The Settings and Account tabs of the Web Widget inspector

The Settings and Account tabs of the Web Widget inspector show how a website's widget is configured, what it sends to Zendesk and who it signs in.

The Settings and Account tabs of the Web Widget inspector show how a website's widget is configured, what it sends to Zendesk and who it signs in. Some parts need you to be signed in to that Zendesk account in the same browser; each part below says which.

Settings: the configuration

The top of the Settings tab is the widget's public configuration, the same for every visitor: Design, Launcher and position, Conversations and features (multiple conversations, history, attachments, AI disclaimer, ticket form, proactive messages and more), Technical with the IDs, and Feature flags. Public configuration (raw) has all of it as JSON, with Copy.

Signed in as an admin of the account, you also see Admin Center (brand settings): the brand's Web Widget settings, read with your own session. Other roles see that these settings are visible to admins only.

Settings: proactive messages

Proactive messages lists the account's campaigns, from the same public list the widget loads. Per campaign you see when it fires and how often, and its conditions, each with the value on this page now: green conditions match, red ones do not. The status reads Matches this page, Doesn't match, Matches, but paused or Needs commerce signals. Below it is what this browser stored: when the visitor saw or closed a campaign.

Reset frequency removes that record from the site's storage, so the widget can show the campaigns again from the next page load. You set up campaigns in Admin Center; the inspector only reads them.

Settings: what the widget sends to Zendesk

What the widget sends to Zendesk lists what goes to Zendesk besides the conversation: page views, sampled usage analytics and zE telemetry, commerce signals, proactive message events and error reports, each with Sent, Not sent or how often. It is based on the account's flags, the site's zE calls and this page, as the inspector reads them in the widget's code.

It also shows the page's referrer policy and how much of the URL goes along with page views. When the page URL holds a query string, or what looks like personal data or a token, it says so. Under For privacy-sensitive sites are three measures: a referrer tag in the page's head, no personal data in URLs and page titles, and cookies set to functional until the visitor accepts analytics cookies.

Accessibility shows the launcher's title and name for screen readers, whether it can be reached with the keyboard, your reduced-motion setting and the keys the widget responds to.

Account: your sign-in and the site's login

Zendesk account shows who you are signed in as and your role. Not signed in, it offers Sign in.

Login (JWT) appears when the site signs visitors in with loginUser. It shows the status of the login, the number of calls and the claims of the token the site passes: external_id, name, email, scope, kid, algorithm, issue time and expiry. The claims are decoded in the page for display only; the token and its signature are not shown, stored or sent.

Account: fields, AI agent and log

• Ticket fields and tags: every conversationFields value and conversationTags tag the site sets, checked the way the widget checks them. Signed in as an agent or admin, against the account's ticket fields; otherwise against the fields customers can edit, as the widget loads them. Each tag shows how it is sent.
• AI agent: the AI agent that answers on this widget, with its languages, rich messaging, automation and connected channels, and Open in AI agents. This needs a sign-in to the account's AI agents dashboard, on the Zendesk domain or on dashboard.ultimate.ai.
• Conversation log: once the AI agent has answered, the log of the conversation on the page: status, escalation, automated resolution, intents and the entries, with Refresh, Open log in AI agents and Raw log. How to read a log is in Reading the conversation log.

For agents and admins of the account, the Overview and Messages tabs also show the Ticket of the conversation, with a link. Until Zendesk has created it, it reads Not found yet and the inspector keeps looking.

Account: the widget's data in this browser

What the widget stores in this browser lists the widget's keys in the site's storage, each with what it is for. With conversation history set to remember, they are in local storage and stay after the browser closes; set to forget, they are in session storage and go when the tab closes. The session token is hidden and marked Secret.

New visitor… starts this browser over as a visitor the widget does not know. After Remove and reload the current conversation cannot be opened again in this browser, also not in other open tabs of the site. Debug switches and the inspector's own settings stay.

See also

• Getting started with the Web Widget inspector
• The checks in the Web Widget inspector
• The Lab in the Web Widget inspector
• Reading the conversation log