Comparing the Zendesk Web Widgets

The messaging Web Widget lets you embed messaging functionality in your website, help center, or
mobile app. It replaces the legacy Web Widget (Classic). Web Widget (Classic) is only
available on Zendesk accounts created before June 5, 2023.


Note:
Alternatively, you can use the Sunshine Conversations to embed a Web Messenger in your
website. See
Sunshine Conversation Channels: Web Messenger.


This article includes the following topics:

About the widgets
Determining the widget you want
Determining the widget you have
Capabilities comparison table



About the widgets


Each widget lets you provide multiple support options to your
customers. However, there are a number of differences in functionality and benefits between the two.

The biggest difference is that Web Widget gives you access to
Zendesk’s messaging functionality, and Web Widget (Classic) does not.
See the
Capabilities comparison
tablefor a list of functionality differences.



Web Widget

Web Widget offers the following support avenues when embedded in your
website, help center, or mobile app, including both real-time conversations and
self-service options available at all times, regardless of agent availability:


Live agent
interactions
to address support issues that can't be
resolved automatically.

Help center articles that can point customers to self-solve their issues.

Personalized quick-reply
options
so customers can respond to questions with a
single click.

Support ticket creation
to connect the problem-solving path to the conversation.

Persistent
conversations
so both agents and customers can view past
interactions for greater insight into their ongoing support
relationships.

Email notifications
to
let customers know when an agent has responded, untying them from their
devices while waiting for assistance.

Social channel
integration
so customers can switch from messaging to
your available social channels, and back again, during the same
conversation.

Automatic conversation
translation
to communicate effectively across
language barriers.


Web Widget also gives admins and agents
access to the following features and functionality:


Customizable widget frame and
launcher
so you can choose colors, text, and logos to
design the look and feel for your widget.

A fully functional default messaging
response
to greet customers and gather contact
information.

An AI agent to respond to any customer
queries you anticipate.

Integration with Agent
Workspace so agents can step in and answer a message at
just the right time with all the relevant information they need to help a
customer.

Operating hours
to create
separate responses for online and offline hours.




Web Widget (Classic)

Web Widget (Classic) is Zendesk’s longstanding channel for providing
multiple ways to deliver support and communicate to customers. It doesn’t allow
you to embed messaging functionality, but similar capabilities can be provided
to your users with standard Zendesk products.
If you created your account prior to November 2, 2021, you have access
to Web Widget (Classic) by default, and need to opt-in to messaging to use the
messaging Web Widget. If you currently have the messaging widget, you need to
disable messaging to use Web Widget (Classic).
Web Widget (Classic) includes the following support options when
embedded in your website, help center, or mobile app:



Article
recommendations, including restricted article access for
authenticated users.

Live chat with agents
for text-based conversations.

Contact number and callback
requests
for those who prefer phone conversations.

Customized contact
forms
to create Support tickets they can follow through
the solution process.






Determining the widget you want

Choosing between the Web Widget and Web Widget (Classic) depends on the
support functionality you want to offer your customers.
The information above can help you determine which widget is right for you.
See the following articles for more guidance:

Messaging vs. live chat: Which is
right for you?
About Zendesk channels




Determining the widget you have

You can determine which widget you
currently have access to
by
looking at your messaging settings.
To view your messaging settings

In Admin Center, click
Channels in the sidebar, then select Messaging and social >
Messaging.
Click
Manage settings.

If you see the green Enabled label, or if Enable messaging for your account
is selected, you have access to the messaging Web Widget:




Capabilities comparison table

The table below lists the capabilities available in one or both
widgets.



Table 1.







Capability
Web Widget (Messaging)
Web Widget (Classic)




Create tickets from interactions
Y
Y


Business hours
Y
Y


Custom fields in forms
Y
Y


Authentication
Y
Y


Contact forms
N (simple data capture available)
Y


Banning visitors
N
Y


Multiple brands
Y (one widget per brand)
Y (one widget per brand)


Out of office trigger
Y
Y


Adding tags from specific pages
N
Y


Advanced customization
N
Y (Via API)


Sandbox access
Y
Y


Request callback
N
Y


Make a call
N
Y


Live conversations
N (similar functionality)
Y


Proactive chat
N
Y


[Messaging/live chat] Automatic text
translation
Y
Y


CSAT for conversations
Y
Y


Conversation persistence
Y
N


Skills-based routing
N
Y


AI agent
Y
Y (limited functionality)


Multiple users in conversation
Multi-agent only
Multi users (agent or end user)


Social messaging channel switching
Y
N


Continuous conversations
Y
N


Autoreplies with articles/Article recommendations
Y
Y


Autoreplies/Article suggestions
Y
N


Contextual help/search
N

Y



Access to restricted help center content
N (coming soon)
Y


Reporting
Y
Y


Widget customization: Automated text/conversations
Y
N


Widget customization: Appearance
Y
Y