Questions tagged [chat]

In the context of interface design, chat refers to the patterns and components that support the feature and interactions for either a real-live exchange between an agent (either a customer/technical support personnel or an automated bot) and the customer.

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Which way of displaying unread messages count is better

I am in a dilemma over deciding user favored way of displaying unread messages count, currently, there are two ways in my mind, like Facebook Messenger and like Instagram, Whatsapp, and lots of other ...
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1 vote
2 answers
148 views

Why Slack/Discord/Other messengers places menu for message at the right side?

In Slack/Discord/Element/Gitter each part of the message is arranged on the left: Avatar, username, reactions, the text of the message itself (most texts are short). But each message has a menu: "...
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88 views

Usability of Chat Icons in Bottom Right of Websites

Thoughts on the usability of chat icons in the bottom right of web pages. This seems to be the norm. Should they always be present? Or if you have a support page, have a link for live chat and then ...
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Show chat history when joining a chat? [duplicate]

Building a social chat app for friends. When a user joins a chat, there may be some historical messages already in the chat, by default should those messages be shown to the newly arriving user?
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1 vote
4 answers
315 views

Is it good UX to show, or notify, users about deleted messages in WhatsApp?

Is it a good user experience for sender as well as the receiver of messages in any messenger app (here WhatsApp) to show that there were or was a message(s) deleted? If I send a message to anyone and ...
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3 votes
2 answers
426 views

Left aligned vs. versus aligned chat messages

I was looking for answer through whole internet but didn't find any logical solution. Basically, I'm designing something related with chat app and my main problem is, which messages alignment should I ...
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1 answer
69 views

Best practice on Web Chat “not working right now” messaging

We are currently integrating a web chat functionality on a utilities website, where customers can query their bill, or changing plans etc. with their cellular bills. The web chat will sit top right on ...
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0 votes
2 answers
97 views

Where to place the first message in a chat?

Imagine a simple messenger app. Where to place the first message(s) in a chat? See examples below. E.g. Slack, Facebook's Messenger does it the A way. Snapchat, WhatsApp does it the B way. I'd argue ...
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2 votes
0 answers
62 views

Have studies shown people actually use floating "Back to Top" buttons? [duplicate]

I know there are "guidelines" out there for how to handle floating Back to Top buttons, but I haven't found hard data or studies showing that users measurably prefer to use a Back to Top ...
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1 answer
90 views

Visibility of live chat bubble

I have been asked to find out if there's any pattern when it comes to the live chat bubble display. The thing is we currently keep visible not only the Hubspot bubble, but also an extra layer with an ...
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3 votes
1 answer
69 views

Need to have 2 sticky buttons - Signup and chat

I have a client requirement to have 2 sticky buttons on the home page. One is for signup and the other is for the Chatbot. I need suggestions on which placement would be better with least impact on ...
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3 votes
1 answer
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What are the most commonly understood signs/icons for chat interactions?

I'm designing an in-app chat feature where users get can live support from chat agents. What are the most commonly understood signs/icons for chat receipts like sending sent not sent delivered not ...
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Confirming to the user that the message was resent, after it failed on customer support chat

I'm designing a in-app live chat agent support UX. In the situation that a message wasn't sent to the agent, there will be a micro error message below the chat bubble with the resend option. my ...
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3 votes
1 answer
79 views

How to differentiate between a chat bot and a live chat agent on customer support live chat

I'm designing a live chat feature which uses a combination or live agents and chat bots to answer the users questions. My question in what ways can i help the user differentiate between a chat bot ...
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0 votes
1 answer
112 views

Should there be read receipts in chat applications? What are the pros and cons?

I am building a chat application. One of the things I'm wondering is whether read receipts, like many chat applications have, are a good idea. There are essentially four options: No read receipts ...
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How to best balance SalesForce "requirements" with UX best practices in contact/chat forms?

In developing some new contact us and chat (non-gated) fields, I'm finding that when I meet SalesForce "requirements" the fields are a UX nightmare. I'm ending up with a minimum of 5 fields, and with ...
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5 votes
1 answer
352 views

Do people actually use chats/chatbots on business websites?

