Plan requirement
| Subscription | Suite Team or higher |
| Access | Admin |
A button Zendesk generates for you, taking a visitor straight into WhatsApp or Facebook Messenger. Small, and it lifts usage noticeably.
What it does
Zendesk builds the button and hands you a code snippet. A visitor clicks it and lands in a conversation with your channel, which removes the step where somebody has to copy a number and find it in their contacts. That step is where most people give up.
It works for WhatsApp and for Facebook Messenger, so a site running both can offer both.
Add it
- Open Admin Center, then Channels, then Messaging and social > Messaging.
- Open your social channel's edit page and go to the Message Us button tab.
- Set how it looks: colour, dark grey or white; size, compact or regular; corner radius from 0 to 20; width up to 400 pixels; and the label.
- Copy the code snippet and paste it into the HTML of every page that should carry the button, before the closing tag.
- Test it on a phone and on a desktop before you rely on it, because the two do not behave the same.
For the help centre it goes in the theme
In Knowledge admin, open Customize design, click Customize on your theme and then Edit code. Find the template you want the button on, add the snippet before that template's closing tag, and save.
The label should name the destination
You write the label, and it should say where the button goes: "Chat with us on WhatsApp" rather than "Message us". Somebody expecting a form and getting their phone's messaging app has been surprised, and surprise is a poor start to a conversation.
Where to put it
Where somebody is likely to have a question: order confirmations, delivery pages, the contact page. Putting it on every page competes with your widget and confuses the choice.
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