles are a new feature in Lucky Orange that isn't available in Lucky Orange Classic. The Visitor Profile allows you to see all of the sessions from a specific visitor in one place. You can edit visitor information, too, so you can change name, email address, phone number as well as pass in custom data on the user.

If you use Lucky Orange Chat, you'll also see past chats with the visitor. You can leave notes on the visitor profile, too.

Live Chat

Live Chat in the new Lucky Orange gives you more control over when you connect with visitors, how your chat experience looks and how you measure your team’s performance.

Chat Invites help you reach visitors at the right moment. You can trigger an invitation based on a specific page, an event (formerly a behavior tag in Classic) such as desktop exit intent. You can also target visitors by custom segment, visit number, traffic source, scroll delay and more.

You also have more flexibility to tailor chat to your website and team. Choose whether the chat icon appears all the time, only when you’re available or during scheduled office hours. Customize its appearance and adjust the button’s padding to keep it from overlapping important site elements. Operators can personalize their profiles with a photo or company icon, title and team name.

Customizable office hours help visitors know when to expect a response. Set different hours for each day to reflect your team’s availability and manage expectations when agents are offline.

When conversations begin, the new inbox helps your team stay organized. See active chats, identify visitors waiting for a response and review archived conversations. You can also monitor ongoing chats to support your operators.

After a chat ends, visitors can rate their experience from 1–5 and leave feedback. Review ratings alongside conversations in the Chat Log to identify what’s working and where your team could improve.

Chat analytics provide a broader view of your team’s activity, including your busiest days, most active times and average daily chats per operator. Use these insights to plan coverage and refine your chat outreach.

Surveys & Announcements (formerly Polls)

What you knew as Polls in Lucky Orange Classic can now be found as Surveys in Lucky Orange. We've also introduced new survey types in addition to the multiple choice option: Like/Dislike, Ratings and Open-Ended. There is also a multiple question option when you build a multiple choice survey.

Similar to Chat, surveys come with simple and advanced triggers, including the ability to trigger based on saved segments.

Survey Results also get in upgrade in Lucky Orange with new charts summarizing the responses, response rates, time to start and a list of all visitors who saw the survey and their session recordings.

A new accompaniment to Surveys in Lucky Orange is Announcements. The flow to build an announcement is similar to how you build a survey, but Announcements allow you to share important information - like an upcoming sale, webinar or downtime, without requiring a response from the visitor like you would with a survey. Announcements can be tailored to match your site branding and you can upload pictures and graphics to accompany them.

Dynamic Heatmaps & Form Analytics

Aside from a launch page, the Heatmaps experience remains similar between Lucky Orange and Lucky Orange Classic.

The new Heatmaps launch page in Lucky Orange provides a visual indicator of the page activity based on the number of pageviews the page has relative to others on your site. You can also jump into a list of the page's top elements or watch sessions from the Heatmaps launch page. Users who have Discovery enabled can also get a narrative analysis of the page heatmap, including click distribution, interaction patterns, scroll retention and effective fold.

Conversion Funnels

Conversion Funnels in Lucky Orange graduates from a dashboard widget to a full-fledged feature when you make the jump from Classic.

New metrics in Conversion Funnels include your top day for funnel completions and average time to complete. You can also export your funnel data.

Events (formerly Behavior Tags)

Lucky Orange now uses events to track visitor behavior and site analytics. There are a series of out-of-the-box Events that don't require configuration including Rage Clicks, Shaky Mouse, Survey Responded, Form Auto Fill, Reloaded Page and U-Turn.

You can also create unlimited custom events either by page visit, interaction with elements on a page or by passing them in through our events API.

If you want an event to show on the list of sessions in Visitors, you can designate it as a Key Event. This will display in the list of live visitors and session recordings, similar to how behavior tags displayed in Lucky Orange Classic.

Page Insights

Lucky Orange has a new feature that offers page-level analytics: Page Insights. This new feature lets you see key performance data for specific pages of your website.  You'll find an activity snapshot that tells you the bounce rate for the page, pageviews, session duration and more. You can change the date rate on the page to see comparisons of how a specific page is performing today compared to yesterday, last month or set a custom date range.

Page Insights also provides you with a summary of the frustration events (rage clicks, repeated field and shaky mouse) that happened on the page so you can quickly identify frustrating pages in the users' journey.

We know page speed matters, especially when it comes to visitor frustration and SEO rankings. That's why we've included a new Page Speed Metrics section in Page Analytics that tells you how your page is performing on critical metrics including First Contentful Paint, Largest Contentful Paint, Interaction to Next Paint and Cumulative Layout Shift.