The Zendesk Chat setNotes/appendNotes JavaScript API will no longer be available when:

  • the Integrated Chat experience in Web Widget (Classic) becomes the default for Zendesk customers who have both Support and Chat in September 2019
  • Chat Phase 1 accounts are migrated to Phase 4 later in 2019

This article describes the migration options that are available.

Related information:

  • Preparing for the new Web Widget (Classic) experience
  • Feature differences: Standalone Chat and Chat in Web Widget (Classic)
  • New Feature: Chat APIs
  • Embed personalized, omnichannel support with the Web Widget (Classic) integrated Chat experience

Migration options

There are a few options you can choose to migrate your Chat implementation and workflow from the setNotes Chat widget API. We recommend taking proactive measures as soon as possible to ensure a seamless transition of your customer support workflows with Integrated live chat.

The options available require some developer skills and knowledge, and may suit a particular use case better than others.

See the table below for a summary of the available options.

Migration option Description Implementation prerequisites
Use Chat tags

You can use Chat visitor tags instead of using notes.

A common use-case for Chat visitor tags is storing user details that can define user segments later in reports.

This can be for things like the plan the customer is on, the user type (e.g., external. admin), etc.

With the tag(s) used, you can search previous chats or tickets.

Tags can be applied either via the JS API or by using a Chat trigger.

 Some basic web developer knowledge and access is required for JavaScript API usage.
Chat REST API

There is an existing Chat Visitor REST API that allows notes to be updated and displayed in the Chat Dashboard. The REST API can be called from either a server-side app or from client-side JavaScript code.

When notes are updated via the Chat REST API, updates are displayed in the Chat Dashboard in real-time, i.e. whilst an Agent is chatting with a visitor.

 In both of the above scenarios, it would be necessary to implement an OAuth flow to authenticate with the Chat API.
Public Chat app

If you have customer and visitor data in a third party provider, you can look at using one of the existing CRM public apps:

  • Sugar CRM

  • SuiteCRM

  • Shopify

  • Chargedesk

 You must be on a Support + Chat paid plan.
Private Chat app

There is an existing feature for the Chat Dashboard to install a publicly available Zendesk app or to create and install a Private app (based on plan).

For information on the API to get/update visitor information, see https://developer.zendesk.com/apps/docs/chat-api/chat_sidebar#visitor-object

Zendesk apps are a powerful means to add custom functionality to the Chat Dashboard beyond what the product natively offers. The Zendesk App Framework allows customers and App Developers to interact with the Zendesk product in which the app is running.

Using product or visitor information available through the Zendesk App Framework API for Chat, it is possible to enrich the Chat Dashboard with contextual information retrieved from a customer’s CRM, or a third party service.

An example of a private app providing enrichment of the Chat Dashboard is the Dollar Shave Club’s Brain App.

Building a Chat app requires engineering skills and knowledge. You would need to know how to set up a web app elsewhere that can be displayed inside of the Chat app.

The Web app interacts with the Zendesk App Framework JavaScript API. It displays relevant information to the Chat Agent in the UI alongside the Chat message log.
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