Configuring Zendesk Talk settings for the Web Widget

To use Zendesk Talk with the Web Widget, you need to create a configuration that defines how to handle Talk requests that originate from the Web Widget. For example, you can route a Talk request to a certain group of agents, and you can assign a priority level for Talk requests.

The configuration that you create also defines the appearance of Talk components and values in the Web Widget. This includes a phone number, contact methods that end-users can use to reach you, and minimum, maximum, and average wait times. If you plan to create multiple configurations, you can manage them by giving them a nickname and associating them with a brand.

Keep in mind that the first configuration you create becomes the default and is used by all instance of the Web Widget, unless you override it with another configuration using the nickname API (see Advanced configuration of Talk in the Web Widget and the developer docs).

When you make changes to a widget configuration, allow 10 minutes for the changes to propagate and appear in the Web Widget.

Related articles:

• Configuring the components in your Web Widget
• Web Widget resources

To create or modify a widget configuration for Talk

1. Click the Admin icon () in the sidebar and then select Channels > Talk.
2. From the Widget tab, choose the widget configuration you want to edit.

   If you haven’t added a widget configuration for Talk yet, click Add widget configuration.

   If you have multiple brands, you may want to create multiple configurations. You can sort widget configurations by brand using the All widget configurations drop-down list in the upper-left portion of the screen.

3. Edit the settings and then click Save.
   Note: Allow 10 minutes for the changes to propagate and appear in the Web Widget.

Setting	Description
Group routing	Select the group that will receive calls and callback requests from the Web Widget. When agents from the selected group are available, the configuration contact option displays. If all agents in the group haven't answer or made a call for an extended period of time (there is no maximum time limit for this), the Web Widget treats them as if they are all still online. Talk isn't removed as a contact option in the Web Widget. Tip: If for some reason the Talk option isn't appearing in the Web Widget, we recommend that you troubleshoot this problem by toggling your agents offline and then back online.
Nickname	Enter the configuration name. If you create multiple configurations of the widget, you need to use the configuration nickname in the Web Widget API to select which configurations to show on the current page. See Advanced configuration of Talk in the Web Widget.
Brand	Select the brand you want to associate with the configuration.
Enable configuration on Web Widget	Turn the toggle on to be able to use the configuration in the Web Widget. If you don’t want to use the configuration, but don’t want to delete it, turn the toggle off (for example, if you think you might want to use it again in the future). Keep in mind that you need to turn the toggle on for each configuration that you want to use.
Priority	Select the call priority routed to the configuration. You can choose from these options: Normal: Callback requests are routed to the call queue. High: Callback requests will be pushed to the front of the queue.
Contact options	Select the ways you want user to be able to contact you. You can choose from these options: Request a callback Call us Request a callback and call us The Web Widget title reflects the option you select. Note: Request a callback is not available for Talk Lite and Team plans.
Phone number	Select the phone number agents use to return callback requests. The number displays in the Web Widget. If you want to display multiple configurations' phone numbers, you need to customize the Web Widget (see Advanced configuration of Talk in the Web Widget).
Display average wait time?	Display the average time until an agent is available. The wait time is the Average Wait Time metric from the Overview section on the Talk dashboard (see Analyzing call activity with the Talk Team dashboard).
Set min and max limits for your wait times?	Enter custom wait times to display in the Web Widget. These numbers do not impact call requests and are not related to your actual average wait time. For example, they can be almost any number you set and function the same as display text. Note: If you set the minimum and maximum wait time to the same integer, then the wait time always reflects that integer.
Minimum average wait time	Enter a custom average minimum wait time to display in the Web Widget. This number does not impact call requests and functions the same as display text. For example, if you set your minimum average wait time to five minutes, the Web Widget never shows a wait time of less than five minutes. Note: You cannot set your minimum average wait time to less than two minutes.
Maximum average wait time	Enter a custom average maximum wait time to display in the Web Widget. This number does not impact on call requests and functions the same as display text. For example, if you set your maximum average wait time to 15 minutes, then your widget will never show a wait time of more than 15 minutes. Note: If you leave the maximum average wait time blank, then the number displays the Average Wait Time metric.