Description
The chat component is currently not fully optimized for screen reader users.
System messages are not clearly identifiable
System messages that appear within the chat history, such as "Ticket opened" and other status updates, are read by screen readers as regular chat content. As a result, it is difficult to distinguish between user messages, agent messages, and system generated events while navigating the conversation.
These messages should be exposed in a way that allows screen reader users to recognize them as status or system messages rather than normal chat messages.
Message structure and reading order could be improved
The current reading experience includes decorative elements before the actual message content. For example, the screen reader announces the avatar before reading the sender name and message. Since the avatar does not provide meaningful information, it should be hidden from assistive technologies.
Ideally, each chat message should be presented as a single, coherent unit so that screen reader users can immediately identify the sender and the content of the message. A reading order such as:
Message from John Doe.
Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua.
would provide a much better experience than announcing decorative elements before the relevant content.
Description
The chat component is currently not fully optimized for screen reader users.
System messages are not clearly identifiable
System messages that appear within the chat history, such as "Ticket opened" and other status updates, are read by screen readers as regular chat content. As a result, it is difficult to distinguish between user messages, agent messages, and system generated events while navigating the conversation.
These messages should be exposed in a way that allows screen reader users to recognize them as status or system messages rather than normal chat messages.
Message structure and reading order could be improved
The current reading experience includes decorative elements before the actual message content. For example, the screen reader announces the avatar before reading the sender name and message. Since the avatar does not provide meaningful information, it should be hidden from assistive technologies.
Ideally, each chat message should be presented as a single, coherent unit so that screen reader users can immediately identify the sender and the content of the message. A reading order such as:
would provide a much better experience than announcing decorative elements before the relevant content.