When I navigate to Settings > Widget > Appearance in the Chat dashboard, the option to customize the Chat badge is not available. Why can't I edit this option here?
If you use Support and Chat together, you are likely using the integrated Web Widget. In this case, you have limited options in the Chat interface, and most of your widget settings live in the Support product.
For more information, see the article: Setting up Zendesk Chat in the Web Widget.