My widget disappears when my Chat agents are offline

Issue symptoms

Whenever my agents log off Chat, the widget disappears. How can I have the widget appear regardless of agent status?

Resolution steps

The options to resolve this issue vary depending on which Chat version you have. To find out what version of Chat you have, see the article: Determining your Zendesk Chat account version.

If you have both Support and Chat

Navigate to Admin Center > Channels > Classic > Web Widget, and enable the setting Contact form.

When no agents are online in Chat, a form appears for visitors to submit a Support ticket, as shown below.

For more information on how to enable the contact form, see the articles:

• What are the options for displaying the Web Widget (Classic)?
• Configuring components in Web Widget (Classic)

If you have a chat-only or legacy Chat account

Enable the offline form in the Chat dashboard settings. When no agents are online in Chat, an offline form appears for visitors to leave their contact information, shown below.

For more information on how to enable the offline form, see the article: Managing Offline Form settings.

Note: If you have tried enabling these forms and the widget is still not appearing, see the article: Troubleshooting guide: Why is the widget not showing on my website?