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Configuring components in Web Widget (Classic)



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Jennifer Rowe

Zendesk Documentation Team

Edited Jun 21, 2024


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68 comments

Hi there,

Is it possible to have the form opened by default and not collapsed until someone clicks?

 

Thanks in advance!

Aday

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Hi,

is it possible to change the background colour of the widget? in the text area? we could not find an explanation so far.

Thank you in advance!

 

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Beau P.

Zendesk Customer Care

Hello Gregor,

The launcher, contact button, and header within the widget are responsive to the theme color you set either within your web-widget settings in the UI or via the object here https://developer.zendesk.com/api-reference/widget/settings/#color but the widget background is not responsive to these changes, nor can it otherwise be customized at this time.

Beau | Customer Advocate

Ask our Zendesk Community

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Miranda Burford

Zendesk Product Manager

Hi Gregor,

Thanks for the question!  Miranda, the Web Widget Product Manager here.  Out of interest, are you using messaging or the live chat Web Widget?  If you let me know, I'd be happy to log this as a feature question on our side for future consideration.  I'm assuming that you would like to customise the text colour as well (if you are setting the background colour so they work nicely together)?

Thanks,

- Miranda.

 

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Hi Miranda,

the main issue right now for us is changing the background colour as we want to implement the widget into our existing theme. So we would also need to change colour of the text.

We hope you can offer us a solution here.

Kind regards,

Gregor

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Hello!

I've got a similar question to Gregor, but regarding customizing either the (1) message bubble color or (2) the "Get in touch" button styling.


I've consulted the Settings Reference for the Web Widget (classic), which has given me a wonderful starting point, but I was wondering if either of the 2 elements above are targetable objects via the JS in that Settings Reference. 

They currently both are taking their values from the Theme Color setting, which is really a problem as one has near-black text on it, and the other is overlaid on top of the widget's BG color (white). Finding a color that will be accessible in both circumstances is quite the challenge, so I'd like to be able to control one or both individually, as well as potentially the hover styling for the "Get in touch" button. 

I thought the "Get in touch" button would get its color from the Button setting in the JS script, but it's not. 

Thanks for your time. 

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Miranda Burford

Zendesk Product Manager

Hi Gregor,

the main issue right now for us is changing the background colour as we want to implement the widget into our existing theme. So we would also need to change colour of the text.

Got it, thanks!  Unfortunately, we don't have a solution available for this today.  Can you please confirm whether you are using messaging or the live chat Web Widget?  I'd like to lodge your feedback for future consideration.

Thanks,

- Miranda.

 

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Hi Miranda,

as our customers have the option to use dark mode, we need to be able to change background and text colours. At the moment we are using the widget for creating tickets, but in the upcoming months we want to activate the bot and maybe even use live chat.

If you need further information or want to take a look, which we would appreciate, we can continue the conversation via mail.

Kind regards,
Gregor

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Miranda Burford

Zendesk Product Manager

Thanks Gregor.  That's useful information.  As mentioned previously, we don't have a solution for modifying the text colour today but I'll log it as a feature request for future consideration.

- Miranda.

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Hi Miranda Burford

We need also to change the web widget font too for branding the site.

Thanks.

Maria

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Miranda Burford

Zendesk Product Manager

Thanks Maky.  Appreciate your feedback!  Will log that on our side.

- Miranda.

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Hi @...!

There is way to make coexist Chat and Contact form in the widget? This is whats I need:

Letting the customer choose if contact the assistance with chat or with email.

Here said that is not possible.

Thanks in advance!

Maria 

 

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Cheeny Aban

Zendesk Customer Care

Hi Maria, 

Yes, that is possible. You can add the contactoptions on your widget. This will give the customers the option to choose between the contact form and chat. More information can be found here ContactOptions API

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Hi All,

Just wondering how I can have it that when the web widget is filled in on my website, it only goes to one agent/admins email address? At the moment when it is filled in, an alert gets sent to the email of every agent/admin on the account.

Thanks,

Michael

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Jeff C

Zendesk Customer Care

Hi Michael,

This is likely a default Support trigger that is sending out those email notifications which is the Notify all agents of received request. If so, you are free to customize its behaviour by simply changing the action to Email user - (name of agent) you wish to be notified.

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Hi, 

is it also possible to have the Web Widget translated? Our Help Center is in different languages and we would like to embed the Web Widget there, but of course adapting its language to the language that the end user is using in the Help Center.

Thanks!

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DJ Buenavista Jr.

Zendesk Customer Care

Hi Ilaria,
 
Thank you for reaching out to Zendesk Support.
 
In regards to your concern, by default, the widget language is set automatically based on the customer's browser. If the end user's browser is set to French for example, the widget will appear French for that user.
 
If you would like to manually set the language of the widget instead, kindly check our article How do I change or set the language in the widget on my website? for more information about this.
 
Thank you and have a wonderful day ahead!
 
 
Kind regards,
 

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The input of "Your Name" field in Web Widget (Classic) doesn't show up in the ticket. Where do I find the input field in Support Agent Workspace?

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Hi @..., thank you for your reply! And regarding the custom fields of the web widget, I assume they will also be translated if we use the placeholders from the Dynamic Content? 

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DJ Buenavista Jr.

Zendesk Customer Care

Hi Ilaria,
 
Yes, that is correct. The end-user will see everything in their own set/preferred language in their browser.
 
Thank you!
 
 
Kind regards,

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Hi there, When using the prechatForm and the offlineForm, we were able to add a custom "greeting" that would show up above the form. We have switched to using the contactForm and I can't seem to add a greeting. Here is what we are using. Any tips? Thanks!

 

contactForm: {
        greeting: {
            '*': "A Customer Service Agent is not available at this time. Please leave a message and we will get back to you via email as soon as possible during our next business day."
        },
        attachments: false
      }

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Greg Katechis

Zendesk Developer Advocacy

Hi Sloan! The contact form does not include a greeting attribute, since the greeting is part of the Chat world. When using the contact form, you're now using the Support side, which functions in a different manner and therefore only contains these options

One option would be to use messaging instead of live chat to accomplish this, however this is a significant change for your account and may cause other unintended changes. I would recommend going through our article on which option is best for you and if you run into any questions, reach out to Advocacy team so that they can guide you in the best direction.

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Hi, 

Is there a way of changing the logo default on the widget? We have our company logo presented, however it's really skewed and doesn't look good. We prefer having our Favicon instead

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Miranda Burford

Zendesk Product Manager

Hi Eyal Fein,

Just so I'm clear, which logo are you trying to update?  Is it the one you point to in the screenshot or the one that appears in the Web Widget itself (the one that displays to customers) on your website?  If you clarify that (with a screenshot, if not the one above), that would be helpful.

Thanks!

 

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Hi Miranda, thanks!

The one that appears in the web widgets, as you can see here:

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Miranda Burford

Zendesk Product Manager

Thanks Eyal Fein.

Would you mind uploading the logo source file (the one that's been uploaded to Zendesk) so we can investigate?

- Miranda.

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Sure Miranda

 

 

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@...

Hello world? :)

Do you have an answer please to my question here? Thanks

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Hello, why is it that whenever I "Turn on Messaging" (Channels>Messaging), the configurations I set guided by the docs no longer work?

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Miranda Burford

Zendesk Product Manager

Hi WILLIAM ONSARE,

Thanks for your question!  If you are using Classic APIs, then unfortunately, they are not supported within the new messaging experience.  We have a set of messaging specific APIs which can be found here.  We plan to incrementally add to this list over time.

- Miranda.

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