The messaging Web Widget lets you embed messaging functionality in your website, help center, or mobile app. It replaces the legacy Web Widget (Classic). Web Widget (Classic) is currently only available on Zendesk accounts created before June 5, 2023.
This article includes the following topics:
About the widgets
Each widget lets you provide multiple support options to your customers. However, there are a number of differences in functionality and benefits between the two.
The biggest difference is that Web Widget gives you access to Zendesk’s messaging functionality, and Web Widget (Classic) does not. See the Capabilities comparison table for a list of functionality differences.Web Widget
- Live agent interactions to address support issues that can't be resolved automatically.
- Help center articles that can point customers to self-solve their issues.
- Personalized quick-reply options so customers can respond to questions with a single click.
- Support ticket creation to connect the problem-solving path to the conversation.
- Persistent conversations so both agents and customers can view past interactions for greater insight into their ongoing support relationships.
- Email notifications to let customers know when an agent has responded, untying them from their devices while waiting for assistance.
- Social channel integration so customers can switch from messaging to your available social channels, and back again, during the same conversation.
- Automatic conversation translation to communicate effectively across language barriers.
Web Widget also gives admins and agents access to the following features and functionality:
- Customizable widget frame and launcher so you can choose colors, text, and logos to design the look and feel for your widget.
- A fully functional default messaging response to greet customers and gather contact information.
- A more advanced, customizable bot to respond to any customer queries you anticipate.
- Bot builder, the click-to-configure tool for designing bot answers.
- Integration with Agent Workspace so agents can step in and answer a message at just the right time with all the relevant information they need to help a customer.
- Operating hours to create separate responses for online and offline hours.
Web Widget (Classic)
Web Widget (Classic) is Zendesk’s longstanding channel for providing multiple ways to deliver support and communicate to customers. It doesn’t allow you to embed messaging functionality, but similar capabilities can be provided to your users with standard Zendesk products.
If you created your account prior to November 2, 2021, you have access to Web Widget (Classic) by default, and need to opt-in to messaging to use the messaging Web Widget. If you currently have the messaging widget, you need to disable messaging to use Web Widget (Classic).
Web Widget (Classic) includes the following support options when embedded in your website, help center, or mobile app:
- Article recommendations, including restricted article access for authenticated users.
- Live chat with agents for text-based conversations.
- Contact number and callback requests for those who prefer phone conversations.
- Customized contact forms to create Support tickets they can follow through the solution process.
Determining the widget you want
Choosing between the Web Widget and Web Widget (Classic) depends on the support functionality you want to offer your customers.
The information above can help you determine which widget is right for you. See the following articles for more guidance:
Determining the widget you have
You can determine which widget youcurrently have access to by looking at your messaging settings.
To view your messaging settings
- In Admin Center, click
Channels in the sidebar, then select Messaging and social > Messaging.
- Click Manage settings.
If you see the green Enabled label, or if Enable messaging for your account is selected, you have access to the messaging Web Widget:
Capabilities comparison table
The table below lists the capabilities available in one or both widgets.
Capability | Web Widget (Messaging) | Web Widget (Classic) |
---|---|---|
[Support] Create tickets from interactions | Y | Y |
[Support] Business hours | Y | Y |
[Support] Custom fields in forms | Y | Y |
[Support] Authentication | Y | Y |
[Support] Contact forms | N (simple data capture available) | Y |
[Support] Banning visitors | N | Y |
[Support] Multiple brands | Y (one widget per brand) | Y (one widget per brand) |
[Support] Out of office trigger | Y | Y |
[Support] Adding tags from specific pages | N | Y |
[Support] Advanced customization | N | Y (Via API) |
[Support] Sandbox access | Y | Y |
[Talk] Request callback | N | Y |
[Talk] Make a call | N | Y |
[Messaging/live chat] Live conversations | N (similar functionality) | Y |
[Messaging/live chat] Proactive chat | N | Y |
[Messaging/live chat] Automatic text translation | Y | Y |
[Messaging/live chat] CSAT | Y | Y |
[Messaging/live chat] Conversation persistence | Y | N |
[Messaging/live chat] SBR | N | Y |
[Messaging/live chat] Conversational bot | Y | N |
[Messaging/live chat] Bot builder | Y | N |
[Messaging/live chat] Multiple users in conversation | Multi-agent only | Multi users (agent or end user) |
[Messaging/live chat] Social messaging channel switching | Y | N |
[Messaging/live chat] Continuous conversations | Y | N |
[Guide] Autoreplies with articles/Article recommendations | Y | Y |
[Guide] Autoreplies/Article suggestions | Y | N |
[Guide] Contextual help/search | N |
Y |
[Guide] Access to restricted help center content | N (coming soon) | Y |
[Explore] Reporting | Y | Y |
Widget customization: Automated text/conversations | Y | N |
Widget customization: Appearance | Y | Y |
17 comments
Jake Howell
Re: Access to restricted help center content = "N (coming soon)" for the Messaging web widget, this is a feature that is blocking us from using the widget within our application. Is there an ETA?
