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- 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.
This article includes the following topics:
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
- In Admin Center, click
Channels in the sidebar, then select Messaging and social > Messaging. - Click Manage settings.
- 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.
- 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
- In Admin Center, click Channels in the sidebar, then select Messaging and social > Messaging.
- Click Add Channel, then select Web Widget.
- 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.
- 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.
110 comments
Leyla Oge
I have the classic widget and when I activate messaging it shows the chat option in a separate place to our current web widget. Is there any way this can be added into the classic web widget as a chat option instead of being a separate speech bubble?
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Giulia ⛵
How can I set up different messages according to the language the custoker is browsing the website?
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Aimee Spanier
Hi, Ryan. This article applies to accounts created before November 2021, which have a different process for turning on and configuring a messaging Web Widget. I've added a note at the top explaining that, and linking to the article for newer accounts. Thanks!
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Ryan Arredondo
Can you clarify why this article has “Legacy” in the title? Is there an updated article that you can share? Thanks
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Destiny
Malheureusement, à l'heure actuelle, nous ne disposons pas d'une fonction qui vous permettrait de créer un lien URL dirigeant vos utilisateurs finaux directement vers votre bot de messagerie.
Étant donné que le fonctionnement de base de notre service de messagerie repose sur une communication asynchrone, la création d'une page ou d'une URL distincte pour le chargement du widget pourrait entraîner des complications, telles que la perte du contenu de la conversation et des données de la session.
Une solution alternative pourrait consister à mettre en place un bouton "cliquer pour discuter" sur votre site. Cela ouvrirait le widget de messagerie sur la même page, évitant ainsi ces problèmes, cela peut être réalisé à l'aide de l'API zE('messenger', 'open').
Nous n'aurons, actuellement, pas d'autres solutions, mais travaillons constamment à l'amélioration de nos produits.
Merci pour votre compréhension.
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Elena Zecchini
Est-il possible de fournir à nos clients un lien URL qui ouvre directement la page où se trouve le bot ?
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Mike DR
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Robert Campbell
Is there still not a way to 1) allow the customer to choose chat or contact form or 2) provide contact form in off-hours or to customers who's service plan does not provide chat? If I need these 2 functions, I should be using the Classic widget, correct? And on that note, the Classic widget configurator tool does not seem to provide realtime previews.
1
Gabriel Manlapig
For reference, please see below Prerequisites to activate messaging:
- Confirm you have the appropriate phase and plan level and have migrated to Agent Workspace. For more information, see the article: How do I update my legacy Chat account?
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Enable Agent Workspace.
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Provide chat access to at least one chat-enabled agent.
- Review the preparation for migration guide.
This information may also be noteworthy to you and is found: Why can't I migrate to messaging?I hope these information helps!
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Vi Luu
I'm upgrading from The Support to The Zendesk Suite but cann't find Messaging and social under Channel menu.
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