It would be nice if there was  front-end access to the history so providing backend accesss to the joomla site was necessary. You should expect that outside departments would want to review the transcripts for QA.

Better hierarchy and management of canned messages and with variable support.

Centralized repository for the responses a chat agents chould tie into.

Add email support for sending chat transcripts either internally or externally.

So far I'm pretty impressed with what you have already and the ability to transfer a chat was a nice and welcome surprise.  I think jlive Chat is well on it's way to being a great small business solution.

The new JLive! Chat v3.7.0 introduces global canned responses feature along with user-defined canned responses. We have also added the ability to review entire session transcripts from within the desktop application.