1
Annicka Rabida
Will there be API's for customizing the web widget like there are for the classic one? (https://developer.zendesk.com/api-reference/widget/introduction/) Depending on where we put the widget, we would like to change the looks along with modify things such as the icon and AI avatar.
0
Vishaal
How do my chats from knowledge base get created as tickets?
0
Christopher Kennedy
Tickets are automatically created for chats. Are you experiencing an issue where you're not seeing a ticket for a chat?
0
Julien Maneyrol
Hi,
I see in the article that the Web Widget (classic) will be phased out in the future. Is there any ETA? How long will it be available?
1
Christopher Kennedy
We'll make a formal announcement with advance notice once a timeline has been determined. Follow our Announcements section to receive notifications of our important product announcements.
0
Julien Maneyrol
Thanks for the information Christopher Kennedy,
I guess it is too early to ask, but will there be guides/tutorials to help migrating? I am asking this because we are currently using the Web Widget Classic in some of our products front-ends with advanced customization via its API.
3
Tipene Hughes
Hey Julien Maneyrol,
We do have some documentation available currently that provides guidance on the migration process:
We'll be updating existing documentation and providing more information as the Zendesk Web Widget nears feature parity with the Web Widget (classic).
I hope this helps!
Tipene
1
Alicia Vierra
We are just getting started and have set up messaging with a bot on the channel. We are not using the chat product but have found chats will pass through to support fine when we use a transfer to agent step in an answer.
We would like to create some answers where we collect information and a ticket gets logged, but without the user being transferred to an agent, is that possible?
Also, is there anywhere for us to see the user's conversation history with the bot, if they leave without ever being transferred to an agent? I know we can get analytics, but even with the "ask if question resolved" step that just got added back, is that history anywhere?
0
Zsa Trias
Hello Alicia,
A ticket is created from messaging only when "Transfer to agent" is initiated.
Per our docs here:
Unfortunately, without a ticket, we won't have the conversation history, but if you wish to see if interaction with the bot resulted to a "Resolved" or "Unresolved" status, then yes, you should be able to get this from the analytics (Explore)
0
alexandria.gazzillo
If someone writes in outside of business hours, what will the experience be like when no agents are online with Messaging? Are they able to leave a message for us?
Re:
0
Ivan Miquiabas
Thanks for reaching out!
Customers of End-users have the ability to leave. a message through a contact form or Offline form depending on the version of your widget. The details are found here.
Cheers!
0
Amie Brennan
hey Aimee Spanier This article needs updating as the following is now available for the new messaging widget - [Guide] Access to restricted help center content
https://support.zendesk.com/hc/en-us/articles/6604813452570-Announcing-restricted-content-support-for-Zendesk-bots-article-recommendations-and-generative-replies
:)
0
Amie Brennan
Jake Howell FYI restricted content is now avail in the Messaging widget :)
0
Ranjan Kumar
Hi need your help regarding authentication for users by using a web widget message, not the classic one.
I successfully generated JWT token and used the callback function as per the documentation
zE("messenger", "login user", function (callback) {
callback(z_tokens)
})
I am getting success messages in the network console but even when I go to agent chat I do not see the green ticked option for the user which I logged in
0
Ranjan Kumar
hi Zendesk Customer Care, Web widget messaging disappeared after clicking the down arrow button and for that, I have to reload the page again to show the message web widget option. Please help here, after clicking widget should just close not disappear unless the user clicks the x icon
0
Leonardo Santos
Is there any plan to make “Advanced customization” available for the Web Widget (Messasing) and allow editing of the default form on opening, pre-filling and hiding fields, etc. as it is in the Web Widget (Classic)?
0