Changes to the way you enable Chat in your Help Center on Apr 30th, 2020

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11 Comments

  • Sam Germein
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    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?

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  • Vanessa Ripoll
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    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!

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  • Daniel Jones
    Comment actions Permalink

    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

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  • Brett - Community Manager
    Comment actions Permalink

    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?

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  • Matt McLean
    Comment actions Permalink

    If you use the "direct link to chat" as described in this article, will these changes affect you?

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Matt,

    If you're using a direct link then these changes should not affect you.

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  • Andrea Rodriguez
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    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? 

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  • Daniel Aron
    Comment actions Permalink

    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.

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  • Andrea Rodriguez
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    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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  • Brett
    Comment actions Permalink

    I've made the change in the admin dashboard, but I keep receiving messages from Zendesk saying that I haven't. What is the deal with that? Am I missing something? 

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Brett,

    I confirmed with our team that this is a static message that is displayed and will not disappear when you uncheck the setting in the Guide Admin page.

    Let me know if you have any other questions!

    0

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