Note: This article applies to accounts using the messaging Web Widget. If you're using Web Widget (Classic), see Configuring the components in your Web Widget (Classic).
The Basics tab includes an editable Channel name field, and management settings for linking your social messaging channels to the Web Widget.
This article includes the following topics:
Updating channel name
The name field is automatically populated with the brand name. To make it easier to find in your channels list, you may want to update it to something easily recognizable.
To update the channel name
- In Admin Center, click
Channels in the sidebar, then select Messaging and social > Messaging. - Click the name of the channel you want to edit. The widget’s edit page opens.
- Click the Basics tab.
- In the Channel name field, delete the text you want to change.
- Enter the new name for the channel, then click the Save settings button at the bottom of the page.
Linking social channels
Social channel linking connects the messaging Web Widget to your WhatsApp, Facebook Messenger, and Instagram DM channels, allowing your end users to start conversations via the Web Widget and continue them in the social channel of their choice
For information on configuring social channel linking, see Linking social channels to your Web Widget.
98 Comments
how can we add a support faq in this new Web messenger SDK?
Is it possible to have the Web Messenger load via API Launcher on some pages, but as a circle/square beacon on others? For instance, we would like the circle widget to appear in our Help Center, but to load Messenger via API in our main application.
The programmatic offset has been requested several times over the past few years in this thread. Do we have any timelines on when this will arrive? We need to programmatically set the vertical offset on a select few pages, since otherwise, the new zendesk messenger widget will block our UI.
Sheryar Shirazi - With this Web Widget, you can customize the flow of the conversation using by customizing a Bot. This Bot can be configured to present Support FAQs. For more information on this, check out this article: Bot and Flow Builder resources.
Taylor Schmidt - all our currently available APIs for the Web Widget can be found here: https://developer.zendesk.com/api-reference/widget-messaging/web/core/. I'd recommend checking this out to see if it meets your needs, especially the show/hide/open/close options.
Mark L - We are working on adding more APIs, and you can check out our Changelog to quickly see what has been added recently. At this time, we don't have an ETA on for offset.
I'm upgrading from The Support to The Zendesk Suite but cann't find Messaging and social under Channel menu.
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?
-
Enable Agent Workspace.
-
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!
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.
Please sign in to leave a comment.