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Web chat #108

govuk-design-system opened this issue Jan 15, 2018 · 4 comments

Web chat #108

govuk-design-system opened this issue Jan 15, 2018 · 4 comments


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@govuk-design-system govuk-design-system commented Jan 15, 2018


Help people use your service by offering them real-time support via a web chat interface.



We’ve seen an increasing number of government services offering, or looking to offer, web (or live) chat as an alternative contact channel for their users. Several services have successfully adopted web chat using commercial software.

Webchat allows people to talk to customer support advisers through their browser. This can be more convenient than picking up the phone. It also helps keep people within a digital transaction when they may otherwise drop out, particularly if they don’t understand something or hit a problem.

Services using this pattern:

Further reading

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@joelanman joelanman commented Apr 5, 2018

Our recommendation is to buy not build so I'm not sure whether this fits in the design system

@timpaul timpaul added pattern and removed candidate labels May 21, 2018
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@antimega antimega commented Nov 12, 2018

There is nothing out the box that would conform to our standards, so there will always be at least customisation work for designers and service teams to do.

When I finished the webchat work in 2016 the design system wasn't ready to publish any of the work - I'm seeing occasional services getting in touch with various people in GDS to see if we have any help, work or opinions on webchat and chatbots. Maybe it's time to relook at the work done so far and see if there's something that could be turned into a pattern?

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@adamsilver adamsilver commented Mar 15, 2019

We're looking at web chat FYI:
hmcts/design-system-backlog#56 (comment)

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@torydunn-hmrc torydunn-hmrc commented Apr 3, 2019

At HMRC, we've been doing work on interactive guidance, including a Virtual Assistant proof of concept, which goes into a webchat interface. As part of that, we've been developing design patterns - which @mikeash82 will be adding in here. We've also been developing design principles for different modes of interactive guidance, which we'll update git with, as we develop them.

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