Typing Indicator Option Overview

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 after 30 seconds from 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 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 after 30 seconds from agent starts typing.
3. Multiple Agents Typing: If multiple agents typing in the same conversation
   • Customer View: Only the most recently typing agent 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 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 shown to the customer like in the below image.

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