Troubleshooting issues with offline messages and Chat

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.