Can I create a direct link to a live chat popout window instead of using the widget?

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  • Ashley Russell

    This doesn't bring up my offline form like the chat widget does. Is there a reason it isn't using the same fields as our chat widget's offline form when someone goes to our link? 

  • Katie Dougherty
    Zendesk Community Team

    Hi Ashley Russell,

    Thanks for reaching out! 

    This article describes your ability to launch the live chat functionality in a pop-up window.  If your agents are all offline, the offline form will be displayed. Please be sure you have that form configured in your Chat dashboard, under Settings > Widget and click the Forms tab.

    However, I'd like to clarify that the contact form will not be displayed which I believe was part of the confusion! The contact form is a feature of the web widget and is not specific to live chat. 

    Please let me know if you have any additional questions! 

  • Stevie

    guys, is it expected behaviour for the chat session to end upon refreshing the page? The phase 1 chat direct link works fine, however after signing into the chat as a user (entering name email etc) and then if/when the page is refreshed, it kicks the user back to the name entering screen, is this normal??

  • Brett Bowser
    Zendesk Community Team

    Hey Stevie,

    The chat session should not end once you refresh the page unless the page took a decent amount of time to reload. Check out our article on When do chats time out for more information.

    If you continue to experience issues with the chat session ending after a page refresh let me know and I can create a ticket on your behalf to troubleshoot further.


  • Stevie

    Hey Brett, thanks for the reply. I've checked that article, very helpful, can you go ahead and create a ticket so we can troubleshoot further please.


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