A complete guide to your Zendesk callback widget setup

Nobody likes waiting on hold. We’ve all been there, listening to that tinny music, wondering if we’ll ever speak to a real person. Offering customers a callback option is a simple way to say, "We value your time," and it can make a huge difference in their experience with your brand.

Zendesk’s Web Widget has long been a popular choice for adding this feature to a website. However, the process has changed recently. The widget has split into two different versions: the old-school "Web Widget (Classic)" and the new "Messaging" widget. While the classic version offered a straightforward callback setup, the new Messaging widget has a different approach, as the built-in option has been removed.

This guide will walk you through the process for both versions. We'll cover the process for the classic widget, the method for the new widget, and an alternative AI-powered approach.

Understanding the Zendesk callback widget setup

Simply put, the Zendesk callback feature is a way for customers on your website to request a phone call from your support team instead of waiting in a queue. It’s a great tool for managing call volume and keeping customers from getting frustrated.

The setup process differs depending on which widget you are using. There are two completely different widgets, and how you set up a callback depends entirely on which one you're using.

1. Web Widget (Classic): This is the original, legacy widget. It came with a native, built-in feature that let you add a "Request a callback" button with just a few clicks in the admin panel. It was simple and intuitive.
2. Messaging Widget: This is the modern replacement that Zendesk is pushing everyone towards. It’s focused on asynchronous chat and more advanced conversational flows. It does not include an out-of-the-box callback request form. In fact, Zendesk’s own documentation is clear on this: for the digital lines used in the modern widget, callback is not an available feature.

This means the setup, which was once a simple configuration, now requires a more technical approach for teams using the latest version of Zendesk.

How to set up the callback widget in Web Widget (Classic)

For users of the legacy Web Widget (Classic), the setup is straightforward. It's important to note that Zendesk is encouraging users to migrate away from this widget, so this method may not be a long-term solution.

For those on the classic widget, here’s a quick rundown of the process inside your Zendesk Admin Center:

• First, head over to "Channels > Talk > Widget".
• From there, you will create a "widget configuration" and check the box for "Request a callback."

You can also tweak a few settings to get it just right:

• Group routing: You can send callback requests to a specific team of agents.
• Priority: Set the ticket priority to "Normal" or "High" to make sure your team follows up appropriately.
• Contact options: You can choose to display "Request a callback," "Call us," or both options for your customers.
• Wait time display: Let customers know the estimated wait time for a call, which helps manage their expectations.

However, there are a few limitations to this approach.

• It’s legacy tech: Web Widget (Classic) isn't getting new features, and eventually, you'll likely be asked to move to the new Messaging widget.
• It depends on your plan: This feature isn't available for everyone. According to Zendesk, you need a Suite Professional plan or higher to offer callbacks through the classic widget.
• Customization requires a developer: If you want to make any advanced changes, like changing the button text or moving its position, you'll need a developer to use the Web Widget (Classic) API.

Setting up the callback widget in the modern Messaging widget

When Zendesk introduced its modern Messaging widget, the native callback feature was not included. This required a new method for teams who use this functionality.

The official method involves using the Voice API. In a community forum thread, a Zendesk Product Manager explained that you can add a link or button to your site that opens the Messaging widget to place a call.

However, as some users pointed out, a "call us" button differs from a true callback request where a customer leaves their number for a return call. One customer expressed a preference for the callback option "within the widget flow itself versus a stand alone interface," indicating a desire for a more conversational experience.

To build a conversational callback request in the modern widget, a more technical process is required, using Zendesk AI Agents. Here’s what that looks like:

1. API Development: First, a developer needs to build a custom API integration that can post callback requests to your Zendesk Voice channel.
2. Custom Entity Creation: Next, you have to configure a custom entity to validate phone numbers to make sure they're in the right format.
3. Manual Flow Building: Then, someone with technical knowledge must manually build the conversation flow in the AI Agent builder. This includes asking for the phone number, validating it, making the API call, and creating separate messages for success and failure.

This process transforms what was once a settings toggle into a development project that requires technical expertise and ongoing maintenance for a common feature.

Using an AI teammate for the callback widget setup

Instead of allocating developer hours to build this feature, an alternative is to use a dedicated AI teammate to handle it. This approach can solve the callback problem without writing a single line of code.

An AI teammate like eesel AI plugs directly into Zendesk and acts as a conversational assistant. An AI teammate can be instructed in plain English.

Here’s how simple the process is:

• Instant Onboarding: You start by connecting eesel AI to your Zendesk account and any other knowledge sources, like your help center. It reads through your past tickets and articles and learns your business, tone, and common customer issues in just a few minutes.
• Plain-English Instructions: You just tell eesel what you want it to do. For example, you can give it a simple instruction like: "If a customer asks to speak to someone, get their name and phone number, then create a high-priority ticket assigned to the support team with the tag 'callback-request'."
• No Code, No APIs: This creates a callback workflow without needing a developer to build custom integrations or validate entities, as the AI handles it all.

Using an AI teammate can do more than just take callback requests.

• Ticket Deflection: Before it even offers a callback, the eesel AI Chatbot can try to answer the customer’s question first. By pulling information from your knowledge base, it can often resolve the issue on the spot, meaning fewer callbacks for your team to handle.
• 24/7 Availability: Your AI teammate works around the clock. It can take callback requests at 3 AM on a Sunday and have a perfectly formatted ticket waiting for your team when they start their shift on Monday morning.
• Omnichannel Consistency: The same AI teammate that handles chat requests can also manage requests from email and other channels, giving your customers a consistent and unified experience no matter how they contact you.

Zendesk pricing for callback features

The availability of callback methods depends on your Zendesk subscription plan. The features you need are spread across different tiers, so it's important to know what you're getting.

Here’s a quick breakdown based on Zendesk's official pricing (per agent/month, billed annually):

• Suite Team: Starts at $55. This plan does not include the "Request a callback" feature for the Web Widget (Classic).
• Suite Professional: Starts at $115. This is the minimum plan you need to get the native callback feature in the classic widget.
• Suite Enterprise: Starts at $169. To build the complex, custom callback flow in the modern Messaging widget, you'll typically need the advanced AI Agent functionality included in this plan.

It’s always a good idea to check the official Zendesk pricing page for the most current information, as plans and features can change.

To recap, the callback setup in the Web Widget (Classic) is straightforward, but that widget is being phased out. The modern Messaging widget requires a more technical approach using APIs and AI Agents to implement a callback feature.

AI teammates offer a different approach. They can solve the callback problem with a no-code setup and offer additional value. They can deflect common questions, work 24/7, and give your customers instant answers, freeing up your human agents to focus on more complex issues.

An AI teammate can automate callbacks and provide other support functions.

Invite eesel AI to your team to learn more about this approach to customer support.