Creating a messaging Web Widget

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).

Tip: This article applies to accounts started after November 2, 2021. If you created your account prior to that date, see Enabling messaging.

By creating a Web Widget, you can offer messaging functionality to your customers through a website or help center. Accounts with multiple brands must enable a Web Widget on each brand they plan to use with messaging.

In this article, we'll describe the steps for creating a Web Widget in each of these scenarios, and provide an overview of the optional configuration settings you can apply to the widget.

This article includes the following topics:

• Creating a Web Widget for your account
• Creating Web Widgets for multiple brands
• Configuring your Web Widget

Creating a Web Widget for your account

To create a messaging Web Widget

1. In Admin Center, click Channels in the sidebar, then select Messaging and social > Messaging.

   A basic Web Widget named Zendesk is created by default and appears in the Channels list.

2. Click the default widget in the Channels list.
3. Under Start with the basics, if you support multiple brands, select a Brand, then confirm or change the Channel name.
4. Click Next.
5. Under Install on your site, copy the code snippet to paste in your website now, or click Email code to team member.

   If you're not ready to install the widget, you can email the snippet to yourself or a team member to install later. If you're going to add the widget to a help center, you can do so after completing the onboarding tasks in this procedure.

6. Click Next.
7. Under Make it your own, configure these settings:
   • Select a Primary color with the color picker or enter a hexadecimal number. This color is used in the Web Widget launcher and header.
   • Enter a Title that will appear in the header.
   • Upload an optional Logo.
8. Click Next. To see an example of how your end users will view the widget, click Test it now. Click Done when you're ready to move on.
9. The widget's edit page appears. From here, you can continue configuring the widget settings , or leave it as-is.
10. Click Save.

If installed during the setup process described above, the widget is immediately functional on your website using the default messaging response. Otherwise, you can install the widget on your website, or in a help center, at a later date.

You can continue customizing your Web Widget in the following ways:

• Configuring the Web Widget
• Upgrading to a messaging bot
• Creating bot conversation flows

Creating Web Widgets for multiple brands

Messaging Web Widgets are enabled per-brand – that is, if you support multiple brands, you'll need to enable and configure a Web Widget for each brand you plan to offer messaging functionality on.

To turn on messaging for an additional brand

1. In Admin Center, click Channels in the sidebar, then select Messaging and social > Messaging.
2. Click the Add Channel button, then select Web Widget.
3. In Start with the basics, select or change the Channel name, then use the drop-down to select a Brand. Only brands that do not currently have an active Web Widget appear in the Brand drop-down list.
4. Click Next.
5. In Install on your site, copy the code snippet to paste in your website or click Email code to team member.

   If you're not ready to install the widget, you can email the snippet to yourself or a team member to install later.

6. Click Next.
7. In Make it your own, configure these settings:
   • Select a Primary color with the color picker or enter a hexadecimal number. This color is used in the Web Widget launcher and header.
   • Enter a Title that will appear in the header.
   • Upload an optional Logo.
8. Click Next. The Edit Web Widget page opens. You can continue configuring the widget settings here, or leave it as-is.
9. Click Save Settings.

Repeat these steps for each brand that will be using messaging.

Configuring your Web Widget

There are multiple customizable components in the Web Widget that you can configure to best represent your business before installing it in your website or help center. Some of these elements can be configured as part of the wizard as described above. More extensive configuration options can be accessed by clicking the tabs on the Edit Web Widget page for each widget.

Use the following links for more information on configurable widget elements:

• Configuring basic information for the Web Widget, such as channel name and linked social messaging channels.
• Configuring the appearance of the Web Widget, including selecting widget colors, adding a logo, and defining the widget launcher.
• Configuring messaging responses for the Web Widget, using business hours to create separate automated responses based on your agents' schedules, or upgrading to a bot responder.
• Authenticating end users and configuring conversation history, for increased security and agent effectiveness.
• Installing the Web Widget in a website or help center, if you haven't already done so.