Web Chat Enhancements

Interaction Connect users can use these new features in web chat interactions:

• Insert an Emoji in a reply.

• Quote an earlier message in a chat conversation when replying.

• Use multimedia in replies. Insert an https link to a video, an audio file, or an image. Interaction Connect embeds a video or audio file player or displays the image in the agent's view of the chat.

  Note: The links are transmitted to chat participants. Visitors using the Interaction Web Tools chat or chat widget on your company website can click the link and open it in a separate browser tab.

  Example: An embedded video player appears in the Current Interaction view for supported formats like YouTube, Vimeo, and Imgur.

  

We have improved the chat interface in the Current Interaction view in other ways.

• Chat messages and replies appear in chat bubbles.

• Icons indicate if you are talking with a customer or another agent.

• Message indicators appear on the My Interactions and Current Interactions tab alerting you to new or unread chat message needing a response.

• The typing indicator is now text instead of an icon.