Why are some settings missing on the Chat dashboard for live-chat?

Question

Some Chat dashboard settings are missing. Why is that?

Answer

Zendesk Suite accounts created after November 3, 2021 have messaging as the default experience enabled. Messaging as the default experience enables the messaging Web Widget out-of-the-box. The Web Widget (Classic) is not supported and therefore will exclude some Chat dashboard settings which do not apply to messaging.

Chat specific dashboard settings that will not be accessible include:

• Visitors.
• History.
• Analytics.
• Monitor.
• Settings:
  • Departments.
  • Roles.
  • Banned.
  • Goals.
  • Widget.
  • Account (all setting tabs except for API).

You can opt-out of messaging by disabling messaging for a brand or disabling messaging at the account level.

Note: If you have a newer account with messaging enabled by default, you may not be able to deactivate messaging.

Disabling messaging at the account level will revert your Support account brands to the Web Widget (Classic) with live Chat enabled. The Chat dashboard will again show the Chat dashboard settings which are applicable to live Chat.

For more information, see the article: Using the Chat dashboard with the Zendesk Agent Workspace.