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

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16 Comments

  • Brett Bowser
    Zendesk Community Team

    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!

    1
  • Vanessa Ripoll

    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!

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Matt,

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

    0
  • Alex Welch

    1. When where emails sent out about this change?

    2. Why would you not just enable the setting as you completed the update? Two weeks our chat was off on our help center.

    0
  • Brett

    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? 

    0
  • Daniel Aron
    Zendesk Product Manager

    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.

    0
  • Matt McLean
    Community Moderator

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

    0
  • Daniel Jones

    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

    0
  • Mike G.

    If my help center is not activated, do I need to make these changes?

    0
  • Miranda Burford
    Zendesk Product Manager

    Hi Alex Welch,

    Thanks for reaching out!

    1. We sent a series of four emails to customers impacted by this change.  The first was sent in October 2019, then December 2019 and the final two were sent in April 2020.  This was combined with an in-product notification which ran from October 2019 to April 30, 2020.  

    2. Apologies that chat was disabled within your Help Center.  I'm glad it's rectified now!  We tried to make this transition as easy as possible but thanks for letting us know that you missed our communications.  We try to avoid changing settings on your behalf without your approval, if we can. 

    We'll take this feedback on board for next time.

    - Miranda.

    Senior Product Manager, Web Widget

    0
  • Brett

    Hello. Thanks for your reply. I didn't realize that you had replied so I apologize for the delayed acknowledgment.

     

    I am still getting these messages, despite having the settings correct. See screenshots. Can you please let me know where I have gone wrong here?

     

    Thanks again for your support.

     

     

    0
  • Erika Camille Sundian
    Zendesk Community Team

    Hi Mike G.,

    Since your help center is not activated this change will not be applicable to you. 

    Let me know if you have any questions!

    0
  • Andrea Rodriguez

    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? 

    0
  • Andrea Rodriguez

    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? 

    0
  • Sam

    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?

    0
  • Brett Bowser
    Zendesk Community Team

    Sam 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?

    0

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