💬 Why am I seeing two different chat interfaces?
📢 Updates to the Chat System are Coming!
We are excited to announce that a major update to our chat system is rolling out soon! Over the past few months, our team has been working hard to address the feedback we’ve received from you and your customers. This update is designed to improve stability and streamline the overall communication flow.
To ensure a smooth transition, we are implementing a phased rollout. Here is everything you need to know about what to expect during this period.
⚙️ Controlled Rollout
Because a platform-wide update carries technical risks, we are initially releasing the new experience to a randomized small group of customers.
Our primary goal is to monitor performance and chat stability. Once we are confident that the new system is performing at peak levels, we will slowly expand the rollout to 100% of our user base.
🔄 What to Expect During the Transition
Since the update is being released gradually, you may notice some inconsistency in the interface from one session to the next.
Mixed Interfaces: You might handle one customer chat using the new interface and the very next one using the old version.
Expected Behavior: This is not a bug! It simply means one customer is part of the early rollout group while the other is not.
Feature Parity: Core functionality remains identical. While there are minor cosmetic differences, the way you send messages, attachments, and manage chats has not changed.
👀 Visual Comparison
Keep an eye out for these slight design tweaks:
- Customers will see a new animation with the Advisor photo and tips on the waiting screen
- Chat timer is now on top of the chat box to the right
- User info now shows their Keen Rewards tier
- Check marks to indicate when a message is sent or received
🛠️ How You Can Help
As we test the new experience across all platforms, we rely on your "eyes and ears" to ensure everything is running perfectly.
Monitor Performance: Keep a lookout for any "out of the ordinary" behavior (e.g., lag, message duplicates, or display errors).
Report Issues: Please report any technical anomalies via the Customer Support Form.
Customer Assistance: If a customer mentions an issue, please direct them to report it to Customer Support directly.
Satisfaction Guarantees: We want to ensure a positive experience for everyone. We will review all reported issues to determine if they are eligible for our Satisfaction Guarantee credits or refunds.
Thank you for your patience and for helping us build a better experience for everyone!