From https://api.zopim.com/web-sdk/#introduction ,

As of September 22nd 2021, Chat Web SDK will be in maintenance mode and will not be receiving new features going forward. Bug and security fixes will continue when required.

If you are looking to build a new custom widget or bot integration, we recommend you look at using the Zendesk Sunshine Conversations offerings.

We are not interested in using the Sunshine conversations and planning to use the Chat Web SDK. However, it says there that it will be in maintenance mode.

The reason we still want to use the Chat Web SDK is that we can set the JWT containing the end user information like this

zChat.init({

account_key: zendeskAccountKey,

authentication: {

jwt_fn: function (callback) {

callback("our jwt")

}

}

})

And this feature is very useful in reflecting the user information on the agent side.

Will this SDK soon be unsupported by Zendesk? Will this SDK soon break our live agent chat feature? If so, how else can we customise our own UI from the visitor side?