Does my account use the Chat widget or the Web Widget? What is the difference between the Chat widget and the Web Widget?
Depending on the products in your subscription and when you created your account, you may have either the Web Widget, the standalone Chat widget, or the legacy Chat widget. Use the below table to identify which widget you have in your account.
|Products in your Subscription|
|Support + Chat||Chat-only|
|Zendesk Chat account version||Current||Web Widget||Standalone Chat-only Widget|
|Legacy||Legacy Chat Widget||Legacy Chat Widget|
If you have both the Chat product and the Support product, your account uses the Web Widget. The Web Widget allows you to provide live chat to your customers alongside other features such as Help Center Search, callback requests, and contact forms.
The primary settings of the Web Widget are managed in the Support product under Admin icon () in the sidebar > Channels > Widget. Some of the chat-specific settings, for the chat portion of the Web Widget, are managed in the Chat product under Settings > Widget.
Learn more about the Web Widget and all it's functionality in this article: Using Web Widget to embed customer service in your website.
Standalone Chat widget
If you have only the Chat product and it is current (not a legacy account), this means you have the standalone Chat widget. Your standalone Chat widget will look the same as the Web Widget, but with only the chat functionality. All the settings for your standalone Chat widget can be accessed from the Chat dashboard under Settings > Widget.
Legacy Chat widget
If you have a legacy account, you will have the legacy Chat widget. This widget looks different than the Web Widget and current standalone Chat widget. The settings for this widget are managed in the Chat product under Settings > Widget.
Once you've identified which widget you have, get started with setup and customization in this article: Getting started with live chat support: Adding Chat to your website or Help Center. If you're curious about the specific feature differences between the different widgets, see this article: Feature differences: Legacy Chat and Chat in the Web Widget.