Editable Text during online chat

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7 Comentarios

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hey Jane,

    Thanks for the feedback. Can you elaborate on the times you need to edit the text?

    Is it to correct a typo or more for updating incorrect information? Do you want the end user to be able to see the original version of the text.

    Chats in Skype is a bit different with chatting with a business, you want the chat or an email ticket to be the source of truth and with that it usually means the record cannot be edited. 

    -Ramin

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  • Jane Norris

    Hi,

    We are providing VoIP services, so when our customers turn to us via zopim we chat with them, we give details and other info. During this, there may happen misspelling, or wrong info pasted or some other cases.

    We'd like to give a chance to make the correction after clicking "enter".

    All our agents are humans and they can also make some misspellings.

    It would be better to edit the word and type correct one.

    we do not want the end user to be able to see the original version of the text/word.

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Thanks for the additional information on how a feature like this would help you out. Currently, we have nothing on the immediate roadmap to address this (next 6 months).

    If/when that changes, we will update you here so you can get early access to the changes.

    -Ramin

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  • HODAN ABDULLAH

    is there a button for editing the text for misspellings.

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    HODAN ABDULLAH currently, there is no option to edit messages after they have been sent. Some browsers have spell checking and you can use browser extensions also to help catch mistakes before sending. Alternatively, you can promote agents to use shortcuts that have accepted copy that is grammatically and spelled correctly. 

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  • Rajagokul Stalin

    Hi Zendesk Team!

    This is Raj, I left my feedback on edit/delete (messages) on Zendesk Chat on Linkedin and was asked to share it here. 

    So having used ZD for about 2 years for a SaaS, I loved almost EVERYTHING about you guys, specifically, the leadership board (my day-to-day refreshment :-)) except the absence of a feature which allows us to edit/delete messages sent. As a Customer Support Person, we don't necessarily need it all the time, but when there's spike in Chat Coverage or a Crisis for example. 

    When situations like this, mistakes might happen as you're expected to switch b/w multiple clients and I personally found it frustrating at times. Trust me! I'm a meticulous typer, but I'm prone to this too lol

    That being said, if you could consider the same in your upcoming rollouts, would be a life saver for Customer Support people who are going out their way to represent their brand day in and day out. Feel free to let me know if you have any questions!

    Best,
    Raj

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  • HODAN ABDULLAH

    i would like to add my voice to Raj , it will be great  help if there is a way to edit/delete

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