Chat foundations

We've started work on our client-side chat widget — what your customers will use to talk to you.

Chat widget

Most existing offerings opt for a floating widget which you can integrate via a script tag. Those can be quite handy and simple to set up, but offer little control when they need to work as part of an existing web app. We're going to instead offer greater developer controls by providing an NPM package where companies can integrate the widget into their UI however they like — for example, by customising individual components, changing how and where it appears, theming it, and so forth.

In the past week, we've built some of the foundations for this:

  • Session token handling — the chat widget now accepts a signed JSON web token that identifies the customer and then exchanges that with via our customer API for a session token.
  • Receiving and sending chat messages — we now render chat messages and let your customers respond. Gotta start somewhere!
  • Marking as read – The widget now correctly marks messages as read… when they are read. This is important for notifications!

Other changes

  • Via our API you can now get summarised timeline stats per customer. This, for now, includes how long they have been waiting for a reply, what channel they last used to get in touch and also an unread count for all activity in the timeline.
  • API support for filtering customers by last contact channel, whether they are assigned to anyone, and by a specific assignee.
  • #changelog
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