Unhide/hide messaging widget

Planned

18 Comments

  • Akhila

    I have the same issue. Did any one have any solution for this? 

    2
  • Miranda Burford
    Zendesk Product Manager

    Hi 30MHz, Akhila,

    Thanks for your question!

    We currently have open & close APIs which are supported in messaging.  Early in 2022, we plan to bring in support for an Admin setting which will allow you to hide the Web Widget launcher from display.  With these two capabilities in place, you will be able to decide when/which pages you display the Web Widget to your end users. 

    Today, you can only load the snippet on the pages that you wish it to display but we understand that this may not be ideal.

    Thanks,

    - Miranda.

    0
  • Quân Vũ Thế

    Now i have the same issue. Until when will this be supported?

    0
  • Miranda Burford
    Zendesk Product Manager

    H Quân Vũ Thế,

    Thank you for your question. 

    >>Now i have the same issue. Until when will this be supported?

    This is something we have on our roadmap but unfortunately, I am able to provide an exact timeline at this stage.  

    - Miranda.

    0
  • 30MHz

    Hi Miranda Burford,

    Do you have any news on the unhide/hide option for messaging widget? First quarter of 2022 is passed, and I am wondering if we can finally use this widget. (can only use it with the hide/unhide option right?) As for our classic widget, we do have the option to unhide/hide our widget, while with this one we are not. 

    Thanks

    0
  • Miranda Burford
    Zendesk Product Manager

    Hi 30MHz,

    Thanks for reaching out.

    We currently have open & close APIs which are supported in messaging.  We still have plans to create an Admin setting which will allow you to hide the Web Widget launcher from display but this has now been pushed until the second half of the year.  With these two capabilities in place, you will be able to decide when/which pages you display the Web Widget to your end users.

    Apologies for the delay on this one.  We plan to tackle it soon!

    - Miranda.

    0
  • 30MHz

    Hi Miranda Burford

    Thank you for your reply.

    I suspect that with the open & close API, the whole widget opens up when enabling this in the API? And so does not mean that it actually hides the button on certain pages? I do not really need it as an admin to adjust this without a developer. I understand that is ideal, but for now, we just need the unhide/hide/display/notdisplay API option for the social messaging widget. 

    Is there a different option to use the Flow builder? This is really slowing us down... 

     

     

    1
  • Miranda Burford
    Zendesk Product Manager

    Hi 30MHz,

    Apologies for the short delay in my reply.

    I suspect that with the open & close API, the whole widget opens up when enabling this in the API? And so does not mean that it actually hides the button on certain pages?

    That's correct but....

    I do not really need it as an admin to adjust this without a developer. I understand that is ideal, but for now, we just need the unhide/hide/display/notdisplay API option for the social messaging widget. 

    I have some good news.  The Admin control to hide the widget launcher will be released within the next 2-3 weeks so it isn't very far away!

    - Miranda.

    0
  • 30MHz

    Hi Miranda Burford

    That is amazing! 2-3 weeks with hide/unhide in API right? (or in the admin control) At least we will be able to unshow the widget in certain places. I hope that it works for us! And otherwise, can we adjust it in the API? 

    You are making my day today. 

    - Natasha 

    0
  • Miranda Burford
    Zendesk Product Manager

    Hi 30MHz,

    Great.  I'm glad!  2-3 weeks is for the Admin control to hide the widget launcher from view.  You'll be able to make use of the that along with the existing open & show APIs to decide when to trigger the widget and from where.

    Stay tuned!

    - Miranda.

    0
  • Pedro Luís

    Looking forward to this improvement.

    This is the only thing that has stopped me from enabling Flow Builder.

    3 weeks from now I will charge you here!

    1
  • 이지훈

    We are considering some kind of  'jump' from chat widgets (classic) to messaging.

    However, when I tested a few things about "messaging", I found that a great feature in the chat widget no longer exist.
    We consider the our chat channel is not the flagship channel yet. So, it is inconvenient for customers to have the chat launcher (even customers can't chat...) floating all day. 
    I want the chat launcher to float (in the help center) only during working hours. That way we won't be disappointed when our customers click on our chat launcher during non-business hours.

    And further, Is it possible to make the chat launcher hide even when all agents are offline? Likewise, the chat launcher should hide when the customer can't chat. 

    0
  • Nathaniel Ray

    Hi Miranda Burford, is this still on track to be released this week? 

    0
  • Miranda Burford
    Zendesk Product Manager

    Hi Nathaniel Ray, Pedro Luís + others who may be interested,

    We are excited to announce that the Web Widget now supports custom launchers within the messaging experience.  Customers can choose the ‘No launcher’ option from within Admin Center.  From there, they can decide where the Web Widget is triggered from on their website (whether that be from an image or navigational item) and implement our simple APIs to open (& close) the widget (plus show any unread message notifications), as needed.

    - Miranda.

     

    3
  • Pedro Cassian

    Hello Miranda Burford!

    I would like the chat to not show up after business hours, but I'm not sure if the open/close API or the custom launchers functions you mention will allow me to do that

    Thanks in advance :) 

     

    0
  • Hiedi Kysther

    Hi Pedro Cassian,

    Open/Close API is a bit different in hiding your Chat widget after business hours. By default, the chat widget will disappear when your agents log off. Your customers will only get offline/contact form instead. But, if you would like to completely hide the widget after your business hours ended, you can use hideWhenOffline API: https://developer.zendesk.com/api-reference/widget/settings/#hidewhenoffline

    1
  • Pedro Cassian

    Thanks Hiedi Kysther!

    just to clarify, is this for both "chat" and "messaging" or just "chat", I'm actively trying to accomplish this for the "messaging" widget, but this API seems to be for the web widget classic which I believe is for the older chat widget

    I believe the new messaging widget does not hide when agents are offline

    0
  • Hiedi Kysther

    Hi Pedro Cassian,

    Thanks for the clarification! You are correct, the reference I gave above is for Chat widget only. If you are using Messaging widget, I'm afraid hiding the widget is not yet available. But, I can confirm that this should be available soon and part of our roadmap already. 

    The Open/Close API mentioned by my colleague Miranda, is for choosing which page in your website would you like the widget to show. It's not exactly the same with the hideWidget API sadly. 


    1

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