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Proactive Chat should work differently on mobile devices

Related products:Freshdesk
  • March 14, 2016
  • 4 replies
  • 30 views
M
Contributor

Proactive chat is an excellent feature and works great on desktops.


However, on mobile devices it can really obstruct the user experience.


A mobile device user has their screen hijacked by the chat dialog, and most times it is easier to exit the website rather than dismiss the dialog.  This is evident by a massive increase in bounce rates since using the proactive chat feature.


The simple solution is to switch it off, but it is definitely generating leads on desktop computers.


There should be a feature that allows the selection of behaviour on various devices.


For example: 


You can select Desktop On/Mobile Off


Or instead of showing a chat dialog on mobile, the icon could flash.


At the very least, some javascript parameter in the widget code to allow a developer to load the appropriate widget programmatically. 


if(screen.width>360)

{

   //LOAD WIDGET WITH PROACTIVE CHAT

}

else

{

    /LOAD WIDGET WITHOUT PROACTIVE CHAT

}

4 replies

S
Contributor

That's a great suggestion, Matthew. Will keep in mind and see how we can differentiate between mobile and desktops.

M
Community Debut
  • mckellen
  • Community Debut
  • December 15, 2016

I ran into the same problem, are any of the suggested changes/adjustments going to be implemented? 

K
Contributor
  • kevin_13599
  • Contributor
  • May 22, 2017

Hi.  Just want to add to the discussion.  This has become a big deal for us as we've implemented Freshdesk chat.  Proactive Chat has been amazing on desktop, but has spoiled the mobile experience and is unusable there because of the way it dominates the screen.  We're pretty torn on what to do.  


With mobile becoming way more prominent (for us, around 50% of our customers are on mobile devices), I hope this is something that will be addressed.


Thanks for your consideration!

V
Community Debut

Please try to add the below code snippet above the chat code it prevents the proactive chat in a mobile browser.

code

-----------------------------------

<script>

      document.addEventListener('lc_widget_loaded',function(){

        if(livechat.MainView.isMobileBrowser){

           livechat.ChatView.forceMinimized = true;

        }

     })

</script>

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