In the new widget version, the message input field no longer appears when a trigger message is shown. This change is a big problem — it directly reduces the number of users who start a chat.
Before update, users could reply to the trigger instantly. Now, without a visible input box, many leave without interacting at all. We’ve seen a clear drop in engagement since this update. (from over 100 chats a month to just 27).
This is especially bad on mobile. Opening the full chat window right away is intrusive and often annoying for users. The old version — where a trigger showed with a visible message input — worked perfectly. It let users reply quickly and easily without being overwhelmed. Now, users just see a message with no way to respond. Many assume they’re being approached by a bot and ignore it completely.
Please bring back the input field under trigger messages. It was a simple but really powerful feature.
There was a bug related to the new design that displayed ‘‘Message’’ view without the typebox if the pre-chat form was enabled and the trigger fired.
This bug has been resolved since.
We plan to add more settings to control ‘‘Home’’ and ‘‘Message’’ view preferences with future updates.
I was referring to the issue of not showing the textbox when the widget is maximized by clicking the Suggested Message button that’s part of the trigger.
As for the textbox that shows up underneath the message preview bubble, feedback we received was that it is taking up too much space for mobile users.
Nevertheless, I’ve forwarded this feedback to our design team.
Hey @Ralph Thank you so much for responding to my thread! Yeah, I may not have explained everything well. The main issue I raised was actually not about the bug with pre-chat form, but a missing chat input bar at the bottom of every trigger, also shown by @LEOHDZ. I totally get that removing the chat input field helps create a cleaner interface when using the “Suggested Message” feature. But for regular text-only triggers with no buttons, the chat input was super useful. Without it, customers find it harder to respond and most of the time assume they’re talking to a bot instead of a real person, which really affects engagement and makes it harder for us to generate leads (as for some reason, customers are much less willing to trust AI with their personal data compared to real agents).
Could you please prioritize this issue? I really appreciate your help in ensuring a smooth user experience.
I’ve talked with our design team and the current plan is to add a toggle in settings that would allow users to decide whether they want the text input box to appear on the hovering preview.
I cannot give you a timeline for when this update is going to be released, but adding a couple of new toggles to settings should not take too long.
Let me know if you have any other feedback or suggestions.
