Using APIs to configure autoreplies in Web Widget (Classic)



image avatar

Aimee Spanier

Zendesk Documentation Team

Edited Mar 19, 2025


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11 comments

Hi Daniel, 

This will only work for Live Chat (Classic Widget).


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I used the code from updating the appearance of answer bot in Rosetta Theme 1.4.2 so I could change the picture of the avatar.   I had put the code in script.js in the helpdesk so that it would change the values.   This worked perfectly.

In Sandbox we just updated Rosetta Theme version 2.1.2.   I added the same code

//Answer Bot Changes
    window.zESettings = {
      webWidget: {
        answerBot: {
          avatar: {
            url: 'https://rustoleum.com/zendesk/RO-Chat-Bot.png',
            name: {"*": 'RO'}
          }
        }
    }
  };

 

The avatar does not change to the picture?  Did something change with the new version that I need to adjust the settings?

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Hi Stephanie,
 
As it turns out, there's no option to remove it if you have turned on Article recommendation for your widget. However, you can rename it by using this API.

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I am trying to locate in HTML where the " widget script is loaded" so that i can remove the "Bot" language. I want to just want to remove the highlighted language nothing else. I have looked through ever page and can not find the web widget info listed anywhere.

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Hi there!
This is Tony from Zendesk.
 
The code you are using right now should attach contextual data when submitting a user query, as you can see here.
 
I believe you are looking for something that will enhance the contextual help provided by the web widget, then I think you should use this option and integrate it in your site.
 
Best,

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not having any luck with that snippet of code. (filtering articles using labels). I'd like a specific article to be recommended when the keywords "return, refunds" etc are used. 

 

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Hi Dylan

Looking at the API reference, I thought I might not be able to. You can't do that. Consider Messaging & Flow Builder.

Thank you friend!

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Hey there,
 
It is not currently possible to modify the "Get in touch" button shown in the screenshot below.
 

 
You may want to consider switching to Messaging as outlined here. This will provide you with access to Flow Builder, which allows significantly more customization as far as the kind of wording you can use within your widget. 

Hope this helps! 

- Dylan 

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hi.

I have enabled Answer Bot and manned chat in the widgets on the Help Center site.

When you open the widget, you'll see a comment saying "Get in touch" after the bot's greeting. Can I change the text "Get in touch" ?

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Thanks for catching those, Justin! I've fixed the resource link and removed the video until I can track down a working version of it.

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