Deeper Integration Between Chat + Web Widget


2 댓글

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Zac,

    Thanks for sharing your feedback on the chat integration with the Web Widget. We are actively working on a long term initiative to make the experience better and we will be addressing point #2 in the next 3 months.

    For point 1, are you picking the Web Widget experience using the Web Widget suppress JS API or using the setStatus from the Chat APIs?


  • Zac

    Hi Ramin,

    We are using setStatus from the Chat JS API. I think it would be really cool if the Zendesk Chat triggers were aware of the visiting user’s URL or other session data the instant the Chat Widget loads, so I could set the department, set account status, etc., prior to the Chat Widget even loading. That way, if the relevant department for the user is offline, I can set the account status to offline before they even attemp to load the Chat Widget.

    Along with this enhancement, it would be cool if I could take the following actions from somewhere in the Admin interface:

    -For a given user’s session / Widget experience, remove the department drop down (currently accomplished by calling departments.filter())

    -For a given user’s session, set the account status to online or offline

    I know the API is created to make the Widget more powerful, and we are able to leverage it, but it would be nice to get more of these functions into the admin UI so they are more easily configurable for users that want to build a complex multibrand / multilingual workflow without the requirement of deeply integrating Widget functionality into other elements of their online experience.



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