After enabling messaging, you can configure the appearance of the web messaging channel, as well as other settings, via Admin Center, then embed Zendesk on your website.
If you have multiple brands, you can select one or more on which to deploy the web channel. If a brand has an existing Web Widget, you can convert it to a messaging web channel. If a brand is not currently using a Web Widget, you can create a web messaging channel from scratch.
This article includes the following topics:
You can also activate messaging on an Android or iOS app.
Activating messaging for a website or Help Center
You can activate messaging for your website or Help Center by creating a web messaging channel. Messaging must be activated for each brand that will use the channel. Any brand without messaging activated will continue to use the classic Web Widget if one was previously enabled. If you’re enabling messaging on a brand without a previously enabled Web Widget, you’ll need to create a web messaging channel from scratch.
To enable messaging for a website or Help Center
- In Admin Center, click the Channels icon () in the left sidebar. Your active channels appear.
- Click the brand you want to activate.
- On the brand's Edit Web SDK page, check Enable messaging for this Web SDK.
- Customize the Web SDK or, if you want to do this later, click Save settings.
- Repeat these steps for each active brand you want to use with a Web channel.
Creating a new web channel
If you want to add a new web messaging channel, you’ll need to create a channel and assign it to the brand before you can customize and configure it.
To create a new web channel
- In Admin Center, click the the Channels icon () in the left sidebar.
- Click the Add Channel button, then select Web.
- On the Add Web SDK page, configure each of the sections:
- Set up the basics: Enter a channel name, then use the dropdown to select a brand. Only brands without an existing Web Widget or web messaging channel appear in the list.
- Style the appearance: Click the Primary, Message, and Action colors, then enter a hexadecimal number or use the picker to select your colors.
- Install on your site: Choose where to install the web channel. See The Installation tab for more information on adding the channel to your website or Help Center.
- Click Finish. The Edit Web SDK page opens, where you can continue configuring the web channel, or leave it as-is.
If you disable messaging for a brand, the Web SDK is converted into the classic Web Widget.
Customizing and configuring the web channel
As with the classic Web Widget, the web messaging channel includes multiple components that you can customize to best represent your business. Make sure you have enabled the web channel before starting the customization process.
To configure the web messaging channel
- In Admin Center, click the the Channels icon () in the left sidebar.
- Hover your cursor over the brand you want to update, click the options icon (), then click Edit.
- Click the tab with the components you want to customize. Follow the links below for more detailed information on the options for that tab:
The Basics tab
The Basics tab includes an editable Channel name field, and a link to the channel's Flow Builder configuration page.
The Channel name field is automatically populated with the brand name. To make it easier to find in your channels list, you may want to update it to something more unique.
To update the Channel name
- In the Channel name field, delete the text you want to change.
- Enter the new name for the channel, then click the Save button.
The Style tab
The Style tab includes the appearance-related components of the web channel.
In the Frame section, you can update the following:
- Primary color , the main color of the launcher button and widget header. Enter a hexadecimal number, or click the color swatch to open a color picker. The default color is migrated from the brand's classic Web Widget settings.
- Message color, the color of the bubble around customer messages. Enter a hexadecimal number, or click the color swatch to open a color picker.
- Action color, the color of any buttons or customer actions (such as a selected option). Enter a hexadecimal number, or click the color swatch to open a color picker.
- Logo (optional), a JPG or PNG to appear at the top of the frame. Click Upload image, then browse to the image you want to add.
- Title, text which appears at the top of the frame – usually a call to action ("Contact us") or your business name.
- Description (optional) a short piece of text under the title. This can be information you want to share, or a tagline, for example. Enter the description in the text box.
Scroll down to the Launcher section, where you can update the following:
- Position, where the launcher button appears in your browser window. Use the radio buttons to choose either Bottom right or Bottom left.
- Text (optional), text that appears next to the launcher button.
The Preferences tab
The Preferences tab is where you can set your Conversation history options. See About Conversation history.
The Installation tab
To add the web messaging channel to your website
- Click the Installation tab, then click the Copy icon () at the bottom of the code snippet frame.
- If you want to add the widget to your website, go to the web page where you want to add the widget, then paste the code before the closing HTML
</body>tag. Add the code to every web page where you want the widget to appear.
- Make sure your firewall is configured to allow the web widget to appear.
To add the Web SDK to your Help Center
- Click the Installation tab, then click the checkbox to Automatically embed Web SDK in your Help Center.
Moving from classic Web Widget to the Web messaging channel
When you enable messaging in the web channel for a brand with an existing Web Widget, you're essentially switching off the classic Web Widget and migrating to the new messaging widget. Many of your classic widget configuration settings are automatically migrated to the new web channel settings, including:
- Widget position: The widget and launcher will appear wherever you've placed it on your Help Center or web page
- Theme color: The color setting for the launcher, contact button, and header are applied to the Web SDK frame.
- Web Widget button text:During migration, this becomes the Launcher text. As in the Web Widget, it is the text that appears in the launcher button.
- Web Widget snippet: Web messaging channel and Web Widget (Classic) use the same snippet so there’s no need to update it in order for messaging to work.
- Help Center enablement: If you've enabled the Web Widget in a Help Center, the web messaging channel replaces it.
There is some Web Widget functionality that is not available in the web messaging channel currently:
- Talk is not enabled in the Web SDK. You can still receive calls through the Agent Workspace.
About Conversation history
If you choose to enable the Conversation history feature for your customers, when an end user returns to the web messaging channel where conversations with your business have already taken place, the full text of those conversations remains visible to them.