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
Disclaimer: This article reflects the current Zendesk Chat experience. For more information on Legacy Chat, see this section: Using Legacy Chat.
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 for help if you are not an admin.
To enable Chat on your own profile
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1. From the Support dashboard, click on your Avatar in the top-right corner of the page and then select View profile. |
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2. On the left panel, next to Role, click Manage in Admin Center. |
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3. Click the checkbox under Access for chat. Select Agent or Admin as needed. |
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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
- In Admin Center, click
People in the sidebar, then select Team > Team members. - From the list, click the agent you want to upgrade.
- On the Roles and access tab of the agent's page, click on Enabled next to chat.
- Update the user's role setting to Agent or Admin as needed.
- Click Save at the bottom of the page.
Tip: Refresh your browser or clear the cache to make sure changes are reflected on your end.
See the video below for a walkthrough on how to assign an agent product access.
See these articles for additional troubleshooting assistance:
- Error: "View only. You need to have Chat enabled to reply to this conversation."
- How do I transfer a Chat license when there is only one agent?
- I can't enable or disable an agent on my chat-only account
- How can I resolve the error message "Failed to add team member. Please try again" when adding an agent to chat?
20 Comments
Hello, I do not see the zendesk chat toggle on my profile (admin). We have this setup, is licensed, and enabled in settings.
Hey Alex,
Do you instead see the "Manage in Admin Center" link instead when you navigate to your profile? Depending on what Chat phase you're on, you may need to enable it from the Admin Center instead as mentioned above.
Let me know if that's not the case!
Hi Brett,
We have enough licenses, and talk is already enabled. I also see it enabled on the people edit agent settings I've reached out to your support team.
I'm not sure what chat phase i'm on. I do remember seeing this option before, so I'm not sure what happened. Is there a specific setting i should be looking at in the Admin Center? I've combed through the ui, but didn't see anything.
Hey Alex,
any chance you could provide a screenshot of what you see in the agents profile where the Chat option should be? If you see the Manage in Admin Center option when viewing the agents profile, that button should automatically take you to the Products/Roles page in the Admin Center.
The example URL for this page would be subdomain.zendesk.com/admin/staff/(userID)#product-roles where you would replace the subdomain text with the subdomain of your account and userID with the agents ID.
Thanks Brett, sorry i responded to the wrong forum, its the Zendesk Talk Product that is not working for me.
Hey Alex,
It should be similar instructions for enabling Talk in someones profile. I see you have a ticket open with our Customer Care team and they shared similar instructions. I would recommend replying back to your open ticket with them so they can looking into your account with you further.
Thanks!
Thanks Brett,
Yeah just found that admins take up a seat and don't even have access to use the feature. Boo.
I cant seem to follow these directions. I see no option to manage my "roles" in the admin center.
@Alex happy to help!
@Kate, any chance you could share a screenshot of what you see on your end? Are you also just trying to enable Chat for an agent on the account?
Hello,
I followed the steps for Zendesk Chat Phase 3 and 4 and it still doesn't work.. The agent who's having this issue was able to use chat without a problem a day ago. Why did this happen all out of the sudden and how can I get it to work?
Hi Martina,
This might be related to the agent profile or your subscription. We highly suggest that you contact our Customer Support to take a deeper look into your account and check them for you.
Admin Center option not visible my account.
and Zendesk Chat is not enabled for you shows in my account. Not any options there.
I hope this helps, Please let me know if you have additional questions!
I not able to see screenshot attached. and there is not any option visible in my account. Please call me on my number to discuss this issue +919558165133
Did you still need help with this ?
Hi - I can't access the Text feature in Zendesk due to this message: There is a problem with your Talk account. Please contact our Customer Service team. My current subscription is Professional. I hope someone could help me.
We found the ticket you created for your concern and we're glad that our advocate was able to help you with this.
Hello, I am having the same issue and am not able to adjust the settings of the chat, it says "Zendesk Chat is not enabled for you". I have admin rights.
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