diff --git a/app/frontend/packs/application-provider.js b/app/frontend/packs/application-provider.js
index 9dae8dff60a..69ee7669415 100644
--- a/app/frontend/packs/application-provider.js
+++ b/app/frontend/packs/application-provider.js
@@ -5,6 +5,7 @@ import filter from './components/paginated_filter'
 import checkboxSearchFilter from './components/checkbox_search_filter'
 import '../styles/application-provider.scss'
 import cookieBanners from './cookies/cookie-banners'
+import webchat from './webchat'
 
 require.context('govuk-frontend/govuk/assets')
 
@@ -14,3 +15,4 @@ initAddFurtherConditions()
 checkboxSearchFilter('subject', 'Search for subject')
 filter()
 cookieBanners()
+webchat()
diff --git a/app/frontend/packs/webchat.js b/app/frontend/packs/webchat.js
new file mode 100644
index 00000000000..e7dd978b589
--- /dev/null
+++ b/app/frontend/packs/webchat.js
@@ -0,0 +1,71 @@
+function Webchat () {
+  this.container = document.getElementById('app-web-chat')
+
+  this.configureWidget()
+  this.setupElements()
+  this.addButtonListener()
+  this.addStatusChangeListener()
+}
+
+Webchat.prototype.configureWidget = function () {
+  window.zESettings = {
+    webWidget: {
+      chat: {
+        suppress: true
+      }
+    }
+  }
+}
+
+Webchat.prototype.setupElements = function () {
+  this.enabledContainer = document.createElement('span')
+  this.enabledContainer.className = 'moj-hidden'
+
+  this.defaultContainer = document.querySelector('.app-web-chat__unavailable')
+
+  this.button = document.createElement('a')
+  this.button.href = '#'
+  this.button.className = 'govuk-link govuk-footer__link app-web-chat__button'
+  this.button.innerHTML = 'Speak to an advisor now (opens in new window)'
+  this.enabledContainer.append(this.button)
+
+  this.disabledContainer = document.createElement('span')
+  this.disabledContainer.className = 'app-web-chat__offline moj-hidden'
+  this.disabledContainer.innerHTML = 'Available Monday to Friday, 10am to midday (except public holidays).'
+
+  this.container.append(this.enabledContainer)
+  this.container.append(this.disabledContainer)
+}
+
+Webchat.prototype.addButtonListener = function () {
+  this.button.addEventListener('click', function (e) {
+    e.preventDefault()
+
+    zE('webWidget', 'popout')
+  }, false)
+}
+
+Webchat.prototype.addStatusChangeListener = function () {
+  zE('webWidget:on', 'chat:status', function (status) {
+    this.defaultContainer.classList.add('moj-hidden')
+
+    if (status === 'online') {
+      this.enableChat()
+    } else {
+      this.disableChat()
+    }
+  }.bind(this))
+}
+
+Webchat.prototype.enableChat = function () {
+  this.disabledContainer.classList.add('moj-hidden')
+  this.enabledContainer.classList.remove('moj-hidden')
+}
+
+Webchat.prototype.disableChat = function () {
+  this.disabledContainer.classList.remove('moj-hidden')
+  this.enabledContainer.classList.add('moj-hidden')
+}
+
+const webchat = () => new Webchat()
+export default webchat
diff --git a/app/frontend/packs/zendesk-stub.js b/app/frontend/packs/zendesk-stub.js
new file mode 100644
index 00000000000..28d67ac5797
--- /dev/null
+++ b/app/frontend/packs/zendesk-stub.js
@@ -0,0 +1,18 @@
+window.zendeskPopupOpen = false
+
+window.setZendeskStatus = function (status) {
+  const statusChangeEvent = new CustomEvent('setZendeskStubStatus', { detail: status })
+  document.body.dispatchEvent(statusChangeEvent)
+}
+
+window.zE = function (scope, command, callback = null) {
+  if (scope === 'webWidget' && command === 'popout') {
