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Tab to the Concierge chat in the history and press Enter key. The focus moves to the message bar.
Enter any message into the field and press Enter to send it, note if it is announced when posted to the chat window.
When the other party is typing, note if the message indicating so is announced.
When a response is received by the other party note if it is announced.
Expected Result:
All updates to the chat window should be announced to the user so they are aware their messages are posting, other users are typing, and messages have been received. Message posts from the users should announce as "I posted [message content] [date/time]". Messages from other participants should announce as "[username] posted on [date / time] [message content]". When other parties are in the middle of typing and the status message below indicates such it should be announced. i.e. "Concierge is typing".
Actual Result:
No visual updates to the live chat area are ever announced when they appear. Messages posted by the user, message received, and status messages indicating users are typing do not announce at all.
The entire live chat functionality is unusable to screen reader users. They will never know messages have been posted, received, or other parties are typing without having to manually navigate the content constantly. This would still not notify the user of typing status since that is very dynamic.
Version Number:
**Reproducible in staging?:**Yes Reproducible in production?: Notes/Photos/Videos: Any additional supporting documentation Issue reported by:
Action Performed:
Prerequisites:
Expected Result:
All updates to the chat window should be announced to the user so they are aware their messages are posting, other users are typing, and messages have been received. Message posts from the users should announce as "I posted [message content] [date/time]". Messages from other participants should announce as "[username] posted on [date / time] [message content]". When other parties are in the middle of typing and the status message below indicates such it should be announced. i.e. "Concierge is typing".
Actual Result:
No visual updates to the live chat area are ever announced when they appear. Messages posted by the user, message received, and status messages indicating users are typing do not announce at all.
HTML:
<div class="css-1dbjc4n r-16y2uox" style="justify-content: flex-start; padding-top: 16px; padding-bottom: 16px; -webkit-box-pack: start;"><div class="css-1dbjc4n r-1d5kdc7 r-1qc3rpd" style="z-index: 24;"><div class="css-1dbjc4n"><div tabindex="0" class="css-1dbjc4n r-1loqt21 r-1otgn73"><div class="css-1dbjc4n"><div class="css-1dbjc4n"><div class="css-1dbjc4n r-1niwhzg" style="cursor: default; display: flex; justify-content: space-between; -webkit-box-pack: justify;"><div class="css-1dbjc4n" style="display: flex; flex-direction: row; padding: 8px 20px; -webkit-box-orient: horizontal; -webkit-box-direction: normal;"><div tabindex="0" class="css-1dbjc4n r-1loqt21 r-1otgn73"><div class="css-1dbjc4n r-633pao"><div class="css-1dbjc4n r-1mlwlqe r-1udh08x r-417010" style="border-radius: 20px; height: 40px; margin-right: 8px; width: 40px;"><div class="css-1dbjc4n r-1niwhzg r-vvn4in r-u6sd8q r-4gszlv r-1p0dtai r-1pi2tsx r-1d2f490 r-u8s1d r-zchlnj r-ipm5af r-13qz1uu r-1wyyakw" style="background-image: url("https://d2k5nsl2zxldvw.cloudfront.net/images/icons/concierge_2021.png" );"></div><img alt="" draggable="false" src="https://d2k5nsl2zxldvw.cloudfront.net/images/icons/concierge_2021.png" class="css-9pa8cd"></div></div></div><div class="css-1dbjc4n r-16y2uox r-1wbh5a2" style="flex-basis: 0px; position: relative;">...</div>
Workaround:
No workaround
Area issue was found in:
Chat page
Failed WCAG checkpoints
4.1.3
User impact:
The entire live chat functionality is unusable to screen reader users. They will never know messages have been posted, received, or other parties are typing without having to manually navigate the content constantly. This would still not notify the user of typing status since that is very dynamic.
Suggested resolution:
Wrap the entire live chat window using a live region, so that all changes to the chat windows are announced when displayed. See below for some best practice ideas for live chat windows.
https://accessibility.blog.gov.uk/2016/12/09/patterns-for-accessible-webchats/
https://www.maxability.co.in/2018/11/11/how-to-make-live-chat-accessible/
Platform:
Where is this issue occurring?
Version Number:
![Bug5187706_Chrome_Jaws-Chat-Updates_to_chat_window_not_announced__msgs__typing_status-typing](https://user-images.githubusercontent.com/88733897/136220546-184696e7-015d-46dd-889b-9b20e44a8d6d.png)
**Reproducible in staging?:**Yes
Reproducible in production?:
Notes/Photos/Videos: Any additional supporting documentation
Issue reported by:
Bug5187706_Screen_Readers-Chat-Updates_to_chat_window_not_announced__msgs__typing_status.mp4
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