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Character Counter in message box
Posted May 30, 2023
Character Counter option
Feature Request Summary:
It would be helpful to have a character counter display near the chat box. Perhaps something like:
Description/Use Cases:
Our use case is to provide legal information to folks who may not have the resources to find them. One of our methods is via SMS/MMS, and Twillo has a hard cap of 1600 characters. (https://www.twilio.com/docs/api/errors/21617) Since we provide legal info, I'm sure you can imagine how that can get lengthy. Ideally, there would also be a mechanism associated with this that would parse out replies into 1600 characters or smaller messages that could be sent in succession.
Business impact of limitation or missing feature:
This is critical for our foundation. As we ramp up the Helpdesk, we're going to see more and more texts come in, and it's going to be cumbersome for our Agents to have to use a third party tool to parse their answers down to bitesize blocks.
Other necessary information or resources:
https://kiosk.indianalegalhelpdesk.org
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3 comments
Ivan Milijic
+1 for this or any other kind of indication that the max char limit was reached and/or that message was truncated.
We have a simpler use case, in need of long texts in internal notes and what usually happens is that only at a later time agents realize that the original text was trimmed and that it is missing a huge chunk of useful information. At that point there is no going back, the opportunity to divide original text in multiple internal notes is missed. Having an indication that max char limit was reached would help avoid this kind of situations.
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Ivan Milijic
Not sure why is this waiting on my reply…
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Rachna Keswani
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
Thank you again for your feedback and for being a valuable customer with Zendesk.
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