Dear Community,
We have a great new EAP for from our Web Widget team to improve customer log in and conversation experience in the Help Center. We hope you check it out and sign up!
Note: You must have Zendesk Suite or have Support with live chat and messaging and be on the improved messaging backend. If you’d like to participate in the EAP, sign up using this Google form.
Thank you again!
Currently, when users interact with the Web Widget outside the Help Center, authentication relies on JWT tokens and requires some setup. With this EAP, if a user is already logged into the Help Center, the Web Widget will automatically recognize their logged-in identity—sharing their name and email with bots and agents without any extra setup needed.
The phrase “improve customer log in and conversation experience in the Help Center” refers to this seamless integration where:
- Logged-in users don’t have to log in again within the Web Widget to start a conversation.
- If a user starts chatting while logged out and then logs into the Help Center, their chat session merges smoothly with their authenticated profile.
- This results in a more streamlined, continuous, and personalized support experience without interruptions or repeated login prompts.
In summary, the EAP makes the login and chat experience more convenient and integrated for customers using the Help Center, reducing friction and improving conversation continuity.