1. Chat box format

• 400x650px is the format of the new chat box. This format aims at providing visitors with an enhanced conversational experience.
• This new chat box is responsive, optimising it for any display resolutions, on any devices, especially smartphones where the chat box is in full screen.

2. Chat button

• We have created a new chat button in bubble format when the chatbox is minimised.
• We display the number of new agent messages using a dot.

3. New conversation thread

• The following elements have been redesigned:
• The chat bubbles for both agents and visitors
• The display of emojis for more visibility 
• The animation displayed when a respondent writes a message
• The display of the conversation's start date
• The display of rich contents (images, attached files, links, ...)

• We display the history of past conversations and of the conversation in progress.
• Messages informing you of the beginning and end of the conversation disappear.

• The text input field is now automatically extended as you write your message.
• When sending messages, you have access to an emoji panel.

• The settings panel is available from the area at the top of the chat box.
• You have fields to fill in visitors' e-mail addresses and allow them:
  • to receive the conversation history via email
  • to be notified by e-mail when agents wrote a new message whilst visitors were offline (asynchronous chat)
• You have access to GDPR information.
• You can hide the history of active and past conversations.

• Visitors can no longer close a conversation. Now, they can only minimise the chat box. The chat box will now disappear if agents close a conversation after visitors complete the satisfaction survey or start browsing a new web page.

• The new chat box is accessible to all users, including disabled persons, regardless of the device used (mobile phones, tablets, etc.) or conditions of use (noise level, lighting, etc.).
• Requirements met by the Messenger to be compliant with AA level of WCAG 2.1 Standard:
  • Comply with minimum contrast ratio (builders allow to choose the color, the Brand is responsible to choose colors with a minimum contrast ratio)
  • Anything that appears, disappears, or changes in the notification button & chatbox, has to be announced by the screen reader
  • Any error, alert or information message that appears as a result of a user action should be announced by the screenreader
  • Users should be able to navigate the entire chatbox using the keyboard
  • Users should be able to reduce the chatbox with escape key
  • No duplicated IDs
  • HTML should be structured properly and follow a logical order (based on the entire website)