Embed personalized, omnichannel support with the Web Widget integrated Chat experience

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  • Michael Laughlin

    How does this react with Answerbot on the Web Widget? 

  • Nicole - Community Manager

    Hi Michael -

    You should be able to use both Answer Bot and the Chat integrated Web Widget. Answer Bot would be the first screen end-users see, providing the conversational search experience. Then, live chat can be provided by AB in the channel choice menu. End-users can start a live chat & they'll see the integrated chat widget experience.

  • Michael Laughlin

    Great, thanks!

  • Brian Scully

    Some of my support articles have embedded videos (but not YouTube Videos) - and they are not showing up in the new enhanced web widget.  I cut and paste the video's iframe into the support article html.  Any ideas what's going wrong?  Thanks

  • Judy Cockrum

    We have CHAT and are about to start using it, have been on Zendesk since October 2018, ready to create our widget and get started, all the help links I'm finding are for an APP, is this still the case?  Is there a link I can refer to for 2019 set up.

    One question I have is if no agents are available online for CHAT does the support ticket just open automatically in Zendesk?

  • Ramin Shokrizadeh

    Hi Judy,

    Not sure what links you are talking about, can you share them here? Most setup processes for the Web Widget hasnt changed much since last year.

    If you enable ticket forms in your Web Widget, the visitor will be able to submit a ticket when Chat is offline (no agents set to online).


  • Judy Cockrum

    Sorry - is there an instruction link I can go to that gives me step-by-step on how to set up a widget for our webpage support link?  I'd like to have Chat as a button option at first, then we will build it out and make it more accessible.  We want to experiment with the abilities of our Agents first.

  • Patrick Bosmans


    I would recommend looking at the following article, https://support.zendesk.com/hc/en-us/articles/229167008-Advanced-customization-of-your-Web-Widget#topic_spt_fb1_l1b, which includes offering different contact options to your end users.

  • Heather R

    Since we started using this new chat widget, the "name" field is pre-filled with Visitor 11122333 and generating a lot of anonymous chats with the visitor numbers.

    Why is this not auto-cleared upon chat widget load?

  • Ramin Shokrizadeh

    This was a bug and should be resolved now. If not, please let us know and we can investigate further.

  • Scotty Loewen

    We tested the ICW and found something different than the current chat widget. With the current chat widget you can use addTag to add any tag, whether it was configured or not. This is how we got around not being able to put the organization into chats. 

    Now you can only pass tags that have been defined as tags in the chat dashboard. 

    It would be awesome if I could just use "prefill", or "identify" to pass organization I wouldn't need this functionality. 

    We also see that the session data is treated differently. I used to be able to change name and email if the customer went to another account in the session. Now, name and email don't change if the API requests change. It's like the methods were an 'update' instead of a 'set'. 


    Let me know if there's another forum to post this on, or if this is the main product feedback forum. 

  • Scotty Loewen

    Also, in our internal tool we see this weird issue where the contact information is wrong. 

    We have an internal tool that we embed the ICW into so that our support staff can ask questions of more senior support staff that staffs a specific department. 

    What we are finding is that instead of the support rep who is requesting the chat, the contact information int he chat is that of a customer. I've seen this happen twice, once in the wild and I replicated it with a test.

    It's like the customer's contact information is "leaking" into our tech's sessions. We found this because the chats we expected to be routed to the internal support department members is instead being routed to techs in our other departments. We double checked our javascript and it's working as expected, which leads me to believe that something is going on with the widget. I have a support request open for this, but wanted to see if anyone else has seen anything like this. 

  • Brett - Community Manager

    Hey Scotty,

    Thanks for sharing this information with us!

    We'll leave this comment here in case other community members want to jump in and offer up some guidance. I was able to locate the request you opened so our Customer Advocacy team will continue to work with you there :)


  • Bradley Allen

    how am i affected if i don't allow help center search in my web widget?


  • Brett - Community Manager

    Hi Bradley,

    If you're not using Help Center search then your end-users will not see this option within the Web Widget. They should only see the options you've enabled under Admin>Channels>Widget.

    Let me know if you have any other questions :)

  • Roger Drumond

    Bom Dia.

    Incorporamos o web_widget em nossa solução. Para que possamos através da integração com o chat(zopim), monitorar os acessos ao chat, através do nosso portal de negocios. Temos a opçao de escolha do 'Departamento' para categorizar e distribuir os clientes ao acessar o chat, para a respectiva especialidade.

    Porem nos deparamos com um problema 'aleatório' que alguns clientes mesmo escolhendo o departamento, nao é apresentado o departamento na tela de chat.

    Houve intervenção de nossa equipe de desenvolvedores para 'descarte de cache' apos alguns segundos e outras intervenções a fim de identificar o incidente. Porem sem sucesso.

    Gostaríamos que a equipe Zendesk, nos auxilia-se nessa questão.




    Roger Drumond


    Sankhya Gestao de Negocios


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