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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 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 tablefor 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.
- An AI agent to respond to any customer queries you anticipate.
- 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 you currently 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) |
|---|---|---|
| Create tickets from interactions | Y | Y |
| Business hours | Y | Y |
| Custom fields in forms | Y | Y |
| Authentication | Y | Y |
| Contact forms | N (simple data capture available) | Y |
| Banning visitors | N | Y |
| Multiple brands | Y (one widget per brand) | Y (one widget per brand) |
| Out of office trigger | Y | Y |
| Adding tags from specific pages | N | Y |
| Advanced customization | N | Y (Via API) |
| Sandbox access | Y | Y |
| Request callback | N | Y |
| Make a call | N | Y |
| Live conversations | N (similar functionality) | Y |
| Proactive chat | N | Y |
| [Messaging/live chat] Automatic text translation | Y | Y |
| CSAT for conversations | Y | Y |
| Conversation persistence | Y | N |
| Skills-based routing | N | Y |
| AI agent | Y | Y (limited functionality) |
| Multiple users in conversation | Multi-agent only | Multi users (agent or end user) |
| Social messaging channel switching | Y | N |
| Continuous conversations | Y | N |
| Autoreplies with articles/Article recommendations | Y | Y |
| Autoreplies/Article suggestions | Y | N |
| Contextual help/search | N |
Y |
| Access to restricted help center content | N (coming soon) | Y |
| Reporting | Y | Y |
| Widget customization: Automated text/conversations | Y | N |
| Widget customization: Appearance | Y | Y |
19 comments
Emil Susort
Should not the list also include DCL as classic supports DCL Europe and messaging with agent workspace does not? This would make messaging a deal breaker for alot of companies.
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
Leonardo Santos
Existe alguma pretensão de disponibilizar a “Personalização avançada” para o Web Widget (Messasing) e permitir a edição do formulário padrão ao abrir, pré-preenchimento e ocultação de campos, etc. como é no Web Widget (Classic)?
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
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
Amie Brennan (SuccessCX)
1265231056729 FYI restricted content is now avail in the Messaging widget :)
0
Amie Brennan (SuccessCX)
hey 1263082050629 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
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
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
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
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