Announcing emoji for Chat Follow

Comments

13 comments

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    Lila

    Hi, I am wondering if this feature is enabled by default for agents/visitors.  And, if so, if there is anyway to turn off for either the agent or visitor?

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    Yunen Yeo

    Hi Lila,

    Yes this feature is enabled by default for all agents. There is no emoji picker for visitors on the widget at the moment. Would you be able to elaborate why you would want to turn off this for agents on the chat dashboard?

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    Lila

    Thanks Yunen.  I just wanted to understand how it worked, and our options, as I am not sure if our business stakeholders/product owner will want agents/visitors to use emojis. 

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    Giovanni Laurelli

    I too would like to option to turn them off.  Is this possible?

  • Avatar
    Yunen Yeo

    Hi Giovanni,

    Would you be able to elaborate why you would like to turn it off?

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    Giovanni Laurelli (Edited )

    Hi,

    It just doesn't fit our voice and tone, and we don't want our agents using emojis with B4B members.  It doesn't come across as professional.

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    Yunen Yeo

    Hi Giovanni,
    Thank you for your input. I will consolidate more feedback before determining if this is what we will add on for emojis.

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    Dionne Kelly

    I would also like the option to remove the ability to use emoji's.  My customer care center will be interacting with potential new account holder's and we do not want to come across as unprofessional as stated above. Emoji's can be misinterpreted and we will not necessarily be communicating with someone that is already familiar with our business.  The chat interaction may be their first impression of our company. Thanks 

  • Avatar
    Yunen Yeo

    Hi all,

    Thank you for comments and feedback. The emoji picker that Chat has built is just an easy way to add emojis to chats for agents. Removing the picker does not remove the ability of using an emoji in chats, since many devices now have the ability to add emojis directly via the keyboard that we have no control over.

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    Lynne Hastings

    I don't understand the push back in this discussion. The ask is that they not be visible by default. Let your customers decide if the feature should be visible to agents. Using emojis in interactions warrants discussion and guidelines before being used. And honestly, I don't see enough value in this feature to warrant it being enabled by default, risking it be used when it shouldn't.

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    Lila

    Lynne:  Well stated!

    Yunen: in my opinion the issue is that enabling the picker by default without customer control makes it too likely for an agent to use emojis, even if the company doesn't want to use them in their communications and the agents have been trained to this.

    ALL:  I have opened a product suggestion for this, linked below.  It would be great if all the users who commented on this announcement vote up the suggestion :)

    https://support.zendesk.com/hc/en-us/community/posts/115008724908-Add-Ability-to-Disable-Emoji-Picker-in-Chat

  • Avatar
    Ben Galicki

    This is great! Our agents have wanted to use emojis for a while now. Only feedback is the emojis don't render as nicely on a PC; instead of cute yellow circles they are sad, black pixels. 

  • Avatar
    Yunen Yeo

    Hi Ben,

    Can I find out what browser and Windows version you are using? You can check our system requirement for the browser and OS versions that support emojis: https://chat.zendesk.com/hc/en-us/articles/217777948

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