Currently, you can add live chat functionality to your help center with a checkbox in the Guide admin panel that enables the Chat widget.
This is the Guide admin panel where you can enable live chat in your help center until April 30th, 2020:
On April 30th, 2020, we are removing the ability to enable live chat in your help center through the Guide admin panel as we centralize support channels into the Web Widget. After April 30th, 2020, you can only add chat functionality to your help center through the Web Widget admin panel.
This is the Web Widget admin panel where you can enable live chat in your help center. You can start using this setting now, and must use this setting after April 30th, 2020.
To continue providing live chat to visitors to your help center, you will need to follow an easy, three-step process to move this setting from the Guide admin panel to the Web Widget admin panel and set up your new Web Widget. You will need to make these changes before April 30th, 2020. After that date, the current chat setting will no longer be available in the Guide admin panel. If not enabled in the Web Widget admin panel, live chat will not be available to visitors to your help center.
What you need to do
If you have chat enabled in your Help Center in the Guide admin panel, follow these steps for each brand where you have this setting enabled.
Step 1: Enable Chat in the Web Widget
- In Zendesk Support, click the Admin icon (
) in the sidebar, then select Channels > Widget. - Click the Customization tab, if it is not already selected.
- Click the Chat toggle
Step 2: Enable the Web Widget in your Help Center
- In Zendesk Support, click the Admin icon () in the sidebar, then select Channels > Widget.
- Click the Setup tab, if it is not already selected.
- Click the Add to Help Center toggle.
This adds the Web Widget to the Help Center header document_head.hbs, and displays the widget on every page of your Help Center.
If you have not previously set up a Web Widget, you will need to go through a brief set up process outlined here.
Step 3: Disable the current chat settings in the Guide admin panel
- In Guide, click the Settings icon (
) in the sidebar. - Scroll down to Integrations, and locate the Chat entry.
- Clear the Chat check box.
- Scroll to the top of the Settings page and click Update.
This article provides details of the feature differences between the legacy Chat Widget and the Web Widget and further information in the event you have implemented javascript APIs with your legacy Chat implementation.
When
You will have until April 30th, 2020 to switch over to using the Web Widget for Chat in your Help Center. After that date, the current chat setting will no longer be available in the Guide admin panel. If not enabled in the Web Widget admin panel, live chat will not be available to visitors to your help center.
We recommend you take these actions as soon as possible to proactively ensure your chat experience and workflows continue to work as expected using the Web Widget.
For additional questions, please leave your comments within this announcement post.
Thank you for your help and cooperation through this change!
9 Comments
hi,
we have contextual help enabled, currently the widget and chat are both functioning properly on the HC.
In our Support widget settings 'Automatically add the Web Widget to your Help Center'. is NOT enabled.
in the HC settings chat is also NOT enabled.
Going forward is there anything we need to do?
Hi,
referring to step 2.:
"3. Click the Add to Help Center toggle.
This adds the Web Widget to the Help Center header document_head.hbs, and displays the widget on every page of your Help Center."
In our case, we only want the chat to be displayed after going through an article > contact form > live chat button and we are currently managing that adding proper code to new_request_page.hbs template, reason why we currently have not enabled from admin panel of support platform the "add to Help Center" flag.
How should we proceed after April the 20th? Just deleting the piece of code automatically added to document_head.hbs and leaving the one into new_request_page.hbs As-Is?
Many thanks!
Hello,
When clicking on the 'Add to Help Centre' toggle in Settings > Widget > Setup, the toggle will not go green and I immediately get a 'There was a problem. Please try again' error message in the top right corner of the screen.
Could somebody advise on how to resolve this issue please?
Kind Regards,
Daniel Jones
Sam Germein if you only want Chat enabled in your Help Center you'll just want to make sure you have Chat toggled on in your Support account under Admin>Channels>Widget. If everything else is toggled off in the Guide Admin page you should be all set.
Vanessa Ripoll leave the code snippet under the new_request_page.hbs page and remove it from the document as you mentioned to get the functionality you're looking for :)
Daniel Jones Are you able to replicate this in another browser? Are other admins on the account able to replicate this error?
If you use the "direct link to chat" as described in this article, will these changes affect you?
Hey Matt,
If you're using a direct link then these changes should not affect you.
Our company uses a third-party AI bot, Ada. Chat is only enabled when a client gets escalates to a live agent via chat. Currently, we have the chat enabled in Guide under integrations, but the not enabled in the widget section in Zendesk. If we do, the chat widget and the Ada widget conflict. Do we need to take action?
Daniel Jones This was a bug that should now be resolved.
Andrea Rodriguez Third-party bot integrations in Chat is supported in the Web Widget so if you enabled Chat in the Web Widget it will continue to work. So yes you should follow the recommended actions and as a result the Ada experience should continue to work seamlessly but in the Web Widget instead, and then you can disable the legacy Chat widget in Guide > integrations.
Hi Daniel,
I disabled the legacy Chat widget in Guide and activated the Web Widget instead and the widgets overlap.
Disabled via Guide (how it normally looks)
With the Widget enabled vi Zendesk
Obviously, we don't want the "support" widget available since chats should only occure if they interact with our AI Bot. Can we simply leave the Web Widget disabled and the transition will work ok?
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