With Message Preview, agents can see what the consumer is typing before the message is sent. Allowing agents to proactively prepare for the consumer's incoming queries by performing actions such as retrieving information from the customer's account or checking on the status of an order before the message is sent. By being better prepared for consumer inquiries, agents will be able to significantly decrease the Average Hold Time and improve the consumer's overall experience.
Enable Message Preview
Go to Settings > Chat.
Navigate to the Web & Mobile section.
In the Web & Mobile Chat Settings section, toggle the Message Preview switch to On.
Click the Set Chat Details button. The Message Preview feature is enabled and available to agents in all Mobile and Web queues.
Agent Experience - Message Preview
In the Agent Adapter, the appearance of a Message Preview is very similar to chat messages that have already been sent, but with a few small differences. To differentiate between a Message Preview and a message that was previously sent by the consumer, the Message Preview is displayed with the following changes while the consumer is typing:
The background of the chat bubble is either white or transparent
The chat bubble has a dashed-line border
The chat font is italicized
The chat displays Message Preview below the bubble instead of the timestamp
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Once the consumer sends their message, the Message Preview is updated to display as a typical message with the colored background, standard font, and timestamp. The preview message is only displayed when the web SDK calls the start typing message. The duration of the display of the Message Preview is controlled by the web SDK client sending the stop typing request.