The Chat team have been working on a brand new iPhone and iPad app for agents over the last year and today, it's ready for download!
The new version of the app has been written from the ground up and matches the functionality found in our recently updated Android app.
Beyond the new look and feel, here are some highlights of the changes you will see in the new version of the app:
iPad and iPhone X Support
The new app includes full iPad support, including split view and multi-tasking, so you can pull more information for the customer as you chat with them.
There is also a full screen mode when in a chat, so you can focus on everything about that individual customer.
Finally, the app fully supports the iPhone X and behaves correctly around the mighty notch!
Improved Agent Productivity: Using Shortcuts
Many agents rely on shortcuts when chatting and this is no different when chatting with customers on the phone or tablet.
There are two ways to apply a shortcut in the new iOS app, via the shortcut picker with search and using quick select by typing the shortcut name after entering "/" (just like the web experience) in the text entry area.
Fully Localized and Accessible
Zendesk is fortunate to have customers from all around the world who speak different languages and may have a range of vision impairments.
The new app is now fully localised to match the language support in the web dashboard (over 27 languages).
The app is also friendlier for agents who need to use iOS accessibility services like VoiceOver and DynamicType to operate their phone or tablet.
A common request we got with the old app was the ability to stay logged in on the web experience while using the mobile app.
The new version of the app will allow you to be logged in on one browser and two mobile devices at the same time.
If you log into another computer, it will boot out the last web session and will leave the two mobile sessions active. This is just like the Android app experience we released last year.
And even more!
There are some smaller features in the new app that were previously asked for by customers, like the ability to ban visitors from the app and support for agent-to-agent chats on the go. We also added visitor read indicators to the messages in the chat log, just like the web dashboard.
The new app also added native login support for accounts using a Zendesk subdomain, you no longer need to have the Support iOS app installed to log into the Chat app.
The mobile apps are available to all customers on any plan. For the iOS app specifically, you will need to have a device on iOS 10 or higher.
If you have the old iOS Chat app installed, it should automatically update to the new app if your device is compatible over the next 7 days. If you want the update now, you can also manually update it by going to the App Store on your device.
Have questions or feedback about the new app experience or experiencing an issue with the app? Let us know with a comment below and we will investigate it further.