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Customer Widget Features

Customer widget features on top of SDK have the following capabilities:

FeaturesDescriptionScreenshot
Pre-Chat Form from Unified Admin

As an Administrator, one can create a dynamic pre-chat form in Unified Admin's Form Component to be used in the customer widget. For Admin Guide click here.

Make sure the pre-chat form must contain two compulsory fields.

  1.  First Name => first_name
  2. Customer Channel Identifier => customer_channel_identifier

Note: These two fields will be used for Customer identification on the Agent Desk.

       

Plain Text Message

The customer can send/receive plain text messages. The maximum character limit is 4096 characters.

Button Messages

This is an array of text buttons passed from the chatbot to Webchat. The business can customize the text of the Button Message as per their own choice.




                   

Send or Receive File

The customer can send or receive files by clicking on the file upload icon in the message composer box. Supporting the following file types with a maximum file size of 5 MB

Images

The customer can send images of the file type of

  • png,

  • jpg,

  • jpeg

Documents

Enables the customer to send documents of the following types:

  • txt.

  • pdf

  • ppt.

  • ppt,

  • pptx,
  • doc.

  • docx.

  • rtf.

  • xls.

  • xlsx

Audio 

enables the customer to upload and send audio messages of Audio (mp3) file type.

Video 

enables the customer to upload and send video files. The video file type (mp4) is supported as of now.

To send/receive files, enable file transfer from the unified admin.

Flexible Height of Message Composer bar

The default height of the message composer bar in the customer gadget is decreased to one-line text. The height of the message composer bar will increase automatically with multi-line text.


Note: The maximum character limit is 4096 characters. composer border turns red if the max limit is reached.

                                   


                                 


                                   

Receive Browser and Sound Notifications

This feature enables the customer to receive browser and sound notifications along with a beep for each incoming chat message.  The customer will receive notifications when he is:

  •  NOT in the browser tab of the web widget.

  •  NOT active in the window of the web widget.

and when 

  • His browser window is minimized.

The customer will not receive notifications when

  • He has blocked/not allowed notifications from the website where the web widget is deployed.

  • He is ACTIVE in the browser tab where the web widget is running.

                             

View Delivery Notification

A delivery notification lets the customers know that their messages have been sent and read on the other side. The customers see the double ticks as Delivery Notification as soon as the message is delivered and read. The double ticks 

  • are grey when the message is delivered.

  • turn into green when the message is read

In case the customer has sent the message but it is not delivered due to any reason instability of the internet, for example, the message will be shown as blurred.

Webhook Notification on G-ChatA Webhook notification lets the agent know a Google chat message in a space on initiating a web chat session

View System Notifications

Enable the customer to see the notifications during the conversation such as

  • Jack has joined the conversation

  • Anthony has left the conversation

View Typing Indicator

A typing indicator lets the customer know that someone is typing on the other side and the conversation is still alive. The Web Widget supports a typing indicator in grey color when someone is typing the message.      

                                         

Download Chat Transcript

This feature enables the business to download the full chat transcript at the end of the web chat.  Clicking on the Chat Transcript button at the bottom of the widget before Dismiss allows you to view a printable HTML page containing the complete chat record. If the business wants to get print of this, click Print or Cancel otherwise. 

   

Audio Call This feature enables the business to make a call to the support team at any time using this customer widget. Clicking on the phone icon on the top bar during an active chat session, to initiate an audio call to talk to the support agent. 
there are some other options enabled during an active call:
  • Mute/Unmute
  • End Call
  • Switch between chat and call during an active call.

                                                                     



                                                                   


                                               


                                     

Dynamic LinksThe Web Widget supports dynamic links which can be enabled from unified-admin web widget configurations. Businesses can use this feature to send and receive links between customers and agents. 

                                     

Font Resizer

The Web Widget supports three font size options Large, Medium, and Low. Businesses can use any one of their choice by clicking on the drop-down box at the top of the Web Widget as shown. This feature is enabled by default.

To fix the font size, De-activate Font Resize from the unified admin.

                                   

Send Message Right-to-left and left-to-rightBased on the browser language settings, of the customer widget. the direction of the message composer bar will be converted into RTL and the customer can send/receive the messages starting from the right and proceed to the left and started from the left and proceed to the right. If it is an RTL (Right-to-left language) such as Arabic, Hebrew, Sorani, Azeri, Aramaic, Persian, Urdu, Kashmiri, Pashto, Sindhi, or Punjabi the message composer and alignment will be Right-to-Left as shown. In the case of Right to Left language, the conversation transcript will also be Right to Left.

In the case of LTR (Left to right) language English for example, the message composer and alignment will be Left-to-Right.


Note: Only Arabic is the supported RTL language for now.

To send the message from Right to Left, choose the language from Default Language


Browser Compatibility

The browser is compatible with Chrome, Edge, Firefox, and Safari for now. 


Customer Gadget Browser Compatibility

Browser

Version

Compatibility

Google Chrome 

111.0.5563.14

Compatible

Mozilla Firefox120.0.1Compatible
Microsoft Edge 119.0.2151.97Compatible
Safari17.1Compatible
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