+    window.zendeskPopupOpen = true
+  } else if (scope === 'webWidget:on' && command === 'chat:status') {
+    document.body.addEventListener('setZendeskStubStatus', function (e) {
+      callback(e.detail)
+    })
+  } else {
+    throw Error('Unexpected Zendesk API function call')
+  }
+}
diff --git a/app/views/layouts/_footer_meta_provider.html.erb b/app/views/layouts/_footer_meta_provider.html.erb
index e038e3d52d9..769f84a260a 100644
--- a/app/views/layouts/_footer_meta_provider.html.erb
+++ b/app/views/layouts/_footer_meta_provider.html.erb
@@ -1,14 +1,36 @@
 <h2 class="govuk-heading-m"><%= t('layout.support.title') %></h2>
-<ul class="govuk-footer__meta-custom govuk-list govuk-!-font-size-16">
-  <li>Email: <%= bat_contact_mail_to(html_options: { class: 'govuk-footer__link' }) %></li>
-  <li><%= t('layout.support.response_time') %></li>
-  <li>Alternatively, <%= link_to 'give feedback through our survey', ProviderInterface::FEEDBACK_LINK, class: 'govuk-footer__link' %></li>
-</ul>
-<p class="govuk-body govuk-list govuk-!-font-size-16 govuk-!-margin-bottom-8">
-  <%= link_to t('layout.support.provider_service_guidance'), provider_interface_service_guidance_path, class: 'govuk-footer__link' %>
-</p>
+
+<div class="govuk-footer__meta-custom">
+  <div class="govuk-grid-row">
+    <div class="govuk-grid-column-one-half">
+      <div class="govuk-!-padding-right-1">
+        <h3 class="govuk-heading-s govuk-!-margin-bottom-1">
+          Online chat
+        </h3>
+
+        <p class="govuk-!-margin-top-0 govuk-!-font-size-16"><span id="app-web-chat">
+          <span class="app-web-chat__unavailable">
+            You cannot use online chat because there’s a problem. Send an email if you keep seeing this message.</span>
+        </span></p>
+      </div>
+    </div>
+    <div class="govuk-grid-column-one-half">
+      <div class="govuk-!-padding-left-1">
+        <h3 class="govuk-heading-s govuk-!-margin-bottom-1">
+          Email
+        </h3>
+        <p class="govuk-!-margin-top-0 govuk-!-font-size-16 govuk-!-margin-bottom-1"><%= bat_contact_mail_to(html_options: { class: 'govuk-footer__link' }) %></p>
+        <p class="govuk-!-font-size-16"><%= t('layout.support.response_time') %></p>
+      </div>
+    </div>
+  </div>
+</div>
+
 <h2 class="govuk-visually-hidden"><%= t('layout.support_links.title') %></h2>
-<ul class="govuk-footer__inline-list govuk-!-margin-bottom-0">
+<ul class="govuk-footer__inline-list">
+  <li class="govuk-footer__inline-list-item">
+    <%= link_to t('layout.support.provider_service_guidance'), provider_interface_service_guidance_path, class: 'govuk-footer__link' %>
+  </li>
   <li class="govuk-footer__inline-list-item">
     <%= link_to t('layout.support_links.accessibility'), provider_interface_accessibility_path, class: 'govuk-footer__link' %>
   </li>
diff --git a/app/views/layouts/base.html.erb b/app/views/layouts/base.html.erb
index f5fe220f584..0a26d1ad9f6 100644
--- a/app/views/layouts/base.html.erb
+++ b/app/views/layouts/base.html.erb
@@ -66,8 +66,8 @@
     <% when 'support_interface' %>
       <%= javascript_pack_tag 'application-support' %>
     <% when 'provider_interface' %>
-      <%= javascript_pack_tag 'application-provider' %>
       <%= render 'shared/zendesk_snippet' if HostingEnvironment.test_environment? %>
+      <%= javascript_pack_tag 'application-provider' %>
     <% when /api_docs/ %>
       <%= javascript_pack_tag 'application-api-docs' %>
     <% else %>
