Welcome to the Help Center Authentication for the Web Widget EAP!

What is Help Center Authentication for the Web Widget?

For Zendesk accounts participating in this early access program, the Web Widget will function differently when used within a Zendesk help center. To use this feature, set up web widget to add messaging to your help center.

When an end user is logged into the help center, messaging interactions in the Web Widget will automatically adopt the user’s logged-in identity. The user’s name and email will be shared with bots and agents engaging with them.

If an end user starts a conversation in the Web Widget while logged out and then logs into the help center during the interaction, their previous unauthenticated session will be updated or merged with their authenticated profile. This allows the user to continue the conversation seamlessly as a logged-in user.

For Web Widgets embedded outside the help center, authentication remains unchanged, continuing to leverage the JWT-based authentication. 

This new help center authentication feature is exclusive to Web Widgets embedded within the Zendesk help center and does not apply to Zendesk Mobile SDKs.

For more information, see Help center authentication for messaging in our developer documentation.

How do I sign up for the EAP?

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. The account subdomain you provide in the form will be activated, so you are encouraged to experiment with a test account first. We also encourage you to review the documentation and understand the limitations before activating your production account. Note also that you will need to reach out to us if you need to deactivate this feature.
 

How do I provide feedback?

Please provide feedback using this Google form.