Briefing Doc: Draggable Chat Widget Feature Update

Date: November 12, 2024

Source: Product Update - Connected Email | Inbox

Subject: Draggable Chat Widget Feature Release

Overview:

This product update introduces a new feature that allows website visitors to drag the chat widget to any location on the screen. This addresses a previous issue where the fixed position of the widget could potentially obscure important website content.

Key Highlights:

• User benefit: Enhances user experience by providing flexibility and preventing the chat widget from obstructing crucial information or controls on the website.
• Functionality: Website visitors can easily drag the chat widget by clicking on the designated dragger (a series of 10 dots) located beside the chat launcher icon.
• Admin control: Administrators have full control over this feature and can enable or disable it through a dedicated toggle in the platform's settings. This toggle is found in "Settings > Inbox & Help Desk > Help Desk (or Inboxes) > Chat > Web Chat > Configure".
• Scope: The draggable functionality is currently limited to web-based chatflows and does not extend to mobile app experiences.
• Availability: This feature is available to users across various subscription tiers including CMS Enterprise, CMS Pro, Marketing Enterprise, Marketing Pro, Sales Enterprise, Sales Pro, Service Enterprise, and Service Pro.

Importance:

This update directly addresses a potential usability concern raised by customers, as stated in the source: "The fixed position of the chat widget poses the risk of covering up essential information and controls on customers' websites." By allowing users to reposition the chat widget, this feature promotes a more seamless and user-friendly browsing experience.

Potential Impact:

• Improved customer satisfaction: The increased flexibility offered by the draggable widget can lead to higher customer satisfaction by eliminating a source of frustration.
• Increased engagement: A more accessible and less intrusive chat widget may encourage users to engage with customer support more readily.

Next Steps:

• Communicate this feature update to all relevant stakeholders.
• Update user documentation and help materials to reflect this new functionality.
• Monitor user feedback and engagement with the draggable chat widget to assess its impact and identify any potential areas for improvement.