Chat/Messaging

I'm having a hard time understanding the difference between these 3 despite having read multiple KB articles on the subject web widget (classic) messaging chat Also, why is a web widget (classic) called classic? Is there a successor?  It would be great if someone could give me a bit of history here and a one-liner on each solution. Thanks! 

For myself and most people I've spoken with, the chat widget appears immediately or within a few seconds of loading our webpage. However, one of my coworkers reports that she has to hover over the bottom right corner before the widget will show. The Zendesk support team asked me to have her update her browser (Chrome) and disable any extensions. She did update Chrome, and it's still not working. She's not interested in further troubleshooting with me on it, but I believe there might be a bug and I'm just posting the topic so that if others are seeing the same thing, they can chime in and possibly identify the cause. 

Hello, I have an urgent question, I hope you can help me solve it; I have 2 whatsapp numbers that we want to use for 2 different agents, one number we want to use for Customer Service and the other number for Human Resources; Is there any way that if a message arrives at the CS number, it can be channeled to the agent in charge of CS and/or if a message arrives at the HR agent's number, the HR agent can attend to it? I appreciate your reading in the post and as well as your support in solving my problem.................................. Hola, tengo una duda urgente, espero puedan ayudarme a resolverlo; tengo 2 numeros de whatsapp que los queremos usar para 2 agentes distintos, un numero lo queremos usar para Servicio a Clientes y el otro numero para Recursos Humanos; ¿hay alguna manera de que si un mensaje que llega al numero de CS este pueda ser canalizado al agente encargado de CS y/o si llega un mensaje al numero del agente de HR lo pueda atender el agente de HR? Agradezco su lectur

When I try to open page with web widget on localhost it stays invisible. I can see iframe with right code <iframe title="Opens a widget where you can find more information" id="launcher" and the page has full API, for example I can call zE('webWidget', 'open'); but it doesn't have any effect or error. Outside localhost everything works fine

Hi, Would there be a way by any chance to use to Chat widget to prompt surveys to gather feedback about the page they are in? We have an early stage platform and would love to be able to automatically prompt small feedback forms when they land on some of the pages. Is there any app or way to build this? I would really be happy with something as simple as a feedback textbox alone, I don't even need users to rate the page, or give thumbs up/down. It's just to feed straight back to the product team.

Hello I have an error for the integration between the Zendesk  account and WhatsApp It says to me that my number is registered in an existing account The question is, does it mean the Zendesk account and where do I disconnect from it in order to connect?   thank you

Hello,   we are testing Zendek Chat. But how can i switch off, that the customer gets the conversation also per E-Mail? I would like to have only chat and if i want to (when it make sense) then also per e-mal.   Regards   Judith

We had a running web-widget in our trial period. After upgrading the account to a payed one, the web-widget stopped working (no changes made).   Web Widget had been added via Embed Code, configured to not show a standard bubble, but be opened via the "zE("messenger", "open");" call. This call, as well as "zE("messenger:on", "unreadMessages",...)" both fail with the error message "Check out the Developer API docs to make sure you're implementing it correctly, https://developer.zendesk.com/embeddables/docs/widget/introduction" taking this and the following documentation into account https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/web/sdk_api_reference/ it is setup like explained.

Hello, I was asked to post here by your CS Team for a workaround on the Offline Messages generating both an internal & a public comment in ZD.  Issue: Whenever an end user leaves an offline message in the chat widget. It generates an internal comment + a public comment in a ZD ticket. Because of this, our update user of new comment trigger is firing, but it only contains their last message. Here's an example:How it appears inside our ZD inbox. Both internal and public comments are generated at the same time This fires the comment update trigger at the same moment, however the end user only receives copy of their message and not our answer which confuses them. This is what the end user receives:Any insights or workaround will be appreciated. 

i didn't find a way to how i can activate live chat widget on our website? can someone recommend me exact solution. we are on $59 package.

Is there any possibility to let the Get in Touch show under specific circumstances? For example, after the customer replied 'Agent, Person, etc.' or after the customer have asked the answer bot two questions and haven't closed the chat yet.

Our Plan is suite growth and I have been trying to get a report on the type of requests we get on WhatsApp.The best way I thought to do this was to create a view and then download it as CSV.However,50% of WhatsApp requests are reopened. One ticket can have a whole thread(re opens) and it may have been created on another month and is still 'open' months later but with different issues. I will not get a clear picture of the kind of requests received for a particular period including reopens because the condition in views only has 'created at'. How else can I go around this? I want to get the kind of requests for  whatsApp tickets created and opened for a particular period.

