In Zendesk, use this guide if you experience any of the issues below:
- You only receive offline messages and no live chat messages from end users
- The widget is not online even though your agents are logged in
- Your customers don't see the live chat option, only an option to send an offline message
This article contains the topics below.
- Step 1: Determine if agents are online
- Step 2: Verify your department settings
- Step 3: Check for connectivity issues
- Step 4: Review security Settings
Step 1: Determine if agents are online
Live chat is offered to visitors when at least one agent is online. For more information about setting your availability, see the article: Configuring your chat availability settings.
Step 2: Verify your department settings
Determine if you set the right department and staff. Consider the steps below to understand if the department is staffed correctly:
- Check if the department has agents online
- Confirm that agents are assigned to the created department
- If you use the API to set departments on your website, confirm the script, and select the right department
For more information, see the articles listed below:
- How do I set or change the department of a chat?
- Recipe: Route a chat to a department based on the URL of the website
- Automatically route chats to departments
Step 3: Check for connectivity issues
Review your live chat connection settings. Check if your dashboard is connected to the internet. Chat offers you a connection monitor to resolve issues related to connectivity. For more information on how to troubleshoot your connectivity, see the article: Troubleshooting your Chat connection.
Step 4: Review security Settings
Configure your widget security settings. Investigate if the right configuration was set up in your security setting. Go to Settings > Widget > Widget security and check Blocked countries and Allowed domains. For more information about the widget's security setting, see the article: Restricting the Chat widget by country or domain.