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

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Turn on messaging to convert Web Widget (Classic) to the messaging Web Widget, keep the same widget snippet, and migrate many existing settings like position, theme color, and button text. You can add AI agents, improve conversation history in Agent Workspace, and update live chat setup with agent groups, triggers, and chat limits. Some call options and JavaScript API code may change.</p>
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<div class="body">
<div class="note attention">
<span class="attentiontitle"></span> This article is for customers using live chat and Web Widget (Classic) who
want to move to messaging and the Web Widget. <p class="p">If you never used live chat, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409103246874" target="_blank">Creating a messaging Web Widget</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828655514" target="_blank">Creating a messaging Web Widget in accounts prior to
November 2021</a>, depending on when your account was
created.</p>
</div>
<p class="p">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.</p>
<p class="p">This article includes the following sections:</p>
<ul class="ul" id="topic_sys_m5d_gnb__ul_cnq_ssm_jnb">
<li class="li"><a class="xref" href="#topic_lqs_rnc_gnb">Activating messaging and the messaging
Web Widget</a></li>
<li class="li"><a class="xref" href="#topic_nbq_ftm_jnb">Understanding how activating messaging
changes your account</a></li>
<li class="li"><a class="xref" href="#id_jnl_xtm_gnb">Understanding how Web Widget (Classic)
settings convert to the Web Widget</a></li>
<li class="li"><a class="xref" href="#topic_tgg_5xj_knb">Updating live chat settings after
activating messaging</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_lqs_rnc_gnb">
<h2 class="title topictitle2" id="ariaid-title2">Activating messaging and the messaging Web Widget</h2>
<div class="body">
<p class="p">After you confirm that you
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846454682#topic_dk3_rnc_gnb" target="_blank">meet the requirements for
using messaging</a>
, you can activate it in your
account.</p>
<div class="note note">
<span class="notetitle">Note:</span> When you turn on messaging for your account, Zendesk automatically creates a Talk digital
line for each brand. These lines are named <em class="ph i">&lt;Brand&gt; digital line</em>, even if you
haven't created a digital line yourself.</div>
<p class="p"><strong class="ph b">To activate messaging in your account</strong></p>
<div class="p">
<ol class="ol" id="topic_lqs_rnc_gnb__ol_s2b_qqd_gnb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_lqs_rnc_gnb__d8e905" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt;
Messaging</strong>.</span></li>
<li class="li">Click
<strong class="ph b">Manage settings</strong>.</li>
<li class="li">On the Manage settings page, click
<strong class="ph b">Turn on messaging for your
account</strong>.
<p class="p">If you see an onboarding page, you need to click
<strong class="ph b">Get
started</strong>
before you can activate messaging.</p>
</li>
<li class="li">Select
<strong class="ph b">Turn on messaging for Web Widget (Classic)</strong>
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.
<p class="p">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
<a class="xref" href="#id_jnl_xtm_gnb">Understanding how Web Widget (Classic) settings convert to the Web Widget</a>.</p>
</li>
<li class="li">Click <strong class="ph b">Save Settings</strong>. <p class="p">After you activate messaging, it appears in your Channels list
with <strong class="ph b">Web Widget</strong> listed as an active channel.
