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Messaging Widget URL to open Chat



Posted Sep 09, 2022

Currently, we have on our site a URL hyperlink that opens our chat widget for the customer. We are in the process of going from Chat to Messaging and would like to maintain this functionality but have learned that it is impossible to accomplish this with the New messaging widget. Sepecifically, we would like a URL link that opens the chat (as opposed to just opening a new webpage with the messaging widget still minimized). Please, in order to make messaging better than Chat this feature must be implemented.


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5 comments

I am in need of this exact feature aswell.

 

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Harper Dane

Zendesk Luminary

This would be really helpful for us as well. We're encouraging customers to utilize Messaging over other channels as much as possible; a URL for this purpose would be a really nice little feature. 

Currently, we have to write on our Contact Us page, "look for the chat bubble icon in the bottom right" — if we had a URL, we could change this to a button link that simply says "Chat with us" and unfurls the web widget on click.

Easier for the customer almost always means better. :) 

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Anastasiya Kastsiushkina

Zendesk Product Manager

Hello everyone! 

Thank you for your patience and for sharing your invaluable feedback. 

We fully understand your request. However, due to the security concerns, we decided not to move this functionality from Classic to Messaging (eg. such a link can be taken by a third party which may result in spam, etc.). That said, you can still implement it by linking to a blank page on the website with the Web Widget embedded within it and opening it in a new window. 

Thank you for your understanding and your partnership with Zendesk.

Best Wishes,
Anastasiya

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Need this as well. Surely there is a way to overcome the security concerns.

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This is a business demand on our side as well, as we want to be able to embed the messaging web widget as a link, which will activate it. Currently, this is not possible even with the custom launcher, as the widget appears as a button, and what we want to accomplish is to have it with a link.

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