Customizing the appearance of your chat widget

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  • Radu Conopan

    After the Trial expires, the chat badge automatically turns ON and you don't have the possibility to turn it OFF. I didn't realize that until I've accessed the website on desktop.

    Not cool. I had to remove the widget.

  • Fredrik Olsson

    The Chat badge in the zendesk chat --> Manage widget-->  appereance option needs to be set to off too have the "chat badge" minimized.

    Not very selfexplaining and or explained by Zendesk FAQ that the Chat still is active on the page while the chat badge is off

  • René Boettger

    Hello Frederik, Thanks for pointing it out. Basically, the 'Chat badge' is just a cosmetic feature of our Chat widget. When the 'Chat badge' is turned off, it does not mean that the 'Chat Widget' itself has been deactivated. So instead of the larger 'Chat badge', you will just see the smaller 'Chat button'.



  • Maky


    Where can I found some information/documentation for Web Widget Chat with multibrand istanze? (No Zopim)

    I have a Zendesk Suite account with Web Widget chat and dashboard chat on istanze.

    We need to use different widgets that the dashboard default widget has. Each widget is created on link with this configuration:

    Using API I need to configurate the badge and this isn't open:

    <script type="text/javascript">
        window.zESettings = {
        webWidget: {
                launcher: {
                    chatLabel: {'*': 'Customer Care'},
                    badge: {
                        label: {'*': 'Chat with us'},
                        image: '',
                        layout: 'image_right',
                chat: {
                     departments: {
                      enabled: [],
                      select: 'Brand test'
                     title: {
                     '*': 'Chat Test',

    Everything works except the badge.

    Any advice?



  • arrvind

    I'm looking to change the Pencil icon that appears in chat widget,

    How can i do that?

    Please refer the image below, this is the one i want to change

    Thanks in Advance,


  • Francis Casino
    Zendesk Customer Care
    Hi there! Thanks for reaching out! I'm checking on the image that you mentioned however I am not seeing anything on the attachment. Could you please send it so that I can check?
  • Jon Emmett

    Is there anyway customize the chat widget on the fly?  We may use this for multiple clients and would need to brand based on that client.  Can I just send a json file with configuration, if so where can I find that information? 

  • Francis Casino
    Zendesk Customer Care
    Hi Jonathan,
    I'm afraid that the changes you want to do is already out of our support scope since that is a custom coding.
  • Maya

    How can I get the chat widget to look like Zendesk's chat widget?

  • Brett Bowser
    Zendesk Community Manager
    Hey Maya,

    I'd recommend taking a look at this article: Advanced customization of Web Widget (Classic)
    I don't have the exact code we use so you'll want to get a developer to help get this set up.

    I hope this points you in the right direction!
  • Henry Eagar

    Legacy, Classic.
    and ? current

    All the docs are all for old versions?  and the help is as confusing as your undefined Names.

  • Christine
    Zendesk Engineering
    Hey Henry, sorry about the confusion. Currently, there are four versions of Zendesk Chat in use. Which version you’re using depends on a number of factors, including:
    • When you signed up for Zendesk Chat
    • The website where you signed up
    • Whether you are using a Chat-only account, or a Chat account integrated with Zendesk Support
    To identify the Chat version that you're using, see Determining your Zendesk Chat account version.
  • Henry Eagar

    And which "Chat Phase" is "Web Widget (Classic)"?
    Which instructions relate to Zendesk Chat Phase 4?

  • Christine
    Zendesk Engineering
    Hi Henry, if you are on Chat Phase 4 you can refer to this section of the article Chat + Support in the Web Widget (Classic) users. For advanced customizations of the widget, see Advanced customization of Web Widget (Classic).
  • Duangkamon

    Can I set translations for Chat Concierge (Display title and byline)?
    I've tried dynamic contents but it doesn't work. And I can't find developer doc about this section..

  • Dainne Lucena
    Zendesk Customer Care

    Hi Duangkamon

    It can be done via API. 

    For the welcome to support and customer support message, you can use the concierge endpoint & embed that code on any page where you would want to customize those phrases & specify the language. 

    Let me know if you have any follow-up questions
  • Fares T

    Christine Regarding the configuration options available at , we used to be able to configure it as shown in "chat widget users" but now we can only configure as shown in "Chat + Support". Is this just a glitch? Is there a way to have access to the full scope of configuration without needing to use the script stuff?

    Also, what does the "Concierge" part control? I'm unable to see any difference in the actual widget (so not the preview) no matter what I do. 


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