We’ve Updated the NovaTalks Web Widget
We’ve updated the NovaTalks web widget to make communication on your website more enjoyable and transparent for both customers and agents. Below, we’ll explain what has changed and why these seemingly small improvements make a real difference.
A Quick Overview of the Update
In a single update, the web widget received six noticeable improvements. Here’s a quick summary:
| Feature | What it does |
|---|---|
| Typing indicator | Customers can see when an agent is typing a reply, eliminating uncertainty |
| Reply to a message | Agents can reply to a specific message to keep conversations in context |
| Sound notifications | Customers won’t miss new messages from the agent |
| Auto-hide bot buttons | Suggested reply buttons disappear after selection, keeping the interface clean |
| Read status (✓✓) | Customers can see when their message has been read by the agent |
| Full responsiveness | The widget works seamlessly on desktop, tablet, and smartphone |
Let’s Take a Closer Look at the Key Improvements
Transparent Conversations: Typing Indicator and Read Status
One of the most frustrating things in live chat is uncertainty. The typing indicator lets customers know that an agent is already typing a response, so the pause no longer feels like “radio silence.” Instead of wondering whether anyone is there, customers can see that someone is actively responding and simply wait.
The read status (✓✓) answers another common question: “Has anyone seen my message?” Customers now know for sure that their request has been read, so they don’t feel the need to send the same message multiple times. For businesses, this means fewer duplicate messages and calmer conversations.
Keep Conversations in Context with Message Replies
In live chats, conversations often branch into multiple topics. A customer may ask a follow-up question while the agent is still responding to an earlier one. The reply feature allows agents to respond to a specific message, making it immediately clear which question they’re answering. Conversations stay organized, and context remains visible—especially in long chats with multiple questions.
Small Improvements That Save Time: Sound Notifications and a Cleaner Interface
Customers rarely stay focused on the chat window alone. Sound notifications alert them whenever a new message arrives from the agent, even if they’ve switched to another browser tab or application. This keeps the conversation moving without unnecessary delays.
We’ve also made the interface cleaner. Bot suggestion buttons now disappear automatically after a customer selects an option. Old suggestions no longer clutter the chat window, making the conversation cleaner and easier to follow.
A Perfect Experience on Any Device
A significant portion of website visitors browse from smartphones, so the widget needs to work equally well on every screen. The updated NovaTalks web widget is fully responsive, displaying and functioning correctly on desktops, tablets, and smartphones. Customers don’t need to zoom in or search for hidden controls—everything stays exactly where it should, regardless of the device.
Frequently Asked Questions (FAQ)
What new features have been added to the updated chat widget?
The update includes a typing indicator, replies to specific messages, sound notifications for customers, automatic hiding of bot buttons, message read status, and full responsiveness across different devices.
Does the updated widget work on smartphones?
Yes. The widget is fully responsive and works correctly on desktops, tablets, and mobile devices without requiring any additional actions from customers.
Why are the typing indicator and read status important?
Both features make conversations more transparent. Customers can see when an agent is typing and when their message has been read, reducing uncertainty and minimizing duplicate requests. The chat experience becomes much closer to the messaging apps people use every day.
How can I start using the updated widget?
The update is already available. To get the updated widget code, go to Settings, open the widget with the Website channel type, and select Widget Installation Code.
Try the Update Today
Experience the updated web widget in action. Customer communication becomes faster, and your support team can work more efficiently. Learn more about NovaTalks’ capabilities and enable the updated widget on your website today.
