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Status Backlog
Categories Live Chat
Created by Guest
Created on Mar 13, 2023

Clarify inbound messages, outbound messages and comments in Chat conversations

The new design of a Chat conversation means that Inbound messages, Outbound messages and internal notes/comments can be difficult to distinguish due to the shades of blue and grey used.

The compose box also now has a "Shared Draft" bar at all times, which takes up screen space, and the draft does not auto-expand which makes it difficult to view and edit the full message before sending it.

Having the options to customise the colours of the messages or aligning outbound messages to the opposite side of the screen to inbound would help to distinguish these messages and auto-expanding the compose box would make it easier to view drafts before sending.

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  • Guest
    Sep 1, 2023

    Agree, our support team sometimes sends comments to customers by mistake.
    Quite difficult to follow up the UI, especially when there is an increased number of messages.


Update Front Chat timeline view to display customer messages on one side and chat agent messages on the opposite side

The current Live Chat timeline view displays all messages on the same side. It would be visually easier to process if the Customer message was one side of the screen, and the Chat Agent message was on the other side of the screen
about 1 year ago in Live Chat 0 Backlog

Offer different background color for external chat/email vs internal comments

No description provided
about 1 year ago in Live Chat / P3 display 0 Backlog