Which Zendesk widget do I have with my account and website?

Question

Does my account use the Chat widget or the Web Widget? What is the difference between the Chat widget and the Web Widget? 

Answer

Which Zendesk widget(s) you have with your account depends on a few aspects of your subscription: products, plan levels, and age.

Check the table and information below to find which widget(s) you have access to with your subscription.

Your Subscription
Suite OR at least Support + Chat (Team plan or higher)	Support only OR Support + Chat (Lite plan)	Chat only	Legacy Chat
Web Widget, Web Widget (Classic)*, or SunCo Web Messenger widget	Web Widget (Classic)	Chat-only Web Widget (Classic)	Legacy Chat widget

*If your subscription includes both Support and Chat on a Team plan or higher, for example, if you have a Suite plan, you can choose to enable Messaging and use the Web Widget, or disable Messaging to use the Web Widget (Classic). If you have multiple brands, which widget you chose might vary by brand.

Pick from one of the widget options to learn more:

Web Widget

Web Widget (Classic)

Chat-only Web Widget (Classic)

Legacy Chat widget

SunCo Web Messenger Widget

Web Widget

If you have both the Support product and a non-legacy Chat product on your subscription and have Messaging enabled, you are using the Web Widget.

The Web Widget supports Messaging, allowing your customers and agents to connect across a wide variety of platforms (web, social, etc.) as well as live in a fluid world of synchronous and asynchronous messages. You can learn more about Messaging in this article: Introducing Zendesk Messaging.

                               

The settings for the Web Widget are all handled in Admin Center > Channels (). Here you can add new channels, manage settings, and keep track of all your widgets. Learn more in these articles: About Zendesk messaging and Working with messaging in your Web channel.

Web Widget (Classic)

If you have both the Support product and a non-legacy Chat product on your subscription, but you do not have Messaging enabled, you are using the Web Widget (Classic). The Web Widget (Classic) allows you to provide live chat to your customers alongside other features such as Help Center Search, callback requests, and contact forms.

                           

The primary settings of the Web Widget (Classic) are managed under Admin Center > Channels () > Classic > Web Widget. Some of the chat-specific settings, for the chat portion of the Web Widget (Classic), are managed in the Chat product under Settings > Widget.

Learn more about the Web Widget (Classic) and all its functionality in this article: Using Web Widget (Classic) to embed customer service in your website. 

Chat-only Web Widget (Classic)

If you have only the Chat product and it is current, not a legacy account, this means you have the Chat-only Web Widget (Classic). Your Chat-only Web Widget (Classic) is the same as the Web Widget (Classic), but with only the chat channel. All the settings for your Chat-only Web Widget (Classic) can be accessed from the Chat dashboard under Settings > Widget.

Legacy Chat widget

If you have a legacy account, you have the legacy Chat widget. This widget looks different than the Web Widget and Web Widget (Classic). The settings for this widget are managed in the Chat product under Settings > Widget.

                                                                 

           

Once you've identified which widget you have, get started with setup and customization in this article: Getting started with live chat support: Adding Chat to your website or Help Center. If you're curious about the specific feature differences between the legacy Chat widget and others, see this article: Feature differences: Legacy Chat and Chat in the Web Widget (Classic).

SunCo Web Messenger Widget

Sunshine conversations allow you to create a highly customizable widget. Potential functionality includes, but is not limited to:

• Location sharing
• Additional customization on forms
• Ability to request payment
• Horizontal scrolling

                                         

To determine if you are using this widget, reach out to developer resources on your team. There is a considerable amount of work to implement some of these customizations and often developers need to be involved. For more information, see this article: Sunshine Conversations Web Messenger.

Note: By integrating Chat and Sell, widget functionality can be altered.