Why can't I find my live chat settings in messaging?

Question

After I migrate my chat account to messaging, where are my live chat settings? Where do I set up my chat workflows in agent workspaces and messaging?

Answer

Accounts that previously used live chat and then enabled agent workspace and enabled messaging will need to set up similar workflows and configure chat settings in new locations.

With messaging instead of live chat, all conversations will be created in Support tickets. Your messaging settings appear in Admin Center.

See the detailed navigational differences below:

Where do I enable the widget?

Messaging

1. Open Admin Center
2. Go to Channels > Messaging and social > Messaging
3. Enable the Web Widget on your account

Live chat

1. Open Admin Center
2. Go to Channels > Classic > Web Widget
3. Select your Web Widget to open the settings
4. Enable the Web Widget (classic) under the Basics tab

Where do I find my widget code to install on my website?

Messaging

1. Open Admin Center
2. Go to Channels > Messaging and social > Messaging
3. Select a Web Widget and click the name of it to open settings
4. Under Installation tab, copy the code snippet
5. Install the Web Widget on your website

Live chat

1. Open Admin Center
2. Go to Channels > Classic > Web Widget
3. Select your Web Widget to open the settings
4. Under Installation tab, copy the code snippet
5. Add the Zendesk Chat widget to your website

Where do I add my widget to my help center?

Messaging

1. Open Admin Center
2. Go to Channels > Messaging and social > Messaging
3. Select your Web Widget channel and click the Installation tab
4. Install the Web Widget on your help center

Live chat

1. Open Admin Center
2. Go to Channels > Classic > Web Widget
3. Select your Web Widget to open the settings
4. Click the Installation tab
5. Add Web Widget (Classic) to your help center

Where do I customize my widget color, logo, etc...?

Messaging

1. Open Admin Center
2. Go to Channels > Messaging and social > Messaging
3. Select your Web Widget channel
4. Navigate to the Style tab
5. Configure the appearance of the Web Widget

Live chat

1. Open Admin Center
2. Go to Channels > Classic > Web Widget
3. Select your Web Widget to open the settings
4. Navigate to the Style tab
5. Configure components in the Web Widget (Classic)

Where do I create and assign roles to agents?

Roles created for Chat do not apply in Agent Workspace and messaging. Agents need to have Chat enabled to respond to messaging tickets and need a group assigned to them based on channel and other information.

Messaging

1. Open Admin Center
2. Go to People > Team members
3. Select your agent and under the Roles and access tab make sure they