Prevent multiple conversations

A new feature in Tiledesk widget settings will prevent your customers from starting a new conversation if they already have one open. This change makes conversations more of a continuous thread, preventing customers from reaching out to your team multiple times, which saves your team time and effort. This feature is named Single Conversation.

Overview

Tiledesk Widget can handle only one conversation at a time by properly setting the singleConversation property. In fact, just set singleConversation to true (see how to do this here: https://developer.tiledesk.com/widget/installation/attributes) to be able to show the widget user only one conversation at a time. This option disables the possibility of viewing the home with the list of open conversations and those already archived as the image below highlights.

Once the user has been authenticated, the widget proceeds with the normal initialization flow of a new conversation only if the user has no active conversation previously; otherwise, the widget will load the most recent active conversation.

How to set singleConversation mode

As with the other widget setting parameters, singleConversation mode can be enabled in various ways: as a URL parameter or as a property of window.tiledeskSettings.

Set property from tiledeskSettings

You can pass the parameters to the window.tiledeskSettings object as shown in the example below:

index.html

<script type="application/javascript">
    window.tiledeskSettings =
        {
            projectid: "<YOUR_PROJECT_ID>",
            singleConverstion: true
        };
    (function(d, s, id) {
        var w=window; var d=document; var i=function(){i.c(arguments);};
        i.q=[]; i.c=function(args){i.q.push(args);}; w.Tiledesk=i;
        var js, fjs=d.getElementsByTagName(s)[0];
        if (d.getElementById(id)) return;
        js=d.createElement(s);
        js.id=id; js.async=true; js.src="https://widget.tiledesk.com/v6/launch.js";
        fjs.parentNode.insertBefore(js, fjs);
    }(document,'script','tiledesk-jssdk'));
</script>

The above script can start the widget with single conversation mode immediately.

Set property from URL

Make a Sign Out

In this mode, the user can still log out from the system by using the menu at the top right corner in the conversation header, as shown below.

Once you sign out, the widget restarts itself and creates a new user. A new initialization flow of a new conversation starts and the new user can start to chat again.

References

• Prechat Form JSON specs: https://developer.tiledesk.com/widget/advanced/prechat-form-json

• Old versions: https://developer.tiledesk.com/widget/advanced/old-versions

Last updated 2 years ago

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