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.
- Click the Admin icon (
) in the sidebar and then select Channels > Talk.
- 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.
- 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:
|
Contact options | Select the ways you want user to be able to contact you. You can choose from these options:
The Web Widget title reflects the option you select.
Note: Request a callback is not available for the following plans: Talk Lite, 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.
|
10 Comments
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.
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?
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.
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!
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?
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:
I hope the above information helps!
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.
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!
Is it possible to prefill de user phone number on the Request a Callback widget through code?
Hi Tiago
You should be able to do this with Prefill: https://developer.zendesk.com/embeddables/docs/widget/core#prefill
I haven't tested this on the call back function though.
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