Setting up Web Widget for messaging in accounts prior to November 2021


This article includes the following topics:


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Summary: ◀▼
If your account was created before November 2, 2021 and you don’t use live chat, you can turn on messaging and add a Web Widget for one or more brands. As an admin, you activate messaging in your account, create the widget, choose a brand, set the color and header, and install it on your site or help center.






This article is for customers who want to use messaging
in an account that has not used live chat and was created before November 2,
2021.
If you currently use live chat, see Creating a messaging Web Widget when
using live chat and Web Widget (Classic).
If you don't use live chat and your account was created after
November 2, 2021, see Creating a messaging Web
Widget.


If you don't currently use live chat and your account was created
before November 2, 2021, to start using messaging, you need to activate messaging in
your account and create a messaging Web Widget. If you have multiple brands, you can
select one or more on which to deploy the Web Widget. You must be an admin to perform
these tasks.
This article includes the following topics:


Activating messaging in your
account
Turning on messaging for a Web
Widget


You can also activate messaging on an Android or iOS app.


Activating messaging in your account

After you confirm that you meet the requirements for
using messaging, you can activate it in your
account.

Note: When you turn on messaging for your account, Zendesk automatically creates a
Talk digital line for each brand. These lines are named <Brand> digital
line, even if you haven't created a digital line yourself.
To activate messaging on your account


In Admin Center, click
Channels in the sidebar, then select Messaging and social >
Messaging.
Click Manage settings.
On the Manage settings page, click Turn on messaging for your
account. If you see an onboarding page, you need to click Get
started before you can activate messaging.

Click Save settings. After messaging is activated, it appears in
your Channels list with Web Widget listed as an active
channel.







Turning on messaging for a Web Widget



If you’re turning on messaging for a Web Widget without
having previously used Web Widget (Classic), you’ll need to create a widget.
Because messaging is activated per-brand, you’ll need to perform these steps
for each brand that will offer messaging to your customers.


To activate messaging Web Widget

In Admin Center, click
Channels in the sidebar, then select Messaging and social >
Messaging.
Click Add Channel, then select Web Widget.
On the Add Web Widget page, configure the following sections, and
click Next when each is completed:

Set up the basics: Enter a channel name, then use the
dropdown to select a brand. Only brands without an existing Web Widget
or Web Widget (Classic) appear in the list.

Style the appearance: Enter a hexadecimal number or use
the picker to select the Primary color, which is used in the Web Widget
launcher and header. Upload an optional logo, and enter the title that
will appear in the header.

Install on your site: Choose where to install the Web
Widget. See The Installation tab for more information on adding the Web
Widget to your website or help center.


Click Finish. The Edit Web Widget page opens, where you can
configure the Web Widget or leave it as-is for now.
You can also customize the appearance of the Web
Widget.




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