Question
Does my account use the Chat widget or the Web Widget? What is the difference between the Chat widget and the Web Widget?
Answer
Which Zendesk widget you have with your account depends on a few aspects of your subscription: products, plan levels, and age.
| Suite or at least Support + Chat (Team plan or higher) | Support only or Support + Chat (Lite plan) | Chat only |
| Web Widget, Web Widget (Classic)*, or SunCo Web Messenger widget | Web Widget (Classic) | Chat-only Web Widget (Classic) |
*If your subscription includes both Support and Chat on a Team plan or higher, or if you have a Suite plan, you can choose to enable messaging and use the Web Widget, or disable messaging to use the Web Widget (Classic). If you have multiple brands, the widget you use might vary by brand.
To learn more on each option, click the links below:
Web Widget
If you have both the ticketing product with messaging enabled, you're using the Web Widget.
Settings for the Web Widget are all managed in Admin Center > Channels (
). Add new channels, manage settings, and keep track of all your widgets. To learn more, see this article: Configuring basic information for the Web Widget.
Web Widget (Classic)
If you have both the ticketing system and live chat product on your subscription, but messaging is not enabled, you're using the Web Widget (Classic). The Web Widget (Classic) allows you to provide live chat to your customers alongside other features such as help center search, callback requests, and contact forms.
Primary settings of the Web Widget (Classic) are managed under Admin Center > Channels (
) > Classic > Web Widget. Additional chat-specific settings are managed in Chat > Settings > Widget.
Learn more about the Web Widget (Classic) in this article: Using Web Widget (Classic) to embed customer service in your website.
Chat-only Web Widget (Classic)
If you only have the current Chat product, you use the Chat-only Web Widget (Classic). Access the settings for this type of widget under the Chat dashboard under Settings > Widget.
SunCo Web Messenger Widget
Sunshine conversations allow you to create a highly customizable widget. Potential functionalities include:
- Location sharing
- Additional customization on forms
- Ability to request payment
- Horizontal scrolling
To determine if you are using this widget, reach out to developer resources on your team. For more information, see this article: Sunshine Conversations Web Messenger.