I think most of us have encountered something like the following while browing any service website: Now to me, personally, these are always just an annoyance in my visual field of view that I have to ...
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2 votes
1 answer
249 views

Why online chat is so invasive?

I analysed the statistics to remove chat from the e-commerce but the online chat has a lot of conversions. On the other side, it is so invasive and absolute boring for customers that don't need or won'...
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8 votes
4 answers
590 views

Why do user's sent messages appear on the right?

I noticed that in many websites/apps like Messenger, WhatsApp, sending SMS on iPhones, Google Hangouts, etc. The user's sent messages appear on the right side. I'm wondering why not place it one ...
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0 votes
2 answers
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Is Linking to a Contact Form a Web Accessible Solution for a Live Chat Button?

I have a website that has a "Contact Us" button that opens a live chat window. It looks like this: This particular live chat provider is not accessible to those with disabilities. We contacted them ...
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1 vote
1 answer
130 views

Hiding the keyboard in a mobile app with a chat

I'm having some trouble hiding the keyboard in a mobile app with a chat hover the main UI (3). On iPhone, this action is usually done by clicking on the zone (3) or dragging down. But in my ...
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1 vote
2 answers
231 views

Build custom in-app Chat or make use of third-party Chat apps (Messenger, WhatsApp, etc...)

I'm interested about your opinions on the subject. PRE-NOTE I am not talking about using a chat SaaS (Sendbird, Pusher, etc...) BUT making use of existing, installed, chat apps. 1- IN-APP PROs ...
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2 votes
2 answers
138 views

Sending chat messages in real time

I am working on a chat application where I want to implement real-time delivery of the texts. As in, the texts get sent as the user is typing it in their textbox (just like Google sheets show real-...
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1 answer
256 views

Chat waiting time feedback

We have a Live Chat services but the problem is we don't have enough number of agents to answer all the inquiries of all customers. So customers really need to wait especially during peak hours. Our ...
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2 answers
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Lack of Agent feedback - Live Chat waiting time

What is your recommended solution for our Customer Service mobile app? We have a live chat that caters all the concerns of our customers but the problem is, we just have a limited number of agents ...
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2 votes
1 answer
106 views

Listing large lists of data

I am trying to build a chatbot to help me automate some of my administrative tasks. In some cases I am trying to locate some data or I'm trying to see what data I configured in my system. Like "show ...
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2 votes
1 answer
349 views

How can I display chat widget on mobile without affecting other artifacts?

I want to know a best way to display user chat icons on mobile, as these widgets are overlapping with other artifacts of screen. In mobile due to lack of space, overlapping of icons is appearing. ...
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-1 votes
1 answer
106 views

Why don't messenger carousel auto slide? [closed]

I had read some article that we shouldn't use auto slide carousel in website but I have question on Facebook messenger platform since many ppl use carousel to present menu to user. Should it auto ...
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2 votes
1 answer
111 views

Co-browsing support: initiated by customer or service rep?

We are currently putting together a co-browse feature for customers using web chat on our website, and the software that was purchased allows the customer to initiate a co-browse session (take control ...
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7 votes
5 answers
563 views

What is the logic behind delete other-end chat?

I am design a social network site. One of the most important feature of site is chatting. But I have no idea that should I give feature to delete messages including other end too. (Eg: If A send a ...
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1 vote
1 answer
131 views

How to properly handle editing/deleting chat messages?

I'm deciding how to handle deleting and editing messages in a web chat app. For now, I can think of a few things I need feedback on. Deleting/Editing should have a time limit - maybe like SE, 5 ...
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2 votes
0 answers
142 views

When allowing users to mute notifications in an app, what time duration options are most useful? [closed]

How does screenshot posted below make a difference by allowing to mute chats for 8 hours, 1 week, and 1 year and leaving some of the obvious usability cases like 1 month? What time-duration options ...
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1 vote
1 answer
350 views

Hierarchy in chat between sender & receiver [duplicate]

Why is it that many chat applications, the chat messages you send yourself are often highlighted with color, whereas the messages of the person you are talking to are often grey & seemingly lower ...
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5 votes
6 answers
541 views

Are there any good reasons for the fake 'X is typing...' delay of ChatBots?

