Start Here: Web Widget Integrated Chat Experience - Early Access Program (EAP)

Épinglée

48 Commentaires

  • Commentaire officiel
    Lyndsey Woo

     

    Thank you for participating in the Web Widget integrated Chat experience EAP!

    We’re pleased to be moving into the next phase of roll out, making the new experience available to customers on a limited basis. Check out this announcement for more information on the Limited Availability.

     

  • Jacob J Christensen

    Hi Daniel,

    I just signed up, looks really promising!

    Bringing the End chat function to the front I think will be a big win for the end user and agent experience!

    Are there any plans to make changes to the search bar experience?

    This Christmas we introduced self-help to our web widget, which reduced the overall ticket count (great). BUT we also found a very significant amount of traffic was going to the webform instead of chat, resulting in longer wait times and a lower csat score (ouch).

    Introducing self service reduced the discoverability of the chat channel within the widget experience, is this something you would consider addressing in this program?

    Thanks.

    1
  • Andrew

    Hello - we use the web widget API to hide the launcher by default, so we can use our own help link.  We ended up having to do some tricks with the zopim js API to make sure the button was still visible when a chat was in progress (if the chat is minimized, the button disappears, and clicking our custom launcher reopened the widget but not the chat window.)  With the new integrated experience, has this been addressed properly? e.g. if we hide the web widget button, can the customer still easily get back to the chat-in-progress if they minimized the widget?  If the widget is minimized, and we send a new message, will the widget show to the customer?

    Also: will it carry over tags from the Web Widget contact form tags?  Or we still need the JS api to add chat tags?

    (I guess I could also try this when added to EAP)

    0
  • Daniel Aron

    Hi Jacob,

    Thanks for signing up and thanks for the feedback! We are indeed exploring improvements to the search bar experience and how self-service and contact channels work together in the Web Widget flow.  However, this is not directly related to the Integrated Chat changes and there is no set time frame for implementing any changes at this stage. A tip in the meantime - if Contextual Help is enabled, when the widget opens, the "live chat" button will be visible straight away. More on this here: https://support.zendesk.com/hc/en-us/articles/203908456#topic_bkd_qgd_bq  

    Cheers!

    0
  • Daniel Aron

    Hi Andrew,

    We haven't ported over zopim js APIs over just yet, but will be soon and layering this into the EAP. This includes adding a js API setting to add Chat tags. When you sign up for the EAP, you can specify in the form if you use particular zopim js APIs and we will enable your account for the EAP when they become available. 

    Thanks!

    0
  • Jacob J Christensen

    Thanks for the tip Daniel, we do have Contextual help enabled, but there's probably some improvement we can do there to hit more results and surface the channel button more often than we do today.

    0
  • Joel Hellman

    @Daniel Aron: I added my question in a separate post in this beta forum, not sure if you are following this post or the entire topic though. 

    0
  • Daniel Aron

    Hi Jacob, also you can use the zE.setHelpCenterSuggestions api to guarantee this experience on launcher click https://developer.zendesk.com/embeddables/docs/widget/api#ze.sethelpcentersuggestions.

    1
  • Daniel Aron

    Hi Joel, I am monitoring the topic, thanks for you feedback. Ramin's trigger pro-tip is a great way to encourage going back and browsing the Help Center while waiting for an agent. Always interested to hear suggestions from the community though! 

    0
  • Kelli Swygert

    All is working well, the only comment so far is that on the agent side of the chat, when the customer is typing and it displays the message that they are typing, it causes the text to jump. It's a bit hard on the eyes after a while. 

    0
  • Tomasz Eitner

    Hi Guys,

    On the beginning - this is a step in the right direction - Chat looks much better , looks more like 21st century. Well done.

    Are you able to let me know when will you be able to support Chat-specific JS APIs ? We have a multiple departments - and I do want to have department set to default via js.

     

    Cheers

    0
  • Ramin Shokrizadeh

    @Tomasz thanks for the feedback. The team are working on the JS APIs now, should have more to share about them next month.

    0
  • Laurent W. Broering

    Are customers able to paste images? I miss this feature dearly.

     

    Are customers able to scroll through previous chats in this version? This is deal breaker to us.

    0
  • Ramin Shokrizadeh

    Hi Laurent,

    Customers are able to send files via the EAP widget experience in the same ways they were able to in the current production experience.

