Configuring Zendesk Talk settings for the Web Widget Follow

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4 comments

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    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.

  • Avatar
    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?

  • Avatar
    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.

  • Avatar
    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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