Is this is something that will go away when the 'coolness' wears off or is there really a grounded reason; like people experience it as freaky when you get an instant answer; that it gives the user a ...
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0 votes
1 answer
614 views

Floating chat button best position

Where is the best position of the chat/help floating button in a content-heavy web page ? Is there any best practices to consider when it comes to eye tracking?
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0 votes
1 answer
454 views

What's the best place to put a live chat? [duplicate]

I know that this question has been asked couple of time already. But the situation is a bit different. Indeed we already have icon for feedback on our website (that I can easily move where I want), ...
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2 votes
2 answers
203 views

What would a solution in surfacing good chat messages from Video Live Chats look like?

Good messages create conversation, and good conversations are a source of knowledge for the whole community. Knowing that, why isn't any of the big social platforms allowing for live chat message ...
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1 vote
0 answers
67 views

Navigation - photo albums & chat

We are currently building a community site (hobby-project) and are having some issues with some ux-patterns. Our site has a header with some navigation, left sidebar used for filters or other stuff (...
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2 votes
1 answer
255 views

Why do Slack thread cards flow upwards instead of downwards?

Today someone replied to a thread in Slack, but I was not focused on that particular channel, so Slack attracted my attention to the "All Threads" page on the sidebar. To my surprise, when I opened ...
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0 votes
1 answer
107 views

Comments Box + Interuser Chat + Chat Support - altogether in the same site. How?

Here I go again with a major doubt. My IT team is building a marketplace website, and I've decided to add these 3 features: 1) a Comments/Discussion Forum on certain Resources/blog pages. I think ...
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5 votes
2 answers
3k views

In what order should chat messages be shown?

This is a deeper question than this question. When a chat message is sent in a decentralized system, there are multiple events happening in a row. If a message is sent through a routing server, such ...
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6 votes
4 answers
2k views

Why my chats are shown in right side? [duplicate]

Here you can see my today chat history: Yeah, the blue colored are mine. Why these are right aligned? Is it because of most people are right handed or earlier chat app implemented this way? I'm ...
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1 vote
2 answers
182 views

Minimising a chat screen in an app?

I wonder if you guys have any suggestions for minimising a screen (e.g. Chat screen) in an app. I think this is more desktop approach not mobile. Any insights or experience you can share would be ...
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  • 129
3 votes
2 answers
3k views

Mobile chat app send button: on keyboard or interface?

You would think that having the button closer to where you're typing would be more ergonomic, but I've been tripped up by the keyboard location on snapchat before. Can the "on-interface" send button ...
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  • 45
0 votes
4 answers
140 views

How to avoid unnecessary notifications in one to many chat app

I am working on an application where one person consult/answer queries of lot of people (let say 100 to 200). Current system is very similar to any chat application in market, main difference is, it ...
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2 votes
1 answer
204 views

How to quote images / source code / snippets

I am building a chat, but this question is not limited to this. In fact, any forum has to have encountered this problem as well. I wonder how to quote big content appropriately, considering the flow ...
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3 votes
2 answers
1k views

New Message Notifications and Unread Message Counts across Clients

This UX question is unusual in that it deals with the user experience across several devices and modalities, and not just within one screen. Suppose you have a chat app that can be accessed from ...
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1 vote
1 answer
152 views

How do I delete multiple chats in a hybrid chat Application

I am designing a Hybrid mobile chat application. I am trying to find ways to delete list of chats. Android: Long press to select multiple chats and delete. iOS: Tap edit, select multiple chats and ...
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2 votes
1 answer
48 views

How long the user can wait for help (chat)

I create a chat (support) for application. Are there any research about how long the user can wait for help? I want to ensure that after a specific time the user will be connected with the consultant....
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1 vote
3 answers
1k views

Live Chat - Where to Place Button on a Customer Service Portal

Short background is that we're working with a self service portal. The home page will feature a call-to-action of a search form for their queries e.g. "What is the flexi time policy" Below this ...
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