This article covers how to configure the Web Widget (Classic) settings to result in your preferred customer experience. Each section lists the toggles to turn on or off depending on how you want your customers to receive support.
These changes are made by an account admin in Admin Center, by toggling on or off the options in the Customization tab.
Articles
How to suggest articles to my customers?
Toggle on the Help Center option in your widget settings. When a visitor on your page clicks the widget button, they can ask a question, and relevant articles are suggested.
Enabling this feature allows you to go a step further and offer Contextual Help and Article Recommendations.
For more information:
- Visit the Help Center section of Configuring components in the Web Widget (Classic).
- Read more on the self-service experience through the Web Widget (Classic).
Your customers will see the widget option below:
Live chat
How to live chat with my customers?
Toggle on the Chat option in your widget settings. The live chat feature allows your customers to reach out directly to your available agents through a live chat window. Enabling this option won't impact your widget if you don't have a Chat account.
For more information:
- See the article: Setting up Zendesk Chat in the Web Widget (Classic).
- Read more on the live chat experience through the Web Widget (Classic).
Your customers will see the widget option below:
Phone support
How to enable my customers to request a callback?
Toggle on the Talk option in your widget settings. The Talk option in the Web Widget (Classic) allows your customers to request a callback or view a phone number to call from within the widget. Toggling on this feature will not impact your account if you do not have the appropriate Talk plan level.
For more information:
- See the article: Configuring Zendesk Talk settings for the Web Widget (Classic).
- Read more on the customer experience with phone options in the Web Widget (Classic).
Your customers will see the widget option below:
Support ticket
How to allow my customers to request help through a support ticket?
Toggle on the Contact form option in your widget settings. The contact form allows your customer to click on the widget button and submit a request to your support team and create a ticket.
Enabling the Ticket forms feature allows customers to select any of your active ticket forms.
For more information:
- See the contact form section of the article Configuring components in the Web Widget (Classic).
- Read more on the customer experience with contact forms.
Your customers will see the widget option below:
Help center + live chat + phone support + ticket
How to offer my customers a combination of widget options?
Toggle on your desired support methods in the Web Widget (Classic).
Your customers will be presented with these options in a specific order:
Your customers will see the widget option below: