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Creating proactive messages for the Web Widget



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Aimee Spanier

Zendesk Documentation Team

Edited Jan 16, 2025


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11 comments

Is it possible to use hyperlinks in the proactive messages? When I tried, I couldn't save it due to the error "Message can't include scripts".

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Dane

Zendesk Engineering

Hi Shaun, 

It will just be for plain texts.

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Hi Dane,

I don't understand your answer. When I tried to enter a URL in the proactive message, it gives me an error:

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Dane

Zendesk Engineering

Hi Shaun,

Like the sample below, it only supports plain text. No formatting or script of any kind.
 

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The URL is not a script. Apparently, any URL or text with "/" is unacceptable. Most URLs have "/" in them except domain names.

Zendesk should allow characters like "/" and treat them as text strings, not scripts or formatting, in proactive messages. What would be better is if Zendesk actually treated the URLs as clickable hyperlinks.

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Dane

Zendesk Engineering

If you feel this isn’t sufficient feel free to provide feedback in the Community page.
This is to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

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Shaun Luong if you submit this to the Community page do let me know, I'll add an upvote for you!

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Will there be any ways to interact with or monitor proactive messages from the web widget SDK?

The previous / legacy / Zopim SDK had more capabilities.

For more complex scenarios, we would love to initiate proactive messages from JavaScript. This way, messages could be created dynamically or triggered in response to application behavior.

For monitoring, there doesn't seem to be any way to know when proactive messages are received. If there was a callback for when proactive messages were triggered, we'd be able to log analytics for those users, then determine if/how their journeys were affected by the chat.

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Shawna James

Community Product Feedback Specialist

Hey Jon, thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for Messaging where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

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