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 you have with your account depends on a few aspects of your subscription: products, plan levels, and age.
|
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 ticketing system product and a non-legacy live chat product on your subscription and have messaging enabled, you're using the Web Widget.
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. To learn more, see this article: Configuring basic information for the Web Widget.
Web Widget (Classic)
If you have both the ticketing system and a non-legacy live chat product on your subscription, but you don't have messaging enabled, you're 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. Access all the settings for this type of widget under 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: Configuring and deploying live chat. If you're curious about the specific feature differences between the legacy Chat widget and others, see this article: Feature differences: Legacy Chat and live chat in 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.
0 Comments
Please sign in to leave a comment.