To use Zendesk Talk with Web Widget (Classic), you need to create a configuration that defines how to handle Voice requests that originate from Web Widget (Classic). For example, you can route a Voice request to a certain group of agents, and you can assign a priority level for Voice requests.
The configuration that you create also defines the appearance of Talk components and values in Web Widget (Classic). The available components differ based on the type of configuration you are using: Request a callback, which allows customers to submit a request for a phone call from an agent; or Call us, which uses a Talk digital line to embed a call button customers can click to initiate a call to an agent. This feature is not available on Suite Team and Suite Growth plans.
Keep in mind that the first configuration you create becomes the default and is used by all instances of Web Widget (Classic), unless you override it with another configuration using the nickname API (see Advanced configuration of Talk in Web Widget (Classic) and the developer docs).
This article contains the following sections:
Configuring a callback request widget
Use the steps below to offer your customers the option to request a callback from an agent.
- In Admin Center, click
Channels in the sidebar, then select Talk and email > Talk.
- From the Widget tab, click Add widget configuration, then select Request a callback.
- At the top of the configuration settings, click to Enable the configuration on Web Widget.
- Update the settings shown in the table below.
- Click Save.
Setting | Description |
---|---|
Enable configuration on Web Widget | Turn the toggle on to be able to use the configuration in Web
Widget (Classic). If you don’t want to use the configuration, but
don’t want to delete it, turn the toggle off (for example, if you
think you might want to use it again in the future). Keep in mind that you need to turn the toggle on for each configuration that you want to use. |
Group routing | Select the group that will receive calls and callback requests
from Web Widget (Classic). When agents from the selected group are
available, the configuration contact option displays. If all agents in the group haven't answered or made a call for an extended period of time (there is no maximum time limit for this), Web Widget (Classic) treats them as if they are all still online. Talk isn't removed as a contact option in Web Widget (Classic).
Tip: If for some
reason the Talk option isn't appearing in Web Widget (Classic),
we recommend that you troubleshoot this problem by toggling your
agents offline and then back online.
|
Nickname | Enter the configuration name. If you create multiple configurations of the widget, you need to use the configuration nickname in the Web Widget API to select which configurations to show on the current page. See Advanced configuration of Talk in Web Widget (Classic). |
Brand | Select the brand you want to associate with the configuration. |
Priority | Select the call priority routed to the configuration. You can
choose from these options:
|
Contact options | Select the ways you want user to be able to contact you. You can
choose from these options:
The Web Widget (Classic) title reflects the option you select.
Note: Request a callback is not available for
the following plans: Talk Team, Support Essential, Support Team,
and Suite Growth.
|
Outbound calling number | When Request a callback is selected, the phone number in
the drop-down list is called Outbound calling
number. Select the phone number agents use to return callback requests. This number does not appear in the Web Widget (Classic).
Note: It’s possible to select a toll-free number
from this drop-down list, but we strongly recommend that you
don’t because toll-free numbers are designed to be used for
domestic inbound calls and don’t support outbound
calls.
|
Phone number | When Call us (display phone number) is selected, the phone
number drop-down list is called Phone number to be
displayed. Select a phone number that you want customers to use to make inbound calls to your business. The number displays in Web Widget (Classic). You may or may not want to use a toll-free number. If you want to display multiple configurations' phone numbers, you need to customize Web Widget (Classic) (see Advanced configuration of Talk in Web Widget (Classic)). |
Phone number to be displayed | When Request a callback and call us is selected, the phone
number drop-down list is called Phone number. Select a phone number that you want customers to use to make inbound calls to your business. The number displays in Web Widget (Classic) when agents are online and the Call us button is displayed. The number is also used to make outbound calls to your customers when agents are offline and the Request a callback appears button is displayed.
Note: It’s
possible to select a toll-free number from this drop-down list,
but we strongly recommend that you don’t because toll-free
numbers are designed to be used for domestic inbound calls and
don’t support outbound calls.
If you want to display
multiple configurations' phone numbers, you need to customize Web
Widget (Classic) (see Advanced configuration of Talk in
Web Widget (Classic)). |
Display average wait time? | Display the average time until an agent is available. The wait time is the Average Wait Time metric from the Overview section on the Talk dashboard (see Analyzing call activity with the Talk Team dashboard). |
Set min and max limits for your wait times? | Enter custom wait times to display in Web Widget (Classic).
