Chat button and window styling options are limitted.

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5 Comments

  • Ramin Shokrizadeh
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    Thanks Robert for sharing your feedback regarding your customisation requirements.

    I had a look at your account and noticed that you are using the Web Widget. We recently released an update that improves accessibility of the text color based on WCAG AA standards and does allow you to override the color with whatever text color you want: https://support.zendesk.com/hc/en-us/articles/360001963507-Web-Widget-Default-Theme-Text-Color-Update

    If you have other requirements beyond the text color, would love to hear them. Specific to the Chat experience in the widget, you also have the option to build a custom widget using the Web SDK which can match whatever requirements you have. This solution does require you to be on the Enterprise plan and will requirement development effort on your end, but it does open the doors for more control over what the widget looks like and how it behaves.

    You can learn more about the Web SDK here: https://api.zopim.com/web-sdk

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  • Robert LaRoe
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    Hi Ramin,

    Thanks for the response.  My solution has been to replace the button with my own HTML and make use of the API.

    For the record though, if I had known that to have direct control over the button font color I would have to remake the button and use the API, or pay an extra $30 per license and make use of an SDK I would have gone with another online chat support service.

    I'm little grumpy.  Consider this my feedback for future development.

    Thanks,
    Rob

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  • Ramin Shokrizadeh
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    Hi Robert,

    Sorry to hear that the experience made you grumpy, obviously not something we want as a product.

    Can you share the URL where your custom launcher is located? It would be good to see what you customised.

    Specific to the font color, this is something we recently added as a customisation option in the Web Widget settings to solve both branding and accessibility requirements for some customers (like yourself). It does not require the use of the Javascript APIs.

    Customisation beyond the colours would require a custom launcher using the Javascript APIs and for even more customisation of the chat window would require using the Web SDK.

    This is a common approach for widget/chat providers because it offers more flexibility than a HTML/CSS editor that is prone to breaking or requires a large invoice by the provider's services department each time you want to make a change to the design.

    This was the feedback we heard from customers and prospective customers before we built the Web SDK or increased our coverage of Javascript APIs throughout the last two years.

    -Ramin

     

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  • Robert LaRoe
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    Hi Ramin,

    Responses -

    Specific to the font color, this is something we recently added as a customisation option in the Web Widget settings to solve both branding and accessibility requirements for some customers (like yourself). It does not require the use of the Javascript APIs.

    That's true.  The API doesn't directly allow changing the font color.  It allows the means to rebuild the button.

    An option to change the button font color should be offered in the GUI.  It can't be difficult to provide.  It would avoid the issues with support as you describe in your previous post.

    I'm glad an SDK is offered.  But at the end of the day, I feel this all revolves around pushing clients to the enterprise plan.  Which doubles the price.  At which point I would rather change vendors or go with an in-house solution.

    I would prefer to not share the website.  It's easily found if looking.  Here is a short video of it functioning -

    https://drive.google.com/file/d/1XjHmdZ0KO2X15jqVKjZ3bYI2T2-PWR8A/view?usp=sharing

    Thanks,
    Rob

     

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  • Ramin Shokrizadeh
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    Thanks for sharing the video and more information. It is true that the Web SDK would require the higher plan, but the Javascript APIs are available on all plans and for the custom launcher example you provided it would be possible across all plan types.

    I am gonna contact you directly for some follow up questions/clarifications. 

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