Missing Chat widget settings

Issue symptoms

I want to modify some of the widget elements to match the look of my company's website. However, I can't see some of the widget settings in the Appearance tab of my Chat account.

Conditions

• You have a Legacy Zendesk Chat account.

Resolution steps

If you have a Legacy Chat account that is integrated with Zendesk Support, some options may be missing on the Chat widget settings such as the option to change the theme, color, or offline form. This is the result when the Contact form and Help Center are enabled in the Web Widget settings.

To make the settings of the live chat widget appear on the Chat dashboard, an admin has to disable the Contact form and Help Center options from the Web Widget settings.

1. In Admin Center, navigate to Channels () > Classic > Web Widget.
2. Under Customization, turn off both Contact form and Help Center options. If you have more than one widget, turn off both elements in all the widgets of your account.
3. Scroll down to Save changes and switch to the Chat dashboard to see the missing widget settings.
   

Tip: If the changes don't appear right away, clear the cache and cookies on your browser.

If you don't have a Legacy Zendesk Chat, the widget settings change according to the type of widget you use. Below you can see an image of how the page of the widget settings looks like in the different experiences. If you are unsure which widget applies to your account, see this article: Which Zendesk widget do I have with my account and website?

Legacy Chat widget

Web Widget (Classic)

Web Widget

For Legacy Chat accounts, the Appearance tab looks like the image below.

For further information on how to customize the Legacy Chat widget, see this article: (Legacy Chat) Customizing the appearance of your widget.

For accounts that use the Web Widget (Classic), the Appearance tab in the Chat dashboard looks like the image below.

Settings such as window color or position are controlled on the Web Widget page under Admin Center > Channels > Classic > Web Widget. For further information, see this article: Configuring components in Web Widget (Classic).

For accounts that have messaging enabled and use the Web Widget, the widget settings are handled in Admin Center > Channels > Messaging and social > Messaging. The settings page looks like the image below.

For further information on how to customize the Web Widget, see this article: Configuring basic information for the Web Widget.