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Product feedback: Chat script for multibrand under chat settings

Answered
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Anastasia Kachanova

Posted Aug 22, 2022

Hi,

We noticed that if we have multi brand setup in Zendesk instance, chat script under Chat settings -> Widget appears only once and shows 1 widget script of default brand only.

At the same time under Support Admin Settings - > Widget->Brand - chat script differs per brand.

Today this cause us an issue upon moving to Zendesk Chat, as we copied the script from Chat Settings -> Widget and not from Support Admin Settings - > Widget -> Brand.

We think that it's vital to have Chat Script either removed from Chat Settings -> Widget and instead to add link to Support Admin Settings -> Widget->per brand OR to have on this page added all widget scripts per brand.

Thanks,

Anastasia

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1 comment

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    Newest
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      Ramin Shokrizadeh

      Hi Anastasia,

      Thanks for your feedback. Chat actually never fully supported Multi-brand via the Web Widget, each brand of the Web Widget is still tied to the same Chat account and Chat widget settings like pre-chat form/security settings/etc. 

      Here is the article that explains some of the workarounds you need to do with Multi-brand and Chat: https://support.zendesk.com/hc/en-us/articles/4408882759066-Multibrand-Setup-Part-2-Zendesk-Chat-Support-Integration-Phase-3-

      With Messaging, there will be better multi-brand integration and support beyond what the current Chat experience currently supports.

      Hope that helps and sorry again for the confusion with the widget scripts,

      Ramin

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