Typing indicators and typing preview
See typing activity and, when enabled, preview a visitor's draft text before the visitor sends it.
What it is
Typing indicators tell you when someone is preparing a reply. With Show visitor typing text enabled, operators can also preview the visitor's draft before it is sent. A typing signal or draft preview is separate from a submitted conversation message.
Who uses it and why
- Operators see when the visitor is still composing and can prepare their response.
- Visitors can see that an operator is typing where their chat experience supports it.
Where to find it
Typing activity appears in the conversation pane. Powerfront can change the preview setting in Settings › Chat › General Settings for you.
How it works
- A visitor types in an active web chat.
- INSIDE relays typing activity to operators who can see the visitor.
- If draft preview is enabled, the visitor's changing text is relayed before submission. Configured number masking applies to that preview.
- When the visitor stops typing, the web composer sends a stop signal after a short pause. Sending the message creates a separate conversation entry.
Operator typing activity can reach the visitor and other operators in the sender's channel. The inspected platform handling supports web chat and Apple Messages; other messaging apps have their own capabilities.
Configure it
Ask Powerfront to review Show visitor typing text and Show warning if still typing. With the Settings role, use Operator is typing message to set the localised visitor-facing text in the selected theme. The same role can change a separate control with the same label for the legacy Chat Pane.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Show visitor typing text | Settings › Chat › General Settings | website | Off | Settings role | Allows the web visitor composer to send draft text for operator preview before submission. |
| Operator is typing message | Settings › Chat › Chat Pane | website | Not set | Settings role | Sets localised operator typing text for the legacy visitor chat pane. Without custom text, the legacy pane shows the operator name and animated dots. |
| Operator is typing message | Settings › Chat › Themes | website | typing... | Settings role | Sets localised operator typing text for the selected visitor chat theme. Without custom text, the theme displays the translated typing... indicator. |
| Show warning if still typing | Settings › Chat › General Settings | website | Off | Settings role | Warns an operator who tries to send while the visitor is still typing, when the typing preview option is enabled. |
Permissions
| Permission | Lets you |
|---|---|
| Chat | Receive typing information for conversations visible in your operator workspace. |
| Chat General | Access general chat configuration through the Settings role, subject to View Only. Powerfront manages visitor typing preview and its warning. |
Limits and good to know
- A preview is unfinished text. The visitor can change or remove it before sending.
- A typing indicator does not prove that a message was sent or delivered.
- Typing depends on a current conversation and a live connection.
- Different platforms need not display the same indicator or use the same timing.
Depends on and works with
View all connections as a list
This feature uses
- Starting, ending and expiring chatsRequires
Typing is relayed in the context of a current conversation.
- Apple Messages conversationsEnhances
Apple Messages supports operator typing indicators through its connected account.
- Credit card maskingConfigured by
Visitor draft previews apply configured number masking before transmission.
- Visitor chat themes and brandingConfigured by
Theme settings supply the visitor-facing operator typing message.
- Visitor messages and sending feedbackRelated
The visitor composer explains how visitors prepare and submit the text that can be previewed.
Used by
- Visitor messages and sending feedbackEnhances
Typing indicators and operator typing preview add information while text is being composed.
- Chat avatars and visitor reactionsEnhances
Typing activity can change avatar animations.
FAQ and troubleshooting
Why can I see typing but not the visitor's words?
Draft preview is a separate setting. Ask Powerfront to enable Show visitor typing text for the web composer to relay those words.
Why did previewed text never appear in the conversation?
The visitor may have edited or deleted it without sending. Only submission creates the message.
Why does typing work on web chat but not another account?
The connected platform must support the relevant typing signal. Support is not universal.