Preparing for the move from Chat widget to live chat in Web Widget (Classic)

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If you are using both the Chat widget and Web Widget (Classic) on your help center or website, you may need to manually update some Chat and Support settings to ensure the widget appears and functions as intended.

This article walks you through the updates you should make beforeZendesk begins moving Chat functionality for all users to live chat in Web Widget (Classic).

The steps you need to perform differ, depending on whether your widgets are implemented on a help center or website. Use the links below to view the steps that are relevant to your implementation.

After you make these changes, your Chat functionality and the appearance of your widget may change slightly. For information on these changes, see聊天和即时聊天功能差异:遗产Web Widget (Classic).

Updating your help center implementation

If you have the Legacy Chat widget and Web Widget (Classic) installed on your Zendesk help center, you’ll need to perform the following steps to prepare for the live chat in Web Widget (Classic) experience:

Disabling Legacy Chat in Guide

If you are displaying the Legacy Chat widget on your help center, you need to remove Legacy Chat functionality from your help center. To do this, you need to disable the Chat widget in your Guide settings.

To disable Legacy Chat in your Guide settings

In Guide, click theSettingsicon () in the sidebar.
Scroll down toIntegrations, and locate theChatentry.
Clear theChatcheck box.
Scroll to the top of the Settings page and clickUpdate.

Next, you’ll need to take a few steps in Zendesk Support.

Enabling and configuring Web Widget (Classic) in Zendesk Support

To make sure the Web Widget (Classic) is displayed in your help center, you need to enable that functionality in Zendesk Support, then enable the live chat in the Web Widget (Classic).

To enable Web Widget (Classic) in your help center

InAdmin Center, click theChannelsicon () in the sidebar, then selectClassic > Web Widget.
Click theSetuptab, if it is not already selected.
Click theAdd to Help Centertoggle.
This adds Web Widget (Classic) to the help center headerdocument_head.hbs, and displays the widget on every page of your help center.

To enable the live chat in Web Widget (Classic)

InAdmin Center, click theChannelsicon () in the sidebar, then selectClassic > Web Widget.
Click theCustomizationtab, if it is not already selected.
Click theIntegrated Chat Experiencetoggle.

Making Web Widget (Classic) Chat-only (optional)

If you want Web Widget (Classic) to show only Chat functions, you will need to add thesuppressJavascript API to below your widget snippet.

To add the Suppress API to your website

On each page where you’ve enabled Web Widget (Classic), find the Web Widget snippet.

Add the following code below the snippet:

Updating your website implementation

If you have both the Chat widget and Web Widget (Classic) installed on your website, you’ll need to perform the following steps to prepare for live chat in Web Widget (Classic):

Enabling live chat in the Web Widget (Classic)

To display the live chat in Web Widget (Classic), you need to enable it in Zendesk Support.

To enable the live chat in Web Widget (Classic)

InAdmin Center, click theChannelsicon () in the sidebar, then selectClassic > Web Widget.
Click theCustomizationtab, if it is not already selected.
Click theChattoggle to enable Chat functionality in Web Widget (Classic).
Click theIntegrated Chat Experiencetoggle.

Removing the Chat snippet from your website

确保你的网站代码没有加载unnecessary assets, you should remove the Chat snippet (also called the embed script).

Note:You should already have theWeb Widget snippet added to your website codebefore removing the Chat snippet.

To remove the Chat snippet from your website code

In the source code of each web page displaying the Chat widget, locate the embed script. It should look something like this:
```
  
```
Some older versions of Chat may have snippets that are fairly different than the example above. If you have Chat embedded in your website but cannot find the snippet above, try one of the following:
- Search your code forand. The snippet is everything between these two lines.
- Search your code for references tozopim. Older snippets will contain multiple references.
Delete the embed script.
Saveandpublishthe page.

Replacing the Zendesk Chat for Wordpress or Shopify plugins

If you are using the Zendesk Chat plugins for Wordpress or Shopify, you’ll need to replace them with the Zendesk Support versions.

For information on using the Zendesk Support for Wordpress plugin, seeWordpress: Setting up and using the Zendesk Support for Wordpress plugin.

For information on using the Zendesk Support for Shopify plugin, seeSetting up the Shopify integration for Support and Chat.