How do I verify that agents who receive “Zendesk Chat is not enabled for you” have the correct permissions?

Question

How can I ensure my agents have the correct permissions in live chat? Why am I getting the message Zendesk Chat is not enabled for you when launching the Chat dashboard? How can I sign in?

Answer

This message appears when Chat is disabled for the agent's profile. An admin can manage which agents can access Chat through the Admin Center. Contact your team if you are not an admin.

To enable Chat on your own profile

1. From the Support dashboard, click your Avatar in the top-right corner and select View profile
2. In the left panel, next to Role, click Manage in Admin Center
3. Click the checkbox under Access for Chat. Select Agent or Admin as needed
4. Click Save

Note: When the only Chat seat is disabled, another admin from Support needs to enable Chat in your profile. If no other admin or license exists, contact Zendesk Customer Support.

To enable Chat for another agent

1. In Admin Center, click People in the sidebar, then select Team > Team members
2. From the list, click the agent you want to update
3. On the Roles and access tab of the agent’s page, click Enabled next to Chat
4. Update the user’s role to Agent or Admin as needed
5. Click Save at the bottom of the page