You can configure Web Widget (Classic) settings for each brand independently. For example, for one brand you might enable help center and the contact form, while for another brand you might enable the contact form only.
Each brand's Web Widget can be linked to that brand's help center, if it has one. All widgets for your account, regardless of brand, share a Chat account. During a chat session, the brand is passed as a tag to the agent's chat window for context.
To add a Web Widget (Classic) to a brand
- In Admin Center, click the Channels icon () in the sidebar, then select Classic > Web Widget.
- Click Add widget.
If every brand in your account already has a widget, you will not see this option.
- Select a Brand from the drop-down menu, then click Save.
You can only select an existing brand that does not already have a Web Widget (Classic).
- In the Customization tab, configure the options for this widget, then click Save when you are finished.
For more information, see Configuring the components in your widget.
- In the Setup tab, click Copy to clipboard to get the code you need, then add the code to your website or help center.
For more information, see Adding Web Widget (Classic) to your website or help center.
- If you want to add a widget to another brand, click Add widget again and repeat the process.
Does anyone have any solutions to the problem of the web widget with multiple brands?
Our company is on the enterprise program and we have two brands. Each brand is handled by a different customer service department. Each brand has its own web site.
What trigger recipe could we use to assign the tickets generated from Web Widget to the two different groups?
Do you have these branded widgets on separate pages on your website? If so, you could use this trigger recipe: Adding custom tags to Web Widget tickets from specific pages
Let me know if that doesn't get you what you're looking for!
@brettbowser Thank you very much! This worked for us.
i want to ask a small question here in this thread only.
I have the 2 chat widget for 2 different countries and the configurations are approximately same. i saw that few of the chats from country 1 is getting handled by country 2. i am unable to find root cause, please comment.
My name is Michael with Zendesk support.
I created a separate ticket for you about this issue you're experiencing and you can expect an email shortly stating the ticket has been created.
See you on that ticket!
Question. I have two sets of end users. For example, we will call them Company A and Company B. Is there a way to designate which Company an end user is from in the db, so when they sign on, they are shown the help widget for Company A, not Company B? Want the user to default to the correct help widget (therefore the correct Help Center) when they sign on. Thanks!
A good option for your case would be to use multi-brands as this will allow you to have two separate help centers, one for each set of customers.
You may take a look at this article to know more on how to create a help center for one of your Support brands
Having multiple brands also enables you to add a Web Widget for each brand, check on this article for more details.
As for restricting users on accessing the help center, the user segments option in Zendesk Guide could fill in as a way to filter/restrict the users.
In full transparency, multi-brand chat functionality is in need of some serious love. Not having the capability to configure brand-specific pre-chat forms is quite painful for those who have brand-specific agents. Ducttaping triggers to assign the correct brand when a ticket is created from the Chat channel exactly fantastic either..
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