The Typing Indicator enhances real-time communication by providing visual cues when either the customer or the agent is actively composing a message. This feature improves responsiveness and transparency during conversations.

Customer Typing Indicator

This indicator helps agents know when a customer is actively typing, allowing them to anticipate incoming messages and respond more efficiently.

1. When Typing: If the customer starts typing a message, a typing indicator is shown to the agent.
2. Typing Timeout: If the customer stops typing, the indicator will automatically disappear 30 seconds after the customer starts typing.
3. Message Sent or Removed: If the customer sends or removes a message, the typing indicator is immediately removed.

Customer Typing Indicator is shown like in the below image.

Agent Typing Indicator

This indicator informs the customer when an agent is preparing a response, enhancing the customer experience by showing that their query is being addressed.

1. When Typing: If an agent starts typing, a typing indicator is shown to the customer.
2. Typing Timeout: If an agent stops typing, the indicator will automatically disappear 30 seconds after the agent starts typing.
3. Multiple Agents Typing: If multiple agents are typing in the same conversation
   • Customer View: Only the most recently typing agent’s indicator is shown to the customer.
   • Agent View: Among agents, the typing indicator for the most recent agent is visible to all other agents, but not to the agent themselves.
4. Message Sent, Removed, or Conversation Switched:
   If the most recently typing agent sends or removes a message, or switches to another conversation, the typing indicator is removed for both the customer and other agents.

Agent Typing Indicator is shown to the customer like in the below image.

Agent Typing Indicator is shown to the agent like in the below image.

FAQs

1. Can the typing indicator be disabled in BoldDesk?
   No. BoldDesk currently does not offer a setting to disable typing indicators for agents or customers.

2. Does the typing indicator work in private notes?
   No. Typing indicators are only displayed for public replies in the Conversations tab. Private notes do not trigger indicators.

3. Does the typing indicator work across multiple brands or Help Center portals?
   Yes. Typing indicators function in all Help Center portals and branded widgets associated with your BoldDesk account.

4. Are typing indicators shown in Automation, Workflows, or SLAs?
   No. Typing indicators apply only to real‑time conversations. Automations, SLAs, and workflow rules do not interact with typing status.

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