Moving from Classic: What’s new in Lucky Orange

Coming from Lucky Orange Classic? The new Lucky Orange combines a new UI with updated features you love from Classic while adding new features to even more ways to engage with and analyze your visitors. In this article you’ll get an overview of what’s new and updated. Read on or use the links below to jump to your feature of choice.

Dashboard
- Select from 17 new dashcards for enhanced monitoring including
- Specify the desired dashcard sizes from five size variations
- Add multiple versions of the Surveys, Funnels and Events dashcards to monitor more than one Survey, Funnel and Event in one dashboard
- Switch between two visual display options for select dashcards including operating system, browsers and devices
- Create as many dashboards as you want and need for your personal use or to share with your team
Visitors’ Table
- Select from 28 new filters now located directly within the Visitors’ table
- Save your filter combinations in Saved Segments to use across the app
- Turn to pre-loaded Optimizable Segments to save more time
- Select which columns you want to see from a list of 20+ column options
- See unique identifiers, such as Teal Banana or Purple Pepper, to spot visitors who aren’t yet known to you
- Watch live and recorded sessions from the same table without having to switch tabs
- See which sessions you've watched or manually select them as watched or unwatched
- Use the "Only show online visitors" to view only those visitors who are active on your website
- Export Visitors’ Table in a CSV file
Session Recordings & Live View (now combined)
- Watch the timeline of Events to spot visitor activities
- Control your session player by adjusting the playback speed (½ x, 1x, 2x, 5x, 10x), skip inactivity and autoplay the next session
- Jump to Live View if a visitor comes back while viewing their Session Recording
- Spot the visitor having issues? Chat with them directly from the recording (if you have Chat enabled. If the visitor is offline, they’ll see the Chat message when they return to the website
- Leave notes on the recording based on their behavior or Events within the timeline
Visitor Profiles (NEW!)
- See a profile for each person who visitors your website, whether known (customer) or unknown (visitor)
- Access key visitor information such as their location, device type, operating system, browser and original source
- Edit Visitor information including their name, email address, phone number, ID number and other custom data
- See information for the visitor by session including the session’s date, time, duration, location, source, technology, number of pages visited and Key Events
- Watch the latest session or filter the sessions by date or one of 19 filters to find the session you want to watch
- Message them directly from their profile (if you have Chat enabled). If they are offline, they will see the Chat message once they are online.
- View past Chat logs
- Leave notes pertaining to specific visitors
Chat
- Set up Chat for your customizations including
  - When, where and how the Chat icon will display to visitors
  - Office hours to automatically display an away form
  - Accent color to match or coordinate with your brand colors
  - Company logo
  - How your operator header will appear
  - How the introduction header will appear at the top of the Chat window
  - Default introduction that will automatically display to visitors who initiate a chat
  - Pre-qualification questions including name and email
  - Waiting message that will be shown to visitors after a response or during a transfer
- Customize your Away Form that will display to visitors if a Chat operator takes longer than 45 seconds to respond or depending on Chat Launch settings
- See Away Form responses from your inbox if you’re the Account Owner. You can also specify other email addresses to receive Away Form responses from Chat Settings > Behavior.
- Make yourself available to Chat
- Chat with visitors who are currently online or offline. Visitors who are offline will see the Chat conversation once they return
- Monitor Chats through new Inbox (active Chats), Waiting Room (Chats initiated by visitors that have yet to be accepted) and Archive (completed Chats)
- Archive a Chat conversation to display a Chat rating and feedback prompt to visitors(if feature is enabled)
- Flag Chats for further assistance or investigation
- Transfer Chats among online team members
- Create and use Saved Replies
- Respond to visitors with text or emojis
- Share files with visitors
- Review Chat Activity to see:
  - Most active days
  - Most active time
  - Average chats per day
  - Individual team member stats for ratings, response time and total chats
- Export CSV files of all Chats and individual Chat logs
- Forward Chat conversations to other email addresses
