Completing the upgrade from Legacy Chat + Support to the enhanced experience

After your Legacy Chat account has been upgraded to new enhanced experience, you’ll need to perform a number of tasks to make sure Chat functions as you’d like.

Click the links below for details on each task:

• Logging into your account
• Resetting passwords for Chat-only agents
• Authorizing and updating Zendesk Chat APIs
• Re-integrating Zendesk Message

Logging into your account

Once the migration is complete, you will no longer go to dashboard.zopim.com with your Chat credentials to log in. Instead, you will log in by going to yoursubdomain.zendesk.com/chat/agent using your Support login credentials. 

Resetting passwords for Chat-only agents

After your account is upgraded, your Chat-only agents will receive emails with a link to reset their passwords. Agents must complete this process before they can begin using the upgraded account.

Authorizing and updating Zendesk Chat REST APIs

After your account is upgraded to the new experience, you have to make some changes to access the APIs:

• Basic auth support (using username/password) is removed and you will need to use OAuth moving forward
• Your old API clients will be retained, but agents and administrators will need to re-initiate the authorisation process to obtain new access tokens for working with Zendesk Chat APIs. See Chat API: OAuth Authentication for more information.
• Access to the Chat Accounts and Agents APIs is restricted to GET requests. You can still use the other Chat APIs normally. See Chat API: Accounts for more information.

Re-integrating Zendesk Message

If you are using Zendesk Message, you may need to re-establish your settings post-upgrade, and may see changes in your functionality.

Note: Message is being discontinued on October 30, 2020 and is no longer accepting new users. If you did not begin using Message before February, 2020, you will not be able to add it to your Chat account. Additionally, existing Message users can no longer create new Facebook/LINE pages within their account.

If you are using Facebook only as a messaging channel:

• Zendesk Message will continue to work for you. No settings or configurations will change.
• You can log in to Zendesk Message using your existing credentials.
• Historical messages from before the upgrade will not be available.

If you are using LINE only as a messaging channel:

• Your Zendesk Message settings will not be retained.

• You need to re-integrate Zendesk Message after your account upgrade. See Getting started with Message for more information.
• Historical messages from before the upgrade will not be available.

If you are using both LINE and Facebook in Zendesk Message:

• Zendesk Message will continue to work for you through the Facebook channel. No settings or configurations will change.

• You will need to add LINE to Zendesk Message again. See Adding and managing channels and profiles: Adding LINE for more information.

• Message information from before the upgrade will not be available.