July 30, 2025
Pantheon has deployed a new live chat support experience which unifies our backend infrastructures for Live Chats and Support Tickets.
Key Changes
- Faster support: Combining the backends for tickets and chats means quicker routing and less waiting.
- Improved consistency: Support engineers now have stronger context and continuity for conversations across chat and ticket histories.
- Transcripts: Chat transcripts are no longer available self-serve by the widget, but can be provided upon request.
What to Expect During the Transition
- No interruptions: Users will not experience any interruption in accessing live chat support during this transition.
- Chat history: All chats from the last 30 days prior to the transition will be moved to tickets.