Chat widget 3.0 - New design, new identity, new engine
This release introduces a fully redesigned chat widget — rebuilt from the ground up with a modern tech stack, a refreshed visual identity aligned with the ViaSay brand, and significant performance and reliability improvements under the hood.
Redesigned chat widget
A brand-new look for your chat experience. The ViaSay chat widget has been completely redesigned with a cleaner, more modern interface that adapts seamlessly to your website's look and feel.
The widget now features a refreshed visual identity, including a new launcher icon aligned with the ViaSay brand — making the chat experience feel more polished and consistent for your end users.
- New launcher icon: the widget button now uses a dedicated ViaSay-branded icon, replacing the previous generic chat icon
- Modernized UI: updated typography, spacing, and color system for a more professional appearance
- Consistent branding: the widget now better reflects the ViaSay visual identity across all touchpoints
Improved performance & reliability
Faster, lighter, and more resilient. Under the hood, the widget has been rebuilt on a modern architecture (React 18), delivering noticeable improvements in load time, responsiveness, and connection handling.
- Faster load times: the widget now loads significantly faster thanks to optimized bundling and lazy loading of third-party dependencies
- Smarter connection handling: messages sent while temporarily disconnected are queued and automatically delivered when the connection is restored — no more lost messages
- Resilient configuration: widget configuration is now fetched with automatic retries and local caching, making the widget more robust on slow or unstable networks
- Duplicate message prevention: built-in deduplication ensures messages are never displayed twice, even in edge cases
Better mobile experience
A smoother experience on every device. The widget now handles mobile-specific behaviors more gracefully, especially on iOS.
- iOS keyboard handling: the chat input area now adjusts correctly when the on-screen keyboard appears, preventing content from being hidden behind the keyboard
- Responsive layout: improved layout behavior on smaller screens for a more natural conversational experience
Enhanced Zendesk integration
A more seamless handover to your support team. The Zendesk live chat integration has been significantly improved for clients using Zendesk as their handover channel.
- Typing indicators: end users can now see when a Zendesk agent is typing
- File transfer: file sharing between users and Zendesk agents is now supported directly within the widget
- Connection resilience: the Zendesk connection automatically reconnects if interrupted, without requiring the user to restart the conversation
- CSAT forwarding: satisfaction ratings collected in the widget are now forwarded to Zendesk for unified reporting
Accessibility improvements
- ARIA labels: comprehensive screen reader support has been added across voice controls, navigation elements, and chat actions — making the widget more accessible to users relying on assistive technologies
No action required
This update is fully backward compatible. No changes are needed to your widget embedding code or SDK integration. All existing configurations, custom events, and API methods continue to work as before.