Viewing past chat conversations in the integrated Web Widget

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9 Comments

  • Krzysztof Klimek
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    Hi Ramin

     

    Thanks for getting back. Please try to fix it as soon as possible. I have around 800 customers on the website at the moment. We are in the most busy period of the year.

     

    Best
    Krzysztof

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  • Krzysztof Klimek
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    Hi Ramin

    We can see this option today on our web widget. 

    Our customers are able now to view past chats trought the widget, however there is no way for them to go back and start chat.

    I think someone forgot to add a 'back' button to this option.

    Can this be fixed ASAP>?

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  • Ramin Shokrizadeh
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    Hi Deidre,

    If you have pre-chat form turned on, they wont see the history until they click the link to see the past chats. They won't see the conversation history in the chat log when they click on the widget button. 

    If you are seeing something else, please email chat@zendesk.com

    -Ramin

     

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  • Deidre Jones
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    Hi Ramin, 

    That makes sense. I have to discuss with the business units to see what they want. At least I can give them options now. 

     

    Thanks for the feedback. 

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  • Deidre Jones
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    Hi Ramin, 

    Thanks for the feedback. So while we are piloting chat with a test account, when we open the chat window there's already text there as if it's been a continuous conversation (kind of has).It doesn't look bad but it seems that there would be a link or button to display the history of the chat if the end user desires to see it. 

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  • Ramin Shokrizadeh
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    Hi Krzysztof,

    Thanks for reporting this, I noticed it also on your website. I have notified the Web Widget team and they will be looking into it shortly. I will get back to you once I hear the fix has been deployed.

    Thanks,

    Ramin

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  • Ramin Shokrizadeh
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    Hi Deidre,

    Thanks for sharing your feedback. Currently, there are no settings to disable the pulling of chat history once the visitor has been authenticated.

    Can you elaborate on how or why it looks confusing? Would having past conversations be available to your customers be useful information/context for them?

    As for current workarounds, you could look at building a custom widget (requires development work) with the Web SDK and choose to not fetch the past chats.

    You can learn more about the Web SDK here: https://api.zopim.com/web-sdk/

    Information on how to authenticate visitors with the Web SDK: https://api.zopim.com/web-sdk/#visitor-authentication

    If you do want to later fetch history with the Web SDK, this is the API that you would need to use: https://api.zopim.com/web-sdk/#zchat-fetchchathistory-callback

    -Ramin

     

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  • Ramin Shokrizadeh
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    The team are working on a fix now and it should be deployed shortly. Thanks for your patience and reporting it to us.

    Update: the fix requires more testing time and the team are planning to release it tomorrow morning. Sorry for the inconvenience, they want to make sure the fix does not introduce other issues.

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  • Deidre Jones
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    Is there a way to turn the chat history off?

    We are launching chat and see the history from our user test account. It looks really confusing. Can we have the option to turn off the History?

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