Welcome to User.com 3.0

Why is new version better than the old one?

General advantages

• higher efficiency across the whole platform (e.g. speed of execution)
• dedicated server resources for large clients
• option to choose a datacenter (e.g. France, Canada, Brazil, Australia)
• improved UX and UI application interface
• individual domain for login (e.g. success.user.com)
• additional queues to handle tasks (reduction in delays)

New modules

• ticketing system (coming soon)
• integration with Google Calendar (coming soon)
• integration with Google Ads & Adform (coming soon)
• more advanced filtering options
• product recommendations (Our eCommerce clients will love it.) (coming soon)

Are there any disadvantages in this switch?

Only one: temporary lack of mobile app for chat managing 

We are in the process of creating new mobile applications (Android and iOS versions). Unfortunately, current apps won’t be supported on the new environment.

But, don’t be sad. We are preparing the upgrade for mobile apps so that you will receive better design and a wider range of features there.

Important to remember

• Old login credentials remain unchanged.
• The new login address is app.user.com where you will see the addresses of all your apps, if you have access to several (e.g. success.user.com).
• The entire migration process takes about 1 hour for every 50k users you have in the app.
• During migration, we do not collect data. So, there will be no data gathered till the migration is finished. For example, if we start the migration at 14:00 and finish at 16:15, there will be a lack of details for that period of time.

What should I do on my side?

• Change the widget script: replace the address widget.userengage.com to yoursubdomain.user.com;

This is what the old script looks like on your website or GTM:

<script data-cfasync="false">window.civchat = {
      apiKey: "3NQVVV",
    };
  </script><script data-cfasync="false" src="https://widget.userengage.com/widget.js"></script>

This is what it should look like after migration:

<script data-cfasync="false">window.civchat = {
      apiKey: "3NQVVV",
    };
  </script><script data-cfasync="false" src="https://yoursubdomain.user.com/widget.js"></script>

• Change the endpoint addresses in the API the same way. (We are preparing the updated API docs with new links.)
• If using Slack/Zapier integration, connect it to your User.com account once again; there is a new app for User.com in Slack.
• Please, re-upload the avatars of your agents in your application.
• Remember, that old links in emails delivered before the migration won't be working in inbox.

What does the migration process look like?

1. Apply for migration of your app. (Please, contact our support team via chat on user.com.)
2. Together with the support agent, choose a unique and unchangeable address of the subdomain; for example, your company's or project’s name or coca-cola.user.com.)
3. Schedule the time of migration. (Set this up with our support team as well.)
4. Wait.
5. Once the migration is complete, you will receive confirmation. At that time, you will be able to login to the new interface.
6. Please, remember to change the widget code and update your API addresses. (See “What should I do on my side?” in this article.)

We are planning to switch our clients’ apps one at a time. That’s why we want to set deadlines as quickly as possible, to make them suitable for each client.

If you have any questions, feel free to contact our support team via chat at user.com.