Plan requirement
| Subscription | Any plan |
| Access | Admin |
Two widgets share a name. Knowing which you have explains why half the instructions you find do not match.
The two
- Web Widget (Classic) is the older one. It works with live chat, and it has its own settings and its own API.
- The Web Widget for messaging is the current one. Persistent conversations, social channels, AI agents.
They are separate products that happen to be named similarly, which is the source of most of the confusion.
How to tell which you have
The clearest signal is behaviour: if a conversation disappears when the visitor reloads the page, that is Classic with live chat. If it is still there, that is messaging.
In Admin Center, the messaging channel settings only show a widget if you are on messaging.
Why it matters when reading instructions
Documentation, forum answers and code examples for Classic do not apply to messaging, and the reverse. An article explaining how to customise the widget with an API is almost certainly about Classic, and following it produces nothing.
Check which product an instruction is for before spending time on it.
Classic is legacy
Still supported, not developed. New features arrive in messaging. If you are on Classic and building something new, that is worth knowing before you invest in it.
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