Announcing behavioral customization APIs for Web Widget

Announced on | Rollout starts | Rollout ends
June 11, 2026 | June 11, 2026 | June 11, 2026

We are excited to announce that customers can now have more control over conversations and messages.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Messaging Web Widget now includes behavioral customization APIs that let customers programmatically control conversation flow and message handling.

These APIs support use cases like:

Creating and fetching conversations programmatically

Sending messages into existing conversations

Navigating to a specific conversation in multi-conversation mode, as well as changing the default messaging screen to the active conversation or conversation list

Intercepting messages before they are sent or displayed

For other cases and more details, see Behavioral customization APIs in our developer documentation.

Why is Zendesk making this change?

We’re adding these APIs to help teams build more flexible, personalized, and context-aware support experiences.

What do I need to do?

If you use the Zendesk Messaging Web Widget, review the new APIs and decide whether they fit your implementation.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.