When an end-user is on our Help Center and submitting a support request via the web form or widget, I'd like the web form to enable end-users to perform specific self-service actions, such as requesting a refund similar to what Doordash built if their order is missing an item. For example: An end-user would like a refund, and they choose the refund option from one of the ticket fields. The web form or widget will make an API call to the customer's account in Stripe and pull their most recent payments. The end-user will select which payment they'd like to refund. An API call is sent to our backend, where we have a set of conditions that a refund will be processed, such as the amount, if a refund has been requested in the past, and specific account usage information (e.g., the last activity date). If the API response is "true," then an API call is sent to Stripe to process the refund. Stripe will send a response with a status of "succeeded." A message is displayed to the end-user that t

Need to type some info to be displayed in tickets for data sync.

I am trying to set up a chat in a bilingual country but the only option is by location. So it is the same location, all comes in in English. Do I need different brands, how do I do that?

Hello! I'd like to know if it is possible to create a dashboard that shows how many tickets an agent did not accept. Important: the routing is set by "Assigned" as on the image below:   So for example I'm a customer, and I start a chat. There are two agents online for example, and my chat show to the first agent to accept but since he doesn't accept, it goes to the second agent and the seconde one accepts it, I want to know how many times the agent 1 did that (didn't accept the chat)    

Is there any way for me to be notified and personalized if someone receives a chat?I'm fully aware that we can set up a pop-up notification if we personally receive a chat via ZD, I wonder if I can set up a notification as well if one of my agents received a chat I will also be notified in real-time? Will that be possible?

Good morning. We are seeing a number of instances where customers are returning to existing messaging conversations outside of our business hours and they are not recieveing any message to say that our office is currently closed. I have checked Flow Builder and everything is setup correctly, the appropriate Schedule is also in place. This is causing understandable frustration for customers who expect a reply. Example below, you will see no further message was sent after the customers message. This message was sent on a day we are closed and would not reopen for 24 hours.  Does anyone know how to rectify this. 

Hello Team, Is this something we can do in Chat Widget? We want to provide pretty much an update to our customer via Live Chat widget prior to engaging in a chat?See below sample:If this is something possible, then I want to know how can we do it?Thank you! 

Hello team,  I have requirement to update original message of live chat before it send to visitor/agent. i have used below API but not able to update chat it show me its mutable field. https://developer.zendesk.com/api-reference/live-chat/chat-api/chats/#update-chat  Can any one have a idea how to change/modify/append texts to original chat message.  

Hello I have two brands and only one agent.   Is was wondering if there was a way to appear as Agent-A on Store-Aand Agent-B on Store-B (At the same time without additional work) - That way if I have two competing websites in the same industry I'd be able to appear as independent of eachother. Thanks!

I would like to add a button on a website that pops up a chat. So the chat should not be available directly on the website, but only when you click on the button.  Hiding an open widget already works - see on this website by clicking on the black button at the top. Now it should work the other way round :-) Current script in the footer:<script id="ze-snippet" src="https://static.zdassets.com/ekr/snippet.js?key=b2997f62-e949-4f26-9b52-af16c7eec744"> </script>And as a button:<button onclick="zE('webWidget', 'hide')">Hide Web Widget</button>Can anyone help me? :-)    

shall i use this libraryhttps://github.com/zendesk/zendesk_api_client_php is this official? If the answer is yes. i want to know how to handle the reply message from agent and display it in the custom ui. because it is not there.  Right now i am using this code for chat feature:<!-- Start of herringinfotech Zendesk Widget script --><script id="ze-snippet" src="https://static.zdassets.com/ekr/snippet.js?key=bc50e950-cfac-41a8-85e4-4ba1aedcb901"> </script><!-- End of herringinfotech Zendesk Widget script -->This code provides zendesk's ui for chat dialog i dont want zendesk's chat dialog . i am having my own design for chat dialog. i want to use that design along with zendesk in backend. Please help me. how to achieve this...   Thanks

I get following errors when integrating Ngx Zendesk WebWidget into an existing Angular 11 app:Error: ./node_modules/ngx-zendesk-webwidget/fesm2015/ngx-zendesk-webwidget.mjs 108:33-55Can't import the named export 'ɵɵngDeclareNgModule' from non EcmaScript module (only default export is available)I tried Angular 12 and I managed to integrate the widget successfully, however our current app is using Angular 11 and the errors persist.So far, I've tried reinstalling widget package, deleting package/yarn-lock.json as per SO suggestion, updating Babel package, updating webpack package, updating webpack config, changing angular builders using built in devkit, running npm update, downgrading of some packages, it throws the same errors.Has anyone ran into this issue?Kind regards

We would like to see if the web widget can just link directly to the help center when the icon is clicked on our website. Is that possible?