Can I configure the Web Widget (Classic) to present Chat on my webpage only when a specific department is online?

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7 Comments

  • Fred Thomas

    This is a great resource @...! Given the example of the singular dept. "CRM", what would the code look like for multiple dept, say "CRM", "HR, and "Sales" for instance?

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  • Eric Ypsilantis

    I'm glad to hear you find the article helpful, @...! You know, I had been asked this before back when I was less dangerous with JavaScript, and didn't think it would be possible given how I'm using the API - but let me ponder this and I'll get back to you here. Is the idea to only show the widget as online if a subset of the departments is online, but then not set the department to use in the widget automatically (let the user choose)?

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  • Maky

    Hi Eric.

    Great article for me!

    However in this link said that has to word automatically this doesn't happen.

    Thanks!

    Maria

     

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  • DJ Buenavista Jr.
    Zendesk Customer Care

    Hi Maria,

    Thank you for reaching out to Zendesk Support.

    In regards to your concern, the following article mentioned how to present chat if a specific department is online. This means that the end-users can only access chat once a specific or the set department agents are online.

    The following instructions in this link are custom and it's not a native feature in Zendesk. As the disclaimer in this article mentioned, "This article is provided for instructional purposes only. Zendesk does not support or guarantee the code. Post any issues you have in the comments section or try searching for a solution online."

    Thank you!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist |

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  • Abdo

    thank you all 😊

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  • Maky

    Hi DJ Buenavista Jr.

    When I said "However in this link said that has to work automatically this doesn't happen." I'm talking about this link:

    https://support.zendesk.com/hc/en-us/articles/4408836216218-Using-Web-Widget-Classic-to-embed-customer-service-in-your-website

    " If Chat is the only contact option enabled and no agents are online, the launcher does not display."

    I'm not taking about the current link.

    Is that what you said?

    Maria

     

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  • Paolo
    Hi Maria,
     
    Good day! I would be taking your question on behalf of DJ. For this to work, you have to make sure that Chat is the only contact option enabled in the web widget settings(see screenshot below). Sometimes, the changes don't reflect right away after you save it due to caching issues. So if in case you already enabled the option to Chat only and you still can see the widget appearing even if all agents are offline, you may try clearing cache and cookies or open your Help Center on another browser.

     
    Since Zendesk does not guarantee the codes above, and if in case you have added them in your widget, that could affect its native function and possibly compromise some of its expected behavior.
     
    I hope this helps!
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