Web Widget scrolling functionality was restored on 29 January 2026 after a 20-minute outage caused by an unintended side effect of a video playback update; customers required browser refresh to restore normal operation. Separately, Zendesk is redesigning the "Generated by AI" disclosure in Web Widget to reduce visual clutter by moving from per-message footers to a single label per agent per message group, rolling out automatically to all customers by 23 March 2026 with no action required. Additionally, Conversation Extensions are now available for AI Agents Advanced, enabling you to embed custom web views within the messaging widget to handle complex interactions like bookings, refunds, and data collection whilst maintaining access to conversation metadata and Sunshine Conversations context.
Announced on GA rollout starts GA rollout ends March 23, 2026 March 23, 2026 March 23, 2026 Today we’re announcing a visual redesign of the “Generated by AI” disclosure in the messaging Web Widget. This update reduces visual clutter while keeping disclosures clear and compliant. What is changing? Wh
SUMMARYOn January 29, 2026 from 16:32 UTC to 16:52 UTC, customers experienced issues with the Zendesk Web Widget where the scrollbar was not visible or functioning correctly. This prevented users from scrolling within the widget, thereby blocking their ability to continue conversations or submit res
Conversation Extensions enhance Zendesk AI Agents by embedding custom web views in conversations, enabling interactive UIs for complex tasks like bookings and refunds. They integrate metadata, support context-driven actions, and improve customer experience offering flexible, reusable solutions.