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Chat popup on page load

  • 25 March 2024
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jbobbermen
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Hi

We have a Freshchat widget on our website that we’re trying to direct customers to. We’ve investigated having the chat widget open automatically on page load or after a delay, using the instructions found here; however, we’ve found that on mobile phones the opened chat widget is too big and covers the entire screen, confusing customers.

I have two questions on this function:

  1. Is it possible to modify the JS code to only open the full widget if the user is on desktop?
  2. Is it possible to display a smaller message encouraging users to open the widget instead of the full widget? e.g. like this:

     

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Best answer by Surya_narayanan 10 April 2024, 08:57

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TasiaWells
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On desktop, automatically open the full widget for users. On mobile devices, display a smaller message encouraging users to manually open the widget. This approach ensures a tailored user experience based on device type while promoting engagement with the widget's functionality.

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Surya_narayanan
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Hi @jbobbermen, 

For your queries:

1.Is it possible to modify the JS code to only open the full widget if the user is on desktop?

Ans: It is currently not possible to determine if the widget is loading in a desktop or a mobile device.

2.Is it possible to display a smaller message encouraging users to open the widget instead of the full widget? e.g. like this

Ans: You could make use of the chat widget campaign for this use case, Please check out the below article for the same:

 https://crmsupport.freshworks.com/en/support/solutions/articles/50000003026-how-to-setup-triggered-messages-in-freshworks-crm-

jbobbermen
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Hi @jbobbermen, 

For your queries:

1.Is it possible to modify the JS code to only open the full widget if the user is on desktop?

Ans: It is currently not possible to determine if the widget is loading in a desktop or a mobile device.

2.Is it possible to display a smaller message encouraging users to open the widget instead of the full widget? e.g. like this

Ans: You could make use of the chat widget campaign for this use case, Please check out the below article for the same:

 https://crmsupport.freshworks.com/en/support/solutions/articles/50000003026-how-to-setup-triggered-messages-in-freshworks-crm-

 

Thanks for your suggestion Surya.

While the linked article wasn’t exactly what we were looking for (it appears to be only for Freshsales and Freshmarketer), your comment did lead me to finding the Freshdesk Customer Journeys option:

https://crmsupport.freshworks.com/en/support/solutions/articles/50000004359-send-proactive-messages-and-engage-your-customers

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