While Aide works on a reply, the chat widget now names the step it is actually on, such as "Looking through products", "Checking your order" or "Double-checking the answer", instead of always saying it is checking help articles. The working indicator is also new: a soft shimmer sweeps counter-clockwise round the tiles of the Aide mark.
How it behaves
- Reading the question: every reply starts with "Reading your message".
- Searching: "Searching the help center" while Aide looks for knowledge, then "Reading help articles", "Looking through products" or "Reading articles and products", depending on what it found.
- Orders: for a verified shopper, "Checking your order" while Aide drafts with their orders; "Updating your order" while a confirmed order action runs.
- Writing and checking: "Writing a reply", then "Double-checking the answer" while the reply is verified, and "Revising the reply" if it needs another pass.
- Products: "Pulling up products" while the product cards for a reply are prepared.
- Handoffs: if Aide hands the chat to a person, the steps stop and the usual "Connecting you with the team" line shows.
- Reduced motion: visitors who prefer reduced motion see a still, dimmed mark.
For developers
- Realtime: the AI's working message is now patched (
message.patched) with itsstatus_line.stepsas each step starts, latest last. Expect several patches before the one that carries the reply. No new event kinds or fields.