Brands and widgets
Support several products from one workspace. Each brand has its own addresses, chat widgets and help center, and each website gets its own widget with its own key, topics and team.
A brand is what customers see: a name, colour, logo and language, the email addresses that belong to it, its chat widgets and its help center. Most workspaces have one brand. Add another when you support a second product or company from the same team, and each one keeps its own face toward customers while your team works one inbox.
- New brand: add a brand. Admins manage brands.
- A brand: its name and logo, Default on the default brand, and the path of its help center.
- What it has: its addresses, chat widgets, and whether its help center is published.
- Brands and widgets: where brands live in settings. Each brand is listed under it for quick access.
The default brand
Section titled “The default brand”Every workspace has exactly one default brand, made with the workspace. New addresses and tickets without a brand belong to it, and its help center path starts as the workspace’s own, so existing help center links keep working. The default brand can’t be deleted.
Brand pickers and chips appear across opendesk once there is a second brand, on tickets, mailboxes and routing rules among others. With one brand they stay out of the way.
Add a brand
Section titled “Add a brand”Click New brand
Open Settings, then Brands and widgets, and click New brand.
Name it and choose its help center path
Give the brand a name (up to 60 characters). The Help center path is where its help center lives:
/help/<path>on your opendesk address. It takes 3 to 40 lowercase letters, numbers and dashes, and must be unique. Pick a Colour: its widgets, help center and emails use it unless they set their own.Set it up from its tabs
Every brand has four tabs: Overview for its logo, colour and language, Addresses, Chat widgets and Help center.
Addresses of a brand
Section titled “Addresses of a brand”A brand’s addresses are the mailboxes that belong to it. Email to them opens tickets under the brand, and replies to its tickets go out from them. Each address can still send its email to a team.
- Add an address: connect a new mailbox for this brand. See Connect a mailbox.
- Default reply address: the brand’s oldest active address. Chats and API tickets reply from it when the brand has no address for the ticket’s team.
- Team: where each address sends its email. See Teams and roles.
To move an existing address to another brand, open it in Settings, Mailboxes, and change its Brand. A chat or API ticket replies from the brand’s address for the ticket’s team when there is one, else from the default reply address.
Help center
Section titled “Help center”Each brand has its own help center at /help/<path>, with the brand’s articles and the ones shared by every brand. On the Help center tab, turn on Published to make it public, set its title, and give it its own logo and favicon.
Changing the path moves the help center: links to the old path stop working. Write articles in the knowledge base.
Chat widgets
Section titled “Chat widgets”Each website gets its own widget, with its own look, team, topics and key. A visitor’s conversation list holds the chats of that widget’s brand only, so the brands stay apart even for the same visitor.
Add a widget for each website
On the brand’s Chat widgets tab, click Add a widget. Name it after the site, like Marketing site, and choose the Team its new conversations go to.
Copy its secret, if it is shown
When you create a widget after recently confirming your sign-in (with two-factor authentication when you have it), opendesk shows the widget’s secret once. It signs your signed-in users for identity verification. Copy it into your server’s secrets.
If it is not shown, nothing is lost: the widget works, and you can Rotate secret on its page to get one when you need it.
Set it up and install it
Click the widget to open its page. Every change shows in the live preview as you make it. The Install section has the snippet for your site. See Live chat widget.
Topics
Section titled “Topics”Topics let visitors say what they need before the first message, and each pick sends the conversation to its team. A widget can have up to 8 topics, each 2 to 40 characters. A topic without a team uses the widget’s team. When a widget has topics, it asks “What can we help with?” before the visitor writes.
When you’re closed
Section titled “When you’re closed”The Offline message (up to 300 characters) is shown while the conversation’s team is closed, by its own hours, or else while the workspace is closed. Leave it empty for a translated default. See business hours.
Reply by email when they leave is on by default: when a visitor who left an email address is no longer on your site, your replies reach them by email, from the brand’s address for the team. Their email answer comes back into the same chat.
Make another brand the default
Section titled “Make another brand the default”
Make another brand the default
Section titled “Make another brand the default”Open the brand’s Overview tab and click Make default. New addresses, and tickets without a brand, then belong to it.
Delete a brand
Section titled “Delete a brand”
Delete a brand
Section titled “Delete a brand”A brand can be deleted once it has no addresses: move them to another brand, or remove them, first. Deleting it deletes its chat widgets, which stop loading on your sites, and its help center collections and articles. Its tickets move to the default brand. The default brand can’t be deleted.