Setting up Web Widget for messaging when using live chat and Web Widget (Classic)

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This article is for customers using live chat and Web Widget (Classic) who want to move to messaging and the Web Widget.
If you never used live chat, see Creating a messaging Web Widget or Creating a messaging Web Widget in accounts prior to November 2021, depending on when your account was created.

If you currently use live chat and Web Widget (Classic) in your account, and want to move to messaging, you need to activate messaging and convert your Web Widget (Classic) to a messaging Web Widget. You also need to make some updates to your live chat settings. You must be an admin to perform these tasks.

This article includes the following sections:

Activating messaging and the messaging Web Widget

Understanding how activating messaging changes your account

Understanding how Web Widget (Classic) settings convert to the Web Widget

Updating live chat settings after activating messaging

Activating messaging and the messaging Web Widget

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

To activate messaging in 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.

Select Turn on messaging for Web Widget (Classic) to convert your Web Widget (Classic) to a messaging Web Widget. If you support multiple brands, use the drop-down menu to select the brands where you want to activate messaging.
Any brand that was previously using Web Widget (Classic) will continue to use that widget until you convert it, so you can do this later if you need to. When converting the Web Widget (Classic) to Web Widget, most settings are automatically migrated to the new widget settings. See Understanding how Web Widget (Classic) settings convert to the Web Widget.

Click Save Settings.
After you activate messaging, it appears in your Channels list with Web Widget listed as an active channel. Activating messaging updates your account in a number of significant ways. See How activating messaging changes your account .

Understanding how activating messaging changes your account

When messaging is activated in your account, a number of changes occur that impact functionality in the following areas:

Web Widget (Classic)

Android, iOS, and Unity SDKs

AI agents

Agent Workspace

Chat

Web Widget (Classic)

Web Widget (Classic) is the original iteration of the Web Widget, configured through Zendesk Support, that allows you to offer live chat and other Zendesk features to your customers. If you have previously configured Web Widget (Classic) on your account, turning on messaging gives you the option to convert it to the messaging Web Widget on a per-brand basis, or create a messaging Web Widget for a brand that did not previously use one.

Android, iOS, and Unity SDKs

Activating messaging does not change any previously-configured or deployed SDKs you might be using for Android, iOS, or Unity. After messaging is activated, you can create new Android and iOS SDKs with messaging. These are separate SDKs from the Classic Zendesk SDKs you've been using so far, and need to be configured and deployed separately.

AI agents

When messaging is activated, more automation tools and options are available to you. You can use an AI agent, which offers more complex, automated conversations through your Web Widget or mobile messaging channels. An AI agent is the first responder to customer requests, and adds a lot of new functionality.

See Creating an AI agent for your web and mobile messaging channels for more information.

Agent Workspace

Agent Workspace gains some additional functionality as well, including enhanced conversation history and responding to messaging conversations at any time. See Agent Workspace for messaging.

Live chat

When you activate messaging, there are a number live chat-related changes that apply to both agents and administrators.

See How activating messaging impacts Chat settings and capabilities.

Understanding how Web Widget (Classic) settings convert to the Web Widget

When you convert Web Widget (Classic), you're essentially switching off the Web Widget (Classic) and migrating to the messaging Web Widget. Many of your Web Widget (Classic) configuration settings are automatically migrated to the new widget settings, including:

Widget position: The widget and launcher will appear wherever you've placed it on your help center or web page.

Theme color: The color setting for the launcher, contact button, and header are applied to the Web Widget frame.

Web Widget button text: During migration, this becomes the launcher text. As in Web Widget (Classic), it is the text that appears in the launcher button.

Web Widget snippet: The new messaging Web Widget and Web Widget (Classic) use the same snippet, so there’s no need to update it in order for messaging to work.

Help center activation: If you've activated the Web Widget (Classic) in a help center, the Web Widget replaces it. The widget and launcher will appear wherever you've placed it on your Help Center or web page.

Some Web Widget (Classic) functionality is not available in the messaging Web Widget:

Call options are not available. You can still receive calls through the Agent Workspace.

Existing Javascript API code may not be supported. We do recommend that you test any API code not documented as supported by the messaging Web Widget and let us know of any issues.

Updating live chat settings after activating messaging

After activating messaging, a Chat admin needs to perform the following tasks:

Organize your agents into groups.
For example, you can create a group of agents who handle specific channels, such as messaging. See Adding agents to groups.

Set up Support triggers to route messaging conversationsto these groups.

Configure Chat limits on the Chat dashboard to control how many active messaging conversations your agents receive.

Educate agents on the agent experience.