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This article is for customers who want to use messaging in an account that has not used live chat and was created before November 2, 2021.
  • If you currently use live chat, see Creating a messaging Web Widget when using live chat and Web Widget (Classic).
  • If you don't use live chat and your account was created after November 2, 2021, see Creating a messaging Web Widget.
If you don't currently use live chat and your account was created before November 2, 2021, to start using messaging, you need to activate messaging in your account and create a messaging Web Widget. If you have multiple brands, you can select one or more on which to deploy the Web Widget. You must be an admin to perform these tasks.

This article includes the following topics:

  • Activating messaging in your account
  • Turning on messaging for a Web Widget

You can also activate messaging on an Android or iOS app.

Activating messaging in your account

After you confirm that you meet the requirements for using messaging, you can activate it in your account.

To activate messaging on your account

  1. In Admin Center, click Channels in the sidebar, then select Messaging and social > Messaging.
  2. Click Manage settings.
  3. On the Manage settings page, click Turn on messaging for your account.

    If you see an onboarding page, you need to click Get started before you can activate messaging.

  4. Click Save settings.

    After messaging is activated, it appears in your Channels list with Web Widget listed as an active channel.

Turning on messaging for a Web Widget

If you’re turning on messaging for a Web Widget without having previously used Web Widget (Classic), you’ll need to create a widget. Because messaging is activated per-brand, you’ll need to perform these steps for each brand that will offer messaging to your customers.

To activate messaging Web Widget

  1. In Admin Center, click Channels in the sidebar, then select Messaging and social > Messaging.
  2. Click Add Channel, then select Web Widget.
  3. On the Add Web Widget page, configure the following sections, and click Next when each is completed:
    • Set up the basics: Enter a channel name, then use the dropdown to select a brand. Only brands without an existing Web Widget or Web Widget (Classic) appear in the list.
    • Style the appearance: Enter a hexadecimal number or use the picker to select the Primary color, which is used in the Web Widget launcher and header. Upload an optional logo, and enter the title that will appear in the header.
    • Install on your site: Choose where to install the Web Widget. See The Installation tab for more information on adding the Web Widget to your website or help center.
  4. Click Finish.

    The Edit Web Widget page opens, where you can configure the Web Widget or leave it as-is for now. You can also customize the appearance of the Web Widget.

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