New chat design
We’ve updated the chat design — the new version can be enabled upon request via support@usedesk.com.
Contents
Design
What the default chat design looks like:
What the chat looks like in the new design:
The chat now has a more modern and visually appealing look — updated icons, fonts, and colors make it more intuitive and comfortable to use :)
Dynamic SLA
Added a dynamic SLA badge — hover over it to see detailed information about response and resolution times, and to change the SLA policy. When viewing the chat history, the badge is hidden to avoid distracting the agent from messages.
Channel switching
You can now switch the channel by clicking the channel name in the top-right corner of the message editor.
Client files
Added a Client files section that displays all files ever sent by the client.
Linked tickets
Added a Linked tickets section — it allows you to link a ticket to any other ticket by ID. This is useful if a client contacts you about the same issue from a different email, or when multiple clients report the same issue.
You can copy any ticket ID from the browser address bar while viewing that ticket or chat.
Unavailable features
Important! The following features are not yet available in the new design:
— Windows for creating outbound chats in WhatsApp Business, WhatsApp Infobip, WhatsApp Landbot, Viber Infobip
— Button for sending WABA templates in an existing chat
— “Reply in Direct” button for Instagram* chats