Prophetic Chat Message - Zopim Feature Request

1 Comentarios

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Mark,

    Love the feedback and really appreciate the detail you provided in your request.

    We hear this feedback frequently from people switching chat providers. At Zopim, we don't agree on having agents see information as its being typed/not sent because the visitor doesn't know that it is happening. They could type in sensitive information by accident and an agent would be able to see it (and the visitor not knowing that was the case).

    Disclosing that to visitors might also scare them. Should it be mutual where the visitor can see what the agent is typing (so the expectations are the same)? These are questions we are asking ourselves and customers to see what is the right thing to do, even if it means not being aligned with what competitors offer.

    There are no immediate plans this year to add this functionality in the roadmap. If that changes, we will let you know through this post.

    Thanks,

    Ramin

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