Why can’t I find the hide widget option on live chat?

Question

Why can’t I find the Turn off Chat widget option on my live chat settings?

Answer

The Turn off Chat widget option is available if you have a web widget.

The feature that allows you to hide the widget is only available to https://account.zopim.com accounts not integrated with Support. To see which version your account is, see the article: Determining your Zendesk Chat account version.

To hide the Chat widget by default

1. In the Chat dashboard, select Settings > Widget and click the Settings tab.
2. In the Hide Widget section, enable the Turn off Chat widget.

To configure the Web Widget (Classic) settings, see the article: Configuring components in the Web Widget (Classic). If you need clarification on what chat settings may be missing, see the article: Missing Chat widget settings.

To disable the live chat and Support integration

1. In Admin Center, click Channels in the sidebar.
2. Navigate to Classic > Web Widget.
3. Under the Customization tab, disable the setting for Chat.
   
4. Click Save at the bottom of the settings page.
5. Once disabled, the Turn off Chat widget setting will show within the Zopim settings. 

See the GIF below for an example of disabling the Web Widget (Classic) settings in the Admin Center.