Change the rating position in chat web widget

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3 댓글

  • Ramin Shokrizadeh
    댓글 작업 고유 링크

    Hi Melissa,

    Thanks for sharing your feedback. When we designed the mobile widget experience, we ensured that it followed common mobile human interface guidelines (44x44 pixel touch targets) around touch targets and ensured that there would not be any overlap that would trigger accidental taps.

    Here is an example of where you could tap without triggering the negative rating (red square represents the touch point of an average finger):

    People can make mistakes regardless of the amount of gap we put between icons when using their phone, so you can message the visitor if they intended the negative rating and use it as an opportunity to provide great customer service.

    Finally, you can choose to remove the chat rating options from the concierge area completely so they can only rate the chat when the agent sends the request or they end the chat themselves. Here is the API doc: https://developer.zendesk.com/embeddables/docs/widget/settings#concierge

    -Ramin

     

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  • Melissa
    댓글 작업 고유 링크

    Hi Ramin,

    Thanks so much for your support. We got many feedback from our users who gave bad rating, they said they were going to click the button '-', not the bad rating, so it is better if you can move the rating position or change bad and good. Or if you are unable to change, whether we can make some changes through the API?

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  • Ramin Shokrizadeh
    댓글 작업 고유 링크

    Hi Melissa,

    We have no immediate plans to change the position, so I would recommend hiding the rating icons in the concierge area using the API I mentioned before.

    They will still be able to rate the chat once they end or on prompt from the agent sending the request from the Chat dashboard.

    -Ramin

     

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