Migrating from live chat to messaging

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  • Fiona

    It's hard to understand the full implications of switching over. If we do so, then decide it's not for us, is it easy to undo everything and go back to the previous Agent Workspace?

  • Anne Ronalter
    Zendesk Customer Care
    Hello Fiona,

    we have an article about this topic here:

    How do I turn off messaging and go back to live chat?
  • Fiona


  • Jonathan Farache

    Anne Ronalter is there a resource that goes over migration between the different API clients?

    With live chat we had the zE object to show/hide the chat widget as well as listen/respond to certain events. What's the equivalent in zendesk messaging? What's the best practice for migrating from one to the other?

  • Shaun Murray

    Hello all!

    My company is working on migrating to messaging but I cannot find one answer. When converting from the Web Widget (Classic) to the new Web Widget will we need to change the script on our websites?

    Thank you!

  • Viktor Osetrov
    Zendesk Customer Care
    Hello Shaun,
    The script is the same after migration from the Web Widget (Classic) to the new Web Widget.
    Hope it helps,
  • Ramona F

    Hi! It is not at all clear to me if something needs to be changed in the frontend/website/apps where we display the chat widget for clients or if the changes are made only in the zendesk interface by the Admins. I mean is there any dev work that we should be doing? 

  • Christine Diego
    Zendesk Customer Care
    Hi there,
    The old widget snippet should still work post migration, if you wish to use the new web widget code, you can also do that, you just need to make sure to update the widget code on your website admin panel. 
  • Dmytro Nyshchyi

    My company is working on migrating to messaging but I cannot find one answer. Could it be possible to transfer message history from Live chat to Messaging? 
    Thank you a lot.

  • Cheeny Aban
    Zendesk Customer Care
    Hi Dmytro, 

    As of the moment, there is no option yet to transfer live chat history to messaging. However, the chat history of existing tickets will not be affected when you migrate to messaging. The chat history will still be accessible on those existing tickets. 

    I hope that helps!

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