Preparing for the move from Chat widget to live chat in Web Widget (Classic)

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  • Lauren Deutsch

    Will you be providing us new embed codes to use on our websites come August 12th?

  • Devan - Community Manager
    Zendesk Community Team



    So to confirm are you referring to something similar to the drop-down toggle located in your navbar or another integration all together? Also, would you be able to provide some screenshots to help us understand what you are trying to accomplish?

  • Curtis Bateson


    I was reviewing the steps here and it seems like there might be an issue in the To remove the Chat snippet from your website code section.

    The code snippet that is shown at the bottom of step 1 appears to be the Web Widget snippet, instead of the Chat snippet. I believe that the chat snippet (that you would want to remove) should look more like this:

    <!--Start of Zendesk Chat Script-->
    <script type="text/javascript">
    window.$zopim||(function(d,s){var z=$zopim=function(c){z._.push(c)},$=z.s=
    $.src="";z.t=+new Date;$.
    <!--End of Zendesk Chat Script-->

    Let me know if I'm missing something, but I think this is an error that could cause some confusion.


  • Aimee Spanier
    Zendesk Documentation Team

    Hi, Curtis. I double-checked, and the included snippet is correct for most users impacted by the change in August, but we did leave out some folks who may have older snippets that look different (like the one you included). I've updated the text to hopefully clarify things.

    Thanks for pointing it out!

  • Aimee Spanier
    Zendesk Documentation Team

    Hi, Lauren. The section Updating your website implementation covers the steps required to get Chat enabled in your Web Widget. This article is directed at customers who already have the Web Widget running on their websites. If you don't have the Web Widget on your website yet, you can check out Adding the widget to your website for info.

  • Dan Tabibzadeh


    If we're using the Zendesk Chat widget -- and choose not to update our script to the new one -- will our Chat widget break? In other words, is an updating of the script crucial to its function?

    The reason I ask is because some of my company's brands aren't going to be needing the new features brought by this update.


  • Brett Bowser
    Zendesk Community Team

    Hey Dan,

    You'll want to take a look at the following post submitted by one of our Chat Product Managers: Changes to Chat Widget CSP support on April 26th, 2019

    The second sentence mentions the following: Don’t worry, you will not be required to change the snippet code on your website as it will happen automatically from our end.

    Hope this helps!


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