diff --git a/app/views/shared/_zendesk_snippet.html.erb b/app/views/shared/_zendesk_snippet.html.erb
index 0d3cd5833d1..00ba98430b3 100644
--- a/app/views/shared/_zendesk_snippet.html.erb
+++ b/app/views/shared/_zendesk_snippet.html.erb
@@ -1,5 +1,9 @@
-<script
-  id="ze-snippet"
-  nonce="<%= request.content_security_policy_nonce %>"
-  src=https://static.zdassets.com/ekr/snippet.js?key=904d04ae-8027-4ebb-ad39-d0e9f68d6ab1>
-</script>
+<% if Rails.env.test? %>
+  <%= javascript_pack_tag('zendesk-stub') %>
+<% else %>
+  <script
+    id="ze-snippet"
+    nonce="<%= request.content_security_policy_nonce %>"
+    src=https://static.zdassets.com/ekr/snippet.js?key=904d04ae-8027-4ebb-ad39-d0e9f68d6ab1>
+  </script>
+<% end %>
diff --git a/config/locales/en.yml b/config/locales/en.yml
index 61e6e2e0ecb..0e4143c66d8 100644
--- a/config/locales/en.yml
+++ b/config/locales/en.yml
@@ -250,7 +250,7 @@ en:
       telephone: Telephone
       online_chat: Online chat
       talk_to_advisor: Talk to an adviser online
-      response_time: "- response times are usually under one working day"
+      response_time: You’ll get a response within 5 working days, or one working day for urgent requests.
       provider_service_guidance: How to use this service
     support_links:
       title: Support links
diff --git a/package.json b/package.json
index 173ff1aba2e..ff9c2fb6903 100644
--- a/package.json
+++ b/package.json
@@ -35,7 +35,9 @@
     ],
     "globals": [
       "$",
-      "history"
+      "history",
+      "zE",
+      "CustomEvent"
     ]
   },
   "stylelint": {
diff --git a/spec/system/provider_interface/provider_uses_webchat_spec.rb b/spec/system/provider_interface/provider_uses_webchat_spec.rb
new file mode 100644
index 00000000000..92a05b99eaf
--- /dev/null
+++ b/spec/system/provider_interface/provider_uses_webchat_spec.rb
@@ -0,0 +1,58 @@
+require 'rails_helper'
+
+RSpec.feature 'Provider uses webchat' do
+  include DfESignInHelpers
+
+  scenario 'controlling the widget via a link in the footer', js: true do
+    given_i_am_a_provider_user
+    and_i_sign_in_to_the_provider_interface
+    when_i_visit_the_provider_interface
+    and_there_is_no_support_agent_online
+
+    then_i_should_see_no_link_in_the_footer
+
+    when_a_support_agent_comes_online
+    then_i_should_see_a_link_in_the_footer
+    and_when_i_click_the_link_i_see_a_popup
+
+    when_the_support_agent_goes_offline
+    then_i_should_see_no_link_in_the_footer
+  end
+
+  def given_i_am_a_provider_user
+    provider_user = create(:provider_user)
+    user_exists_in_dfe_sign_in(email_address: provider_user.email_address)
+  end
+
+  def and_i_sign_in_to_the_provider_interface
+    provider_signs_in_using_dfe_sign_in
+  end
+
+  def when_i_visit_the_provider_interface
+    visit provider_interface_applications_path
+  end
+
+  def and_there_is_no_support_agent_online; end
+
+  def then_i_should_see_no_link_in_the_footer
+    expect(page).not_to have_content('speak to an advisor now')
+  end
+
+  def when_a_support_agent_comes_online
+    page.evaluate_script('setZendeskStatus("online")')
+  end
+
+  def then_i_should_see_a_link_in_the_footer
+    expect(page).to have_content('speak to an advisor now')
+  end
+
+  def and_when_i_click_the_link_i_see_a_popup
+    click_link 'speak to an advisor now'
+
+    expect(page.evaluate_script('window.zendeskPopupOpen')).to eq true
+  end
+
+  def when_the_support_agent_goes_offline
+    page.evaluate_script('setZendeskStatus("offline")')
+  end
+end