Configuring Zendesk Talk settings for the Web Widget

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8 Comments

  • Andrew

    Is it possible to enable Talk in the widget for some customers, while not appearing for others?  Even if we set up multiple configurations, it seems like there isn't an option for this.

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  • Gail Leinweber

    Hi Andrew,

    Thanks for reaching out! 

    It is not currently possible to enable Talk in the widget for some users, and suppress it for others.

    It is possible to hide specific widget features on different pages, but that is tied to url not user. 

    Can you expand on the use case here? 

    What is the goal for not showing the Talk option to all of your users?

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  • Andrew

    Thank you!  The use case would be signed-in customers to our software, where some plans offer phone support and some do not (fairly common I think.)  It would be nice to show it in the widget for those customers who are eligible, so they get the full list of contact options in the widget after review contexual help, answer bot suggestions, etc.

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  • Gail Leinweber

    Andrew, you just described Zendesk's own phone support levels... 

    We don't currently have a way to tie the visibility of widget features like Talk or AnswerBot to user permissions (plan based or otherwise), but I am passing your feedback on to the product team. 

    Please let us know if you have other questions!

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  • Morgan Thompson

    I have gone through all of the steps to do this and have agents available, but this option is still not appearing. Is this because I have people searching in the help center first with a question before giving the option to live chat?

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  • Brett - Community Manager

    Hey Morgan,

    Sometimes it can take a few minutes for the changes to propagate within the Web-Widget. Can you confirm whether or not this option is still missing from your widget on your website? If you continue to experience issues I would recommend re-copying the code snippet from your agent interface over to your website to see if that helps at all.

    As referenced in our Using Web Widget to embed customer service in your website article, the web widget components are presented in this order:

    • Self service
    • Live chat
    • Phone calls
    • Contact forms

    I hope the above information helps!

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  • Andrew

    When a customer requests a callback, they have the opportunity to enter "How can we help?"... but this message doesn't seem to be visible to the agent at all?

    Also when choose to display wait time, or enter a minimum wait time, this never seems to be displayed to the customer anywhere.

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  • Brett - Community Manager

    Hey Andrew,

    This information should show up as an internal note once the agent has accepted the callback request and the ticket has been generated. Screenshot for you below:

    Is this not showing on your end when the ticket is generated?

    As for the wait time displaying within the web-widget, this is what I see when I tested from my own account: 

    May need to do a quick browser refresh if you just turned on this feature just recently. If you don't see this option can you confirm whether or not there have been any adjustments to your web-widget through the use of custom code?

    Let me know!

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