These numbers do not impact call requests and are not related to your actual average wait time. For example, they can be almost any number you set and function the same as display text.
Note: If you set the minimum and maximum wait time to the
same integer, then the wait time always reflects that integer.
|
Minimum average wait time | Enter a custom average minimum wait time to display in Web Widget
(Classic). This number does not impact call requests and functions the same as display text. For example, if you set your minimum average wait time to five minutes, Web Widget (Classic) never shows a wait time of less than five minutes.
Note: You
cannot set your minimum average wait time to less than two
minutes.
|
Maximum average wait time | Enter a custom average maximum wait time to display in Web Widget
(Classic). This number does not impact on call requests and functions the same as display text. For example, if you set your maximum average wait time to 15 minutes, then your widget will never show a wait time of more than 15 minutes.
Note: If you
leave the maximum average wait time blank, then the number
displays the Average Wait Time metric.
|
Configuring a call button widget
If you are using Embedded voice in Talk, you can add a call button to Web Widget (Classic).
If you're looking for information about how to add a call button to a mobile app, see Adding a call button to your mobile app.
Before you start, you must have created a digital line to associate with the call button. For more information, see Adding a Talk digital line.
- In Admin Center, click
Channels in the sidebar, then select Talk and email > Talk.
- From the Widget tab, click Add widget configuration.
- From the list of configurations, choose Call us (via digital
line).
- On the Web Widget configuration page, select Enable configuration on the Web Widget to ensure this configuration is displayed in the widget.
- Update the settings shown in the table below:
Table 1. Setting Description Nickname Enter the configuration name. If you create multiple configurations of the widget, you need to use the configuration nickname in the Web Widget API to select which configurations to show on the current page. See Advanced configuration of Talk in Web Widget (Classic). Brand Select the brand you want to associate with the configuration. Digital line Use the drop-down list to choose the name of the digital line you want to associate with the call button. For help with digital lines, see Understanding Talk Embedded voice. - When you are finished, click Save.
Modifying an existing Talk widget configuration
- In Admin Center, click
Channels in the sidebar, then select Talk and email > Talk.
- From the Widget tab, click to expand the widget configuration you
want to edit.
If you have multiple configurations, you can filter them by brand using the All widget configurations drop-down list in the upper-left portion of the screen.
- Edit the settings and then click Save.
9 comments
Safia Benaouda
How can I make "Name" and "How can we help" mandatory fields in the Request a Callback form? The Name field is already mandatory in our default ticket form.
1
Remi
Hi sbenaouda,
Thank you for your post here, hope you are doing well today!
I've been researching about this option, unfortunately, this feature is currently not available. However, I encourage you to create a post here : Feedback on Talk.
Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. Specific examples, details about impact, and how you currently handle things are the most helpful things to share to help our product teams understand the full scope of the need when working on solutions.
Thank you for your understanding, have a great rest of your day!
Best regards,
Remi | Technical Support Engineer
0
Stephanie Michele
Why on earth would the name field be optional? How are we suppose to address a person that has requested a call back? Name should not be optional!
1
Nicole Saunders
Hi Stephanie -
That sounds like great feedback for our product managers. To officially register your feedback with them, please post it in our official intake channel, which is the Feedback on Talk topic in the community.
If you haven't posted there before, here's a helpful guide on how to write an effective feedback post.
0
Kostiantyn Kolomiiets
Hi there!
Is it possible to change these texts? Or translations of these texts?
Thanks in advance!
0
Kostiantyn Kolomiiets
Hi, is it possible to change the translation of the ticket field?
0
Charles Gresula
Hi Kostiantyn,
I am afraid they cannot be edited but the text will automatically translate depending on the language of the viewer's browser.
0
Agente2
Hi there, it is possible to have two configuration of the web widget classic set as a default?! Like I want the digital Line and also if there is no one available or there are busy, , in online status, it appears the call us form.? Is this possible and where I can find?! Thx
0
Ivan Miquiabas
Good day! Unfortunately, this is not a native functionality, although you may somewhat achieve this through setting up multiple brand.
In nature, you can set up a web widget for different brands with separate Help center each.
0