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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2answers
47 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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1answer
35 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 ...
4
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2answers
249 views

Survey structure for Live Chat Transfer between Agents

I'm developing a live chat application for my site and want to include a post-chat survey to gather feedback on my Agents. However, I have two types of Agents, for dealing with different queries, and ...
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2answers
88 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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0answers
57 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 ...
2
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1answer
103 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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1answer
62 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 ...
3
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1answer
127 views

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 ...
3
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1answer
60 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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0answers
47 views

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 ...
3
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1answer
71 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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1answer
73 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 ...
3
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1answer
73 views

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 ...
5
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1answer
262 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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1answer
240 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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4answers
324 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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5answers
1k views

Does the height of an input field affect UX?

Overview I'm working on a project that includes an in-browser Chat feature. We're looking for ways to improve the UX. Problem Today, our online chat UI offers a textareathat allows customers to ...
59
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11answers
8k views

Why is the input field always at the bottom of a chat window?

It seems like the input field for writing your messages in a chat application is always placed at the bottom of the conversation. Do we have any argument for this seen in a UX perspective?
7
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5answers
404 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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2answers
291 views

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 ...
9
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1answer
2k views

Best practice on Web Chat “please wait” 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 electricity bills. (this will be available to all ...
0
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2answers
62 views

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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1answer
80 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 ...
3
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4answers
262 views

group chat approaches for crowds

I'm planning to write a group chat platform to use in crowded situations, like events, parties or shows, for example. the simple approach would be to put everybody in the same room. but having a ...
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2answers
135 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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2answers
201 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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1answer
227 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 ...
2
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1answer
92 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 ...
2
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1answer
248 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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1answer
100 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 ...
2
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0answers
124 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 ...
0
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1answer
101 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 ...
5
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6answers
505 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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1answer
99 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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1answer
312 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 ...
0
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1answer
559 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?
2
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2answers
198 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 ...
0
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1answer
445 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), ...
2
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1answer
211 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 ...
5
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2answers
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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0answers
62 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 (...
7
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4answers
645 views

Displaying and/or searching across thousands of contacts?

The Need Our application has a chat feature that allows our users to chat with other users within their database. However, we're adding a feature that allows clients to share data between multiple ...
15
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3answers
2k views

Chat arrangement question: Left or right?

I'm building a small chat. Now I see but in other chats (whatsapp, facebook mobile chat, sms ...) that the arrangement is always the same: Left: the chat partner. right: myself Why is that?
6
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4answers
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 ...
2
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1answer
203 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 ...
3
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2answers
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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vote
2answers
150 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 ...
0
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4answers
125 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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1answer
147 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 ...
3
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2answers
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 ...