Activating messaging updates your account in a number of
significant ways. See <a class="xref" href="#topic_nbq_ftm_jnb">How
activating messaging changes your account</a>
.</p>
<p class="p"><img class="image img-screenshot" id="topic_lqs_rnc_gnb__image_azt_1lf_gnb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/messaging_page_webSDK_active.png" width="600"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_nbq_ftm_jnb">
<h2 class="title topictitle2" id="ariaid-title3">Understanding how activating messaging changes your account</h2>
<div class="body">
<p class="p" dir="ltr">When messaging is activated in your account, a number of changes
occur that impact functionality in the following areas:</p>
<ul class="ul" id="topic_nbq_ftm_jnb__ul_udm_jtm_jnb">
<li class="li"><a class="xref" href="#topic_rpb_3tm_jnb">Web Widget
(Classic)</a></li>
<li class="li"><a class="xref" href="#topic_p4m_hjb_k4b">Android, iOS, and Unity
SDKs</a></li>
<li class="li"><a class="xref" href="#topic_wpg_3tm_jnb">AI agents</a></li>
<li class="li"><a class="xref" href="#topic_cyq_3tm_jnb">Agent Workspace</a></li>
<li class="li"><a class="xref" href="#topic_b2y_3tm_jnb">Chat</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_rpb_3tm_jnb">
<h3 class="title topictitle3" id="ariaid-title4">Web Widget (Classic)</h3>
<div class="body">
<p class="p">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.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_p4m_hjb_k4b">
<h3 class="title topictitle3" id="ariaid-title5">Android, iOS, and Unity SDKs</h3>
<div class="body">
<p class="p">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.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_wpg_3tm_jnb">
<h3 class="title topictitle3" id="ariaid-title6"> AI agents</h3>
<div class="body">
<p class="p">When messaging is activated, more automation tools and options are available to you. You can use
an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690" target="_blank">AI agent</a>, 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.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824263578" target="_blank">Creating an AI agent for your web and mobile

messaging channels</a> for more information.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_cyq_3tm_jnb">
<h3 class="title topictitle3" id="ariaid-title7">Agent Workspace</h3>
<div class="body">
<p class="p">Agent Workspace gains some additional functionality as well, including enhanced
conversation history and responding to messaging conversations at any time. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821905434" target="_blank">Agent Workspace for messaging</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_b2y_3tm_jnb">
<h3 class="title topictitle3" id="ariaid-title8">Live chat</h3>
<div class="body">
<p class="p">When you activate messaging, there are a number live chat-related
changes that apply to both agents and administrators.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834919834" target="_blank">How activating messaging impacts Chat settings
and capabilities</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="id_jnl_xtm_gnb">
<h2 class="title topictitle2" id="ariaid-title9">Understanding how Web Widget (Classic) settings convert to the Web Widget</h2>
<div class="body">
<p class="p">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:</p>
<div class="p">
<ul class="ul" id="id_jnl_xtm_gnb__ul_eps_sp4_jnb">
<li class="li">
<strong class="ph b">Widget position</strong>: The widget and launcher will appear
wherever you've placed it on your help center or web page.</li>
<li class="li">
<strong class="ph b">Theme color</strong>: The color setting for the launcher, contact
button, and header are applied to the Web Widget frame.</li>
<li class="li">
<strong class="ph b">Web Widget button text</strong>: During migration, this becomes the
launcher text. As in Web Widget (Classic), it is the text that appears in
the launcher button.</li>
<li class="li">
<strong class="ph b">Web Widget snippet</strong>: 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.</li>
<li class="li">
<strong class="ph b">Help center activation</strong>: 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.</li>
</ul>
</div>
<p class="p">Some Web Widget (Classic) functionality is not available in the
messaging Web Widget:</p>
<div class="p">
<ul class="ul" id="id_jnl_xtm_gnb__ul_g4w_wp4_jnb">
<li class="li">
<strong class="ph b">Call options are not available</strong>. You can still receive calls through the Agent
Workspace.</li>
<li class="li">
<strong class="ph b">Existing Javascript API code may not be supported</strong>. 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.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_tgg_5xj_knb">
<h2 class="title topictitle2" id="ariaid-title10">Updating live chat settings after activating messaging</h2>
<div class="body">
<p class="p">After activating messaging, a Chat admin needs to perform the following tasks:</p>
<div class="p">
<ol class="ol" id="topic_tgg_5xj_knb__ol_zx3_5xj_knb">
<li class="li">Organize your agents into groups.
<p class="p">For example, you can create a
group of agents who handle specific channels, such as messaging. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894175130#topic_wyj_dse_bc" target="_blank">Adding agents to
groups</a>.</p>
</li>
<li class="li">Set up
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834919834#topic_wrf_5km_jnb" target="_blank">Support triggers to route messaging
conversations</a>to these groups.</li>
<li class="li">Configure
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5020833543450#topic_dlr_wt1_q5" target="_blank">Chat limits</a>
on the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408830603674" target="_blank">Chat dashboard</a>
to control how many
active messaging conversations your agents receive.</li>
<li class="li">Educate agents on the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821905434" target="_blank">agent experience</a>.</li>
</ol>
</div>
</div>
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