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 Voice requests that originate from the Web Widget. For example, you can route a Voice request to a certain group of agents, and you can assign a priority level for Voice requests.

The configuration that you create also defines the appearance of Talk components and values in the Web Widget. The available components differ based on the type of configuration you are using: Request a callback, which allows customers to submit a request for a phone call from an agent; or Call us, which uses a Talk digital line to embed a call button customers can click to initiate a call to an agent.

Important: If you configure multiple Web Widgets in your Talk Widget settings in Support, you must set which is your default widget (the widget that will appear in your Help Center). After you set a new default widget, it might take a few minutes before you see your changes. This behavior doesn't apply if you're using the Javascript snippet to configure your widgets.

Keep in mind that the first configuration you create becomes the default and is used by all instances 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).

Note: Allow 10 minutes for the changes to propagate and appear in the Web Widget.

This article contains the following sections:

• Configuring a callback request widget
• Configuring a call button widget
• Modifying an existing Talk widget configuration
• Related articles

Configuring a callback request widget

Use the steps below to offer your customers the option to request a callback from an agent.

To create a callback widget configuration for Talk

1. Click the Admin icon () in the sidebar and then select Channels > Talk.
2. From the Widget tab, click Add widget configuration, then select Request a callback.
3. At the top of the configuration settings, click to Enable the configuration on Web Widget.
4. Update the settings shown in the table below.
5. Click Save.

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 users to be able to contact you. You can choose from these options: Request a callback: Hides your phone number, but allows users to request a callback. Call us: Displays a phone number you can call. For a more interactive experience, try Configuring a call button Widget. Request a callback and call us: Call us will be shown when agents are online. Request a call back will be shown at any other time. The Web Widget title reflects the option you select. Note: Request a callback is not available for the following plans: Talk Team, Support Essential and Support Team.
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.

Configuring a call button Widget

If you are using Embedded voice in Talk, you can add a call button to the Web Widget.

If you're looking for information about how to add a call button to a mobile app, see Adding a call button to your mobile app.

Before you start, you must have created a digital line to associate with the call button. For more information, see Adding a Talk digital line.

To add a call button to the Web Widget

1. In Zendesk Support, click the Admin icon () in the sidebar and then click Channels > Talk.
2. From the Widget tab, click Add widget configuration.
3. From the list of configurations, choose Call us (via digital line).

   

4. On the Web Widget configuration page, select Enable configuration on the Web Widget to ensure this configuration is displayed in the Widget.
5. Update the settings shown in the table below:

   Table 1.

   Setting	Description
   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.
   Digital line	Use the dropdown to choose the name of the digital line you want to associate with the call button. For help with digital lines, see Understanding Talk Embedded voice.

   

6. When you are finished, click Save.

Modifying an existing Talk widget configuration

To modify an existing widget configuration for Talk

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

   If you have multiple configurations, you can filter them 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.

Related articles

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