- Set up in-app alerts and notifications to alert you visually and audibly when someone arrived on your website, replied to a Chat or the Event of your choice
Chat Invites
Note: You must set up Chat in order to use Chat Invites.
- Select how you want the Chat Invite to display including
  - What image or brand icon to display in the Chat window
  - Whether to display the full message or truncated message in the Chat Invite bubble
  - Whether the Chat Invite will automatically hide after 30 seconds
- Set simple or advanced triggers to launch the Chat Invite to the right audience at the right time
- Choose if you want the Chat Invite to show only when a operator is available to Chat, during office hours, outside of office hours or at any time
- If someone engages with a Chat Invite when no operators are available, the Away Form will display
- Review a Chat Invite Summary for:
  - Response rate
  - Visitors reached
  - Interactions
  - Devices
  - Visitors’ Session Recordings
Surveys (formerly Polls)
- Select from one of four new Survey types:
  - Like/Dislike
  - Ratings
  - Open-Ended
  - Multiple-Choice
- Ask multiple questions or a single question
- Set simple or advanced triggers to target specific pages, visitors and behaviors
- Set a specific date for the Survey to end or manually pause it
- Review a Survey summary for:
  - Response rate
  - Visitors reached
  - Interactions
  - Devices
  - Visitors’ Session Recordings
Announcements (NEW!)
- Select from two Announcement types:
  - Sticker: Small call-to-action
  - Lightbox: Full screen takeover (we recommend to use lightbox sparingly)
- Add an image to your Announcement
- Include an optional link
- Determine how it’s displayed based on your accent colors
- Set simple or advanced triggers to launch the Announcement on factors such as visited page, visit number and event
- Decide to run the Announcement until you manually pause it or set a specific date for it to end automatically
- Review an Announcement summary for:
  - Response rate
  - Visitors reached
  - Interactions
  - Devices
  - Visitors’ Session Recordings
Dynamic Heatmaps & Form Analytics
- Use our powerful filtering capabilities to find the pages you want to analyze with Dynamic Heatmaps and/or Form Analytics
- Get a quick view of your top pages by activity and pageviews
- Use Optimizable Segments to refine your top pages even further
- Find top elements for each web page without having to open a Dynamic Heatmap
- Launch your Dynamic Heatmaps and Form Analytics quickly and easily
Conversion Funnels
- Make your Conversion Funnel available for personal use or everyone on your team
- Set your steps by Event or URL
- Re-order your steps by dragging and dropping each step
- See which team member created the Conversion Funnel
- View the summary page for stats and information including:
  - Completion rate as a percentage and total
  - Largest drop-off by percentage
  - Top day
  - Average time to complete
- Check the visual guide to determine how each step performed with a color indicator to show your biggest drop between steps
- Switch the Conversion Funnel’s view to see a daily trend of visitors on each step
Billing & Settings
- NEW! Pick a plan based on sessions rather than pageviews
- For Account Owners, check out your Plan & Billing section to easily switch between plans, add sites and see how many sessions you’ve used this month
- Set your custom notifications to notify you of the Events that matter most to you
Events (formerly Behavior Tags)
- Use our 29 pre-loaded System Events and more Integration-specific Events. New System Events include:
  - Rage Clicks
  - Shaky Mouse
  - Survey Responded
  - Auto-Fill
  - Reloaded Page
- Add your own New Event
  - By page visit
  - By element interaction
  - By API
- Turn any Event into a Key Event. Key Events will display within the Visitors’ Table and Visitor Profiles
- Get a quick look at occurrences over the last 7 days
- Quickly jump to visitors who triggered specific Events in the Events Log
- Use Events throughout Lucky Orange:
  - Filter the Visitors’ Table
  - Add valuable engagement information in Visitor Profiles
  - Trigger Surveys, Announcements and Chat Invites
  - Monitor from the Dashboard
  - Add Conversion Funnels steps
  - Create Saved Segments for future use
Email Reports
- Customize how and when you receive Email Reports including
  - Frequency (daily and/or weekly)
  - Hour of the day to send
  - Day of the week to send weekly Email Reports
  - Your account’s time zone
  - 5 additional email addresses to receive the Email Reports
  - Your desired Conversion Metrics
  - 4 additional Events to include in Email Reports
- Get a complete view of your website is doing with a minimum of 13 graphs, charts and data updates included in the Email Report
- Jump to pertinent Sessions directly from the Email Report
- Spot trends in your top Key Events
- Monitor top conversion funnels

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