Live chat user experience changed without notice



  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Nitin,

    Thanks for sharing your feedback. I am guessing you are talking about the widget changes. The new integrated experience offers nearly all the same features as the old experience, colour settings should persist but the look and feel of the widget will change to match the rest of the Web Widget experience.

    The changes were communicated throughout the period of a year:

    • Early Access Program was announced on April 19th, 2018
    • Limited Availability was announced on Feb 15th, 2019
    • General Availability was announced on September 5th 2019

    We also included it in the global release notes:

    If there are specific components of the widget experience you dislike, please let u know and we will consider it for future enhancements. But there is no option to revert back to the old experience right now.




  • Dan Ross
    Community Moderator

    Hi Ramin Shokrizadeh

    One feature that went missing after the change is the ability for users to drag and place the chat window anywhere on screen. This was present in the old experience and helped in situations where the chat Ui blocks an in-app element. 

    Would love to see its return.

    Thanks for considering!



  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Dan,

    Thanks for sharing your feedback. I will pass it to the Web Widget team, since they would need to make all components moveable and not just the chat part.

    If the widget or launcher is consistently blocking parts of your UI, you can look at using the offset APIs to move it.




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