On September 23, we received the following alert from the UCPath Center.

As of September 22, UCPath launched an enhanced version of our Live Chat feature, bringing meaningful improvements to the employee support experience. Employees will find a more reliable, accessible and user-friendly way to connect with UCPath agents.

What’s New

Improved Chat Availability

• The chat icon remains visible during business hours
• The chat queue allows for an unlimited number of employees to join
• Employees will no longer see a “No Agents Available” message due to queue limits

Estimated Wait Times

• When UCPath receives 10 or more chats in a day, an estimated wait time is displayed to help manage expectations

 Persistent Chat Sessions

• If an employee navigates away from a chat-enabled page, their chat session will stay active in the background
• Returning to a supported page will reopen the chat window and restore previous messages
• This enhancement reduces interruptions and creates a smoother support experience

Looking Ahead: Enabling Future Chatbot Support

This upgrade lays the foundation for integration with UCPath’s upcoming chatbot, planned for release in October 2025. The chatbot will provide 24/7 support and consistent responses to common inquiries, helping to expand self-service support across the UC system.

No Action Required

There is no impact to how employees launch Live Chat or access UCPath. These enhancements are designed to improve service quality without requiring additional training or setup.

Thank you,
UCPath
(855) 982-7284
Monday - Friday from 8:00 a.m. - 5:00 p.m.
ucpath.universityofcalifornia.edu