Support » Plugin: Tidio ā€“ Live Chat, Chatbots & Email Integration » Issue with back event on mobile

  • Resolved theotheo

    (@theotheo)


    What i noticed is that on mobile if you open and close chat on a page, then click back it will open chat again, then click back again it will close chat and then by clicking back a 3rd time you will finally be able to go back to the previous page.

    Basically if the user had opened/closed chat twice he would need to click 5 times back to go to the previous page.

    The chat widget should open be opened and closed 100 times and the user should still be able to go back with 1 click. I don’t understand how this is still a thing in the plugin. It is probably the 1 and only feauture that destroys UX.

    I would appreciate help on this and of course i recommend that you generally update the plugin for all users on this matter.

Viewing 10 replies - 1 through 10 (of 10 total)
  • Plugin Support kamiltidio

    (@kamiltidio)

    Hi!

    Thank you for writing in.
    The described behaviour doesn’t seem like a default behaviour of Tidio – it can be only achieved by using a specific JavaScript code.

    Could you please share the URL of your page so we will be able to check it?

    Thank you in advance!

    Thread Starter theotheo

    (@theotheo)

    You can check at: https://lolslaves.com/

    Since i want tidio to load after 3 seconds i use timeout then load but i don’t think it is related.

    (function() {
      var timeoutInSeconds = 3;
      setTimeout(function() {
        var s = document.createElement("script");
        s.type = "text/javascript";
        s.src = "https://code.tidio.co/bf63rzisufcbwszagpjfjvtdpambegac.js";
        s.async = true;
        // Enter public key above
        document.body.append(s);
      }, timeoutInSeconds * 1000);
    })();
    • This reply was modified 8 months, 4 weeks ago by theotheo.
    • This reply was modified 8 months, 4 weeks ago by theotheo. Reason: Adding info
    Thread Starter theotheo

    (@theotheo)

    @kamiltidio By the way i just tested the official tidio website and the functionality is appearing there too.

    Maybe i didn’t make myself clear. This happens when you open tidio and use the top right arrow to close it. After doing that and clicking back it will loop through the actions.

    Also i’m talking about mobile (desktop is working fine) so please test out on mobile.

    Plugin Support olektidio

    (@olektidio)

    Hello there @theotheo ,

    Apologies, as we might have misunderstood your query at the beginning.

    I’ve tested your case, and indeed – it happens globally. I’m talking with the developers about the situation. I will keep you posted about it in this thread.

    Thank you for your patience!

    Thread Starter theotheo

    (@theotheo)

    @olektidio No problem, do you have any news on the matter? Do the developers plan on an update for this or can i somehow solve it using code until they release an update?

    Plugin Support olektidio

    (@olektidio)

    @theotheo We are planning a global update. We should release it relatively soon, after the tests šŸ™‚

    Thread Starter theotheo

    (@theotheo)

    You updated the plugin 1 week ago but you didn’t fix this issue. I’m just reminding you.

    Also i noticed that this doesn’t only happen when you use the down arrow. It also happens when using x button (which pops up when you use mobile keyboard).

    Thanks in advance.

    • This reply was modified 8 months, 1 week ago by theotheo.
    Plugin Support kamiltidio

    (@kamiltidio)

    Hi! Thanks for writing back.

    Could you please tell me what device did you check it with? As we can’t recreate the issue on our mobiles.

    Thank you in advance!

    Plugin Support kamiltidio

    (@kamiltidio)

    Hi!

    I’m following on the issue as in fact – the merge wasn’t correct and the solution is not live yet.

    I’m adding a script that will override it on your page until the fix is live.

    <script>
      (function() {
        function onTidioChatApiReady() {
          window.tidioChatApi.setFeatures({ mobileHash: false });
        }
        
        
        if (window.tidioChatApi) {
          window.tidioChatApi.on('ready', onTidioChatApiReady)
        } else {
          document.addEventListener('tidioChat-ready', onTidioChatApiReady);
        }
      })();
    </script>
    Thread Starter theotheo

    (@theotheo)

    Sorry for not answering on your first message. It happens on all mobiles and all browsers in the live version. (Using the down arrow or x button)

    @kamiltidio Script works fine, thank you very much. Loop doesn’t happen anymore. The only thing i noticed is that when tidio chat widget is open if you click back it won’t close the widget and it will instantly go to the previous page.
    It would be preferred that when chat widget is open and if back is used to first close the widget and then with a second back actually go to the previous page. (when widget is open back should act like the down arrow)

    • This reply was modified 8 months ago by theotheo.
    • This reply was modified 8 months ago by theotheo.
    • This reply was modified 8 months ago by theotheo.
Viewing 10 replies - 1 through 10 (of 10 total)
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