    Conversation history is supported for the new chat experience if you use authenticated visitors. To learn more about authenticated visitors, please go here: https://chat.zendesk.com/hc/en-us/articles/360001301627-Enabling-authenticated-visitors-in-the-Web-Widget

    Thanks,

    Ramin

    0
  • Laurent W. Broering

    For instance if I want to send a screenshot to you I will need to first save the image file in my computer, then browse to select the file and then send it to your Customer Service. I can't understand why you don't cut the need of this intermediate step, allowing customers to paste the image (by simply typing CTRL+V) instead. I hope this will get fixed in this next version...

    0
  • Ramin Shokrizadeh

    Hi Laurent,

    We have this functionality within the chat dashboard but don't have immediate plans of offering it in the widget and isn't a feature in the EAP.

    The clipboard APIs required to support this feature does not support all browsers the widget currently supports. 

    One thing you can do today is drag the file on top of the widget and send it vs. selecting the send file option and finding the file.

    -Ramin

    0
  • Laurent W. Broering

    What is the chat dashboard? Never heard of it.

    Just wanted to say that most chat providers seem to allow that already, including the ones our competitors use.

    When we can't offer it because Zendesk doesn't plan to support it, in our customers' view it is our company's name that look bad, not yours. And being such a basic feature, it makes more difficult to justify the continuity of your product within our platform.

    I hope you can understand that the interface the client touches is just as important, if not more important, than the infrastructure we use to handle the requests we get.

    0
  • Ramin Shokrizadeh

    The chat dashboard is the agent experience of accepting Chats. We understand your feedback and agree it is something we can consider adding to the widget experience to make sending attachments easier, but it isn't within the scope of this EAP.

    If/when we decide to add it to the Web Widget, we will let you know.

    0
  • Laurent W. Broering

    Thanks, Ramin! Can you include us in the EAP? I have signed up for it but haven't been added to it so far :)

    0
  • Ramin Shokrizadeh

    You should hear from Dan shortly about the EAP and your account. 

    0
  • Daniel Aron

    Hi Laurent, I have now added you to the EAP and you should have received an email notification from me with further instructions.

    0
  • Ryan Rayfield

    Hey there - is this widget by change a bit lighter than the one currently in use?

    0
  • Jacob J Christensen

    I totally forgot about this EAP...Above I say I signed up, but I don't seem to ever have been added to it - no email, no “Enable EAP Chat experience” toggle in the Web Widget Admin page.

    0
  • Colin Wilkinson

    Great work with the updates -- it's refreshing to see.

    WRT "Chat-specific JS APIs those prefaced with $zopim i.e. $zopim.livechat. Existing Web Widget APIs will be available with this EAP.": We use this first and foremost to hide the department select option when initiating a chat (with all routing done through triggers based on URL, etc.), done `via$zopim.livechat.departments.filter('')`. Before we build out much more interaction with the widget this is something we'd want to see available.

    And an unrelated piece of feedback from the design teams on the updated widget look and feel is that it's very large on the screen. We've had a few customers unable to navigate or close the widget, which was displaying partially off the edge of their display.

    1
  • Ramin Shokrizadeh

    @Ryan the total footprint of Web Widget with Chat enabled should be smaller than the current version because it no longer requests for two separate Javascript files.

    @Jacob I have asked Dan to add you to the EAP.

    @Colin The team are actively working on adding equivalent Javascript APIs, including the ability to hide the department dropdown field. Since this is important for your current setup, I would recommend waiting on enabling the EAP until it becomes available.

    With regards to the feedback on size, the new experience should match the large window size of the previous widget. As more chats include rich content, there is an increasing need to increase the chat log area real estate in the widget. The widget window should not be partially cut off, could be a bug or you are using the offset/position API: https://developer.zendesk.com/embeddables/docs/widget/zesettings#offset

    If you have screenshots or pages of the issue occurring, please post it in the EAP community topic: https://support.zendesk.com/hc/en-us/community/topics/360000015688-Zendesk-Beta-Web-Widget-Integrated-Chat-Experience-EAP

    1
  • Daniel Aron

    @jacob I enabled your account back in April for the subdomain provided on signup "moderatorjacob". I'll reach out to you via email and you can follow up with me directly for anything further.

    0
  • Jacob J Christensen

    Thanks! I see it now.

    0
  • Darren Hua

    I signed up for it. Thanks for the option to sign up. Can´t wait to leave feedback!

    0
  • Darren Hua

    Implemented now and it works like a charm. I really appreciate the ability to switch back and forth!  Giving users both options is always great and very pro active!

    0
  • Daniel Aron

    Great to hear Darren!

    0

Cette publication n’accepte pas de commentaire.

Réalisé par Zendesk