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Miranda Burford's Avatar

Miranda Burford

Joined Apr 14, 2021

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Last activity May 04, 2023

Zendesk Product Manager

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ACTIVITY OVERVIEW

Latest activity by Miranda Burford

Miranda Burford commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi All,

I'm pleased to announce that the hide & show APIs for the messaging Web Widget are now available.  These APIs are typically used to hide/show the Web Widget on certain page URLs or during different times of the day (to align with business operating hours).  

If you have any questions or feedback, please do not hesitate to let me know.  We look forward to hearing how you implement these on your website!

- Miranda.

View comment · Posted Apr 06, 2023 · Miranda Burford

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Miranda Burford commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi Tim,

>I wondered about the ability to OFFSET the widget too?

The offset setting is now available within Admin for messaging.  The settings apply to all pages though and not per page via an API.  Are you trying to adjust the position per page?  Unfortunately, that's not possible today but it's something that we will log for future consideration.  Thanks!

View comment · Posted Mar 29, 2023 · Miranda Burford

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Miranda Burford commented,

CommentWeb Widget documentation

Hi Pedro,

>There is no option to enable it on the end user side.

Admins have the power to decide whether to enable end user sound notifications.  Then, end users have the option to be able to turn those off and on.  End user toggle is included below.

View comment · Posted Mar 29, 2023 · Miranda Burford

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Miranda Burford commented,

CommentWeb Widget documentation

Hi Pedro,

End user sound notifications are now supported within the messaging Web Widget.

  • Sound notifications (Web Widget only), which activates audio alerts for your customers when they receive a response from an agent or bot in an inactive Web Widget messaging conversation. When activated, customers can choose to disable sound notifications on their end of the conversation.  You can turn on within your Web Widget channel settings.

- Miranda.

View comment · Posted Mar 27, 2023 · Miranda Burford

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Miranda Burford commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi Tim Sulzberger,

It's coming!  We are working on hide/show APIs within messaging right now.  We expect to release in about 3ish weeks.  Stay tuned!

- Miranda. 

View comment · Posted Mar 24, 2023 · Miranda Burford

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Miranda Burford commented,

CommentWeb Widget documentation

Hi Fiona,

The Web Widget code snippet is exactly the same and doesn't need to change.  You simply need to switch on the toggles within Admin Center and change any Web Widget settings for messaging that you wish.

Thanks!

View comment · Posted Mar 17, 2023 · Miranda Burford

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Miranda Burford commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi All,

Good news!  End user sound notifications are now live for all messaging customers!

> Link to the help documentation

If you're an existing messaging customer, you'll need to enable sounds within your Web Widget settings (by checking 'Play notification sounds for new messages').

Thanks,

- Miranda.

View comment · Posted Feb 23, 2023 · Miranda Burford

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Miranda Burford commented,

Community comment Feedback - Chat and Messaging (Chat)

Yes, the plan is to release before the end of the month.  I will post in here as soon as it's available to customers.

- Miranda.

View comment · Posted Feb 13, 2023 · Miranda Burford

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Miranda Burford commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi Brian,

Thanks for your post!  When you say 'Chat widget', are you referring to Web Widget (Classic)?  Thanks for bringing these to our attention.  I'll add these to our backlog but it's unlikely that they will be addressed in the future.

For now:

  • We recommend that customers adopt the Zendesk Web Widget (for messaging) for optimal Accessibility support.
  • The Zendesk Web Widget (for messaging) is partially compliant with WCAG 2.1 AA as of August 2022.
  • The product was audited to WCAG 2.1 AA in Q4 2021 and a VPAT report was published in November 2022 (see zendesk.com).
  • In the future, we will be investing further in accessibility within the messaging widget only (not Classic) which is why we recommend that customers considering migrating at this time.

Thanks,

- Miranda.

 

View comment · Posted Jan 09, 2023 · Miranda Burford

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Miranda Burford commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi All,

You'll be pleased to hear that we have plans to introduce hide/show APIs within messaging in 2023.  It's currently on the roadmap but I don't have information around timelines at this stage.  Hopefully it's early in the new year but I can't make promises quite yet.  I should be able to provide a more accurate timeline in February 2023.

Thanks,

- Miranda. 

 

View comment · Posted Dec 21, 2022 · Miranda Burford

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