Announcing a new styling preset and customization APIs for the messaging Web Widget

Announced on | Rollout starts | Rollout ends
July 17, 2026 | July 17, 2026 | July 17, 2026

We are excited to announce the minimalistic preset and new customization options for the messaging Web Widget.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

We’re introducing a new minimalistic stylingPreset for the Zendesk messaging Web Widget, along with separate customization options for the conversation list and message log.

The minimalistic preset provides a more compact style and can help create a modern, ChatGPT-like experience in embedded mode. It includes:

A simplified conversation list that hides avatars, timestamps, previews, and dividers.

A streamlined message log where business and user messages can render without text bubbles.

A top-side avatar layout with a smaller avatar size.

We’re also adding customization APIs so teams can further tailor the widget experience.

Message log customization includes:

Hiding the avatar

Changing avatar size

Changing avatar position

Adjusting bubble width for business and user messages

Hiding bubble backgrounds for a cleaner, bubble-free view

Conversation list customization includes:

Hiding the avatar

Changing avatar size

Hiding timestamps

Hiding message previews

Hiding divider lines between conversations

Grouping conversations by timeframe

Why is Zendesk making this change?

We’re making it easier to adapt the widget to different product experiences and layouts. Some teams want a more compact chat UI, while others want a wider, more content-focused message log with less visual clutter.

What do I need to do?

If you use the messaging Web Widget, review the new minimalistic preset and customization options to decide whether they fit your design needs. For full details, see the documentation for the customization APIs.

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.