If you are using Zendesk Talk with the Web Widget, you can configure settings to set the groups Web Widget calls are routed to, the available contact options, and more.
- Click the Admin icon () in the sidebar, then select Channels > Talk.
- Select the Widget tab.
- Select the widget configuration you want to edit. If you have not added a Widget route, click Add widget configuration.
- Edit the settings described below.
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 is displayed.
|Nickname||Enter the configuration name. If you create multiple configurations of the widget, you will need to use the configuration nickname in the Web Widget API to select which configurations should be shown on the current page. See Advanced configuration of Talk in the Web Widget.|
|Brand||Select the brand for the configuration.|
|Enable configuration on Web Widget||Set the configuration as an available routing option.|
|Priority||Select the call priority routed to the configuration. You can select from two priority options:
|Contact options||Select the different options available for users to contact you. You can select from either Request a callback, Call us, or Request a callback and call us. Your Web Widget title will reflect the option you select.
Note: Request a callback is not available for Talk Lite and Team plans.
|Phone number||Select the phone number agents used to return callback requests. The number is displayed in the widget. If you would like to display multiple configurations' phone numbers, you need to customize your Web Widget (see Advanced configuration of Talk in the Web Widget).|
|Display average wait time?||Enable customers to view the average time until an agent is available. The displayed wait time uses 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 on the Web Widget. These numbers have no impact on your call requests and are not related to your actual average wait time. 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 will always reflect that integer.
|Minimum average wait time||Enter a custom average minimum wait time to display on the Web Widget. This number has no impact on your call requests and functions the same as text. For example, if you set your minimum average wait time to five minutes, the widget will never show 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 on the Web Widget This number will have no impact on your 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.