We are excited to offer a new and improved, seamlessly integrated Chat experience in the Web Widget. Now, you will be able to strike up a conversation with your customers wherever they are on your website, and compliment self-service through Chat better than ever before. With this early access program (EAP), your customers will now be able to fluidly navigate between Chat and Help Center in the Web Widget, and receive incoming or proactive Chat messages whilst searching and viewing Help Center articles. The new experience also includes additional features that were previously only available in the standalone Chat Widget; we will continue to add features to the EAP over the coming months.
Who should sign up for this EAP?
This EAP is best suited for Support customers that are already using Chat in their Web Widgets. Support customers interested in trying Chat in the Web Widget for the first time can also participate in this EAP. Web Widget setup is quick and easy. Learn more
If you are a Zendesk Chat customer without Support, this EAP will not be appropriate for you.
This being an EAP, does this limit current Web Widget functionality?
No, all existing non-Chat Web Widget functionality will be identical, and all existing Chat functionality will eventually be enhanced and available by this EAP.
What will change with this EAP?
The Web Widget Chat experience will have an improved look and feel. In addition, there are several new features that enhance the ability for a user to navigate between Chat and Help Center features when enabled in the Web Widget:
- Enhanced attachments and menu experience
- The ability to go back from a Chat to a Help Center article
- Notifications of incoming Chat messages or proactive Chat messages
Update - December 5th 2018:
- The EAP phase is closed and the changes have moved to Limited Availability. To learn more, click here.
Update - May 17th 2018:
- Chat visitor authentication and conversation history is now available with this EAP. Learn more.
Update - June 26th 2018:
- Google Analytics for Chat is now available. Learn more.
- Social login for Chat is now available. Learn more.
Update - Sep 26th 2018:
- Automatic translations is now available. Learn more.
Update - Nov 8th 2018:
- Chat APIs are now available. Learn more.
What limits will there be on my chat customizations?
Several advanced chat features will not be included in the EAP at launch, but will be added in the coming weeks.
Remaining key features in plan to be added to the EAP are:
- “Chat Badge” launcher option
- Pop-out the Widget to its own window
What does the end-user experience look like?
The overall look and feel of the Chat experience in the Web Widget has been updated.
In addition, a user can now go back from a chat to a Help Center article and can receive proactive Chat notifications or incoming Chat messages whilst navigating the Help Center or viewing Help Center articles.
You will also notice enhanced attachment and menu functionality, including a dedicated attachment icon, and ability to drag and drop attachments.
The 'End chat' function is now available on the main widget screen but can still be found in the options menu.
What is the agent experience like?
There aren’t any changes to the agent experience.
Can I limit where I try this EAP on my site?
Once enabled on your account, you will see an “Enable EAP Chat experience” toggle in the Web Widget Admin page under the Chat toggle. When this toggle is on, your Web Widget will display the new Chat experience. If you have multiple brands and Web Widgets, you will be able to choose which brand you activate the new Chat experience for.
What is expected of me during the EAP?
There are a few things we ask of you as a EAP participant:
1. Provide feedback
2. Report any bugs
3. Be open to working closely with us, initially and ongoing
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