There are many Zendesk Chat features that can be used with the Web Widget, but that are configured from the Chat dashboard (meaning the Chat product interface) rather than from Zendesk Support. This article lists those features and includes links to other articles that explain how to configure them.
Related articles:
Configurable Chat features in the Web Widget
You will configure these features from the Chat dashboard. You must be an administrator to perform these tasks. Once they are configured, and the Chat toggle in Support is turned on, you are ready to add the Web Widget to your website or Help Center.
| Feature | Related information |
|---|---|
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Allow visitors to rate chats |
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Allow visitors and agents to send and receive attachments |
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Allow visitors to request transcripts |
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Customize the avatar, name, and byline of the chat Concierge section |
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Allow visitors to update their profile (includes social login information) |
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Require user authentication |
Enabling authenticated visitors in the integrated Web Widget |
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Send visitors proactive messages |
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Configure Chat in the Web Widget for multiple brands |
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Choose a mobile web experience |
12 Comments
how to sign up for my website? is it possible to up mobile reply ?
Hi Nate,
This is the technical support community forum for Zendesk Chat. Are you attempting to sign up for any of our Zendesk products? Any additional information you can provide is greatly appreciated.
Thanks!
Hi there
I looked around but can't find the answer to my question - if we're using chat on the web widget, what happens if an end user navigates to another page while they're on the chat? Will they lose the chat? And is it different depending on whether the widget is embedded on the page they navigate to or not?
Thank you
Fiona
Hi Fiona,
If the end-user navigates to another page that contains the Chat widget then the expected behavior is that the Chat session remains connected. If the user navigates to another page that does not contain the widget but navigates back fairly quickly then the session may also reconnect before being terminated.
Hope this clears up any confusion :)
How would I get 'structured messages' to work/configured in this Chat Web Widget?
Hey Van,
It looks like one of our Product Managers was able to reply to your other post here: Using structured messages in Zendesk Chat
Feel free to reply there if you have any additional questions!
Hi There,
How can we activate the lite version on our Support Team plan?
we used to have a trial before however, we are unable to get the lite version.
Hello Karmi,
I would recommend reaching out to your account executive to facilitate this transition. They would be able to help facilitate the upgrade and give your pricing details regarding this transition.
The (Chat) concierge settings seem to be overridden by the (Support) widget settings.
What's the right combination of settings that allows us to change the button text?
We're using "Help" from the drop down in the (support) widget settings, but we want to customize to "Let's chat" or something other than the canned selections.
Hello Shawn,
This is an expected outcome if you are on Chat phase 3 or Chat phase 4. Either way, you will need to use the javascript API to customize this to behave the way you described. I've gone ahead and linked a document that breaks down how to go about making these changes below.
Advanced Customization of the Web Widget
Best Regards!
Hi Team
We use proactive chat for one of our departments, however having deployed answerbot how can we get this to populate? We have tried using a hyperlink to the HC article but it's not popping up?
Regards
Hi Dawn Anderson,
My understanding is that you have set up proactive chat triggers in your Chat Trigger Settings, and now you have toggled On the answer bot option in your account as well. Proactive chats will reach your customer after your selected amount of time and will skip the answer bot opportunity to reach your customer (if the customer does not try and use the widget themselves).
As far as including a hyperlink in the message, see the article: Can a proactive chat trigger message include a hyperlink?
Let me know if this answers your question! I would be happy to create a ticket with our Customer Advocacy Team if you are experiencing any errors in your account.
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