Placing the widget on multiple brands

Each brand has its own widget with its own script. Putting the wrong one on a site misroutes everything quietly.

Each brand has its own widget with its own script. Putting the wrong one on a site misroutes everything quietly.

Set one up per brand

1. Open the messaging channel settings in Admin Center.
2. Add a Web Widget for the brand.
3. Configure its appearance separately.
4. Copy that brand's script.
5. Put it on that brand's site only.

The mistake to avoid

Copying the script from the first brand onto the second brand's site. Everything appears to work: the widget shows, conversations arrive, agents answer. They simply arrive under the wrong brand, so routing, service levels and reporting are all wrong.

Nobody notices for weeks, because nothing is broken.

Check after installing

Start a conversation from each site and look at the ticket's brand. Thirty seconds per brand, and it is the only reliable check.

Where one site serves several brands

Trickier. The widget is chosen when the script loads, so a page serving several brands needs logic to load the right one. That is website work rather than Zendesk configuration, and it is worth confirming it is genuinely needed before building it.

Keep the appearance distinct

Each brand's widget should look like that brand. Sharing colours because it is quicker is a small thing that makes both sites feel less finished.

See also

• What multiple brands solve and when to use them
• Changing the widget's name and appearance
• Business rules for multiple brands