Deactivating messaging for web and mobile channels

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  • Anna Rose Heyman

    We are currently testing messaging and can't have it on at all times. I want to know how to easily turn the widget off when we aren't going to be available. I followed the above steps 30 minutes ago and my widget is still showing as available for chat 


    How do you turn it on/off or set a schedule for it to be on/off?

  • DJ Buenavista Jr.
    Zendesk Customer Care

    Hi Anna,

    Thank you for reaching out to Zendesk Support.

    In regards to your concern, the following feature of Zendesk Messaging cannot be disabled or turned off by schedule. Only admins can enable/disable the following feature by going to the Admin Center as described in this article.

    As this article mentioned, If you disable messaging for a brand, it removes messaging functionality for that brand but retains any widget, SDK, and Flow Builder messaging settings you have configured.

    Thank you!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist |

  • Michael Montano


    When I log into Admin Center, it does not have an option for "Channels", so I can't follow the instructions about. At the moment, we only are using Zendesk Guide as an internal knowledgebase and want to disable that chat function for that only. 

    We still want it available for a live site.

  • Miranda Burford
    Zendesk Product Manager

    Hi Michael Montano,

    Based on what you've described, it sounds like you're using the Classic live chat experience (not messaging).  This article should help,

    - Miranda.


  • Casey Keefe

    Hello Zendesk!

    I am trying to disable the messaging / web widget for a new Brand under our main account. When I activate the Brand Help Center, the messaging / web widget appears in the bottom-right corner.

    However, when I go to Admin > Channels > Classic > Web Widget, the settings only appear for the main account. They do not appear for the Brand, so I am unable to disable them.

    In our Sandbox environment, both the main account and Brand appear under Admin > Channels > Classic > Web Widget, allowing me to enable / disable for each Brand.

    Thank You!

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Casey,

    You can configure Web Widget (Classic) settings for each brand independently. However, you will need to add a Web Widget (Classic) per brand to be able to configure its components.

    To do this, please follow the steps below:
    1. In Admin Center, click the Channels icon () in the sidebar, then select Classic > Web Widget.
    2. Click Add widget.
      If every brand in your account already has a widget, you will not see this option.
    3. Select a Brand from the drop-down menu, then click Save.
      You can only select an existing brand that does not already have a Web Widget (Classic).

    4. In the Customization tab, configure the options for this widget, then click Save when you are finished.
      For more information, see Configuring the components in your widget.
    For more information, please see this article: Adding Web Widget (Classic) to multiple brands

    I hope that helps. Thank you!
  • Casey Keefe

    Thanks Gabriel Manlapig !

    What we discovered (with the help of our Premier team), was that the widget was appearing only if we were on the company's VPN.

    The widget did not appear when visiting the page with the VPN disabled or from a personal computer. Not sure if a bug or intended, but we did get it sorted.

    I appreciate the response!


  • BIPO Support

    Hi There, 

    We are currently not using the live chat, from our end, it's being disabled. Would it be automatically enabled for the new messenger when it starts to be automatically updated into production? And we would need to disable it again from our end.


  • Viktor Osetrov
    Zendesk Customer Care
    Hello BIPO Support,

    Yes, it is - you can enable and disable it depending on your business needs via settings:
    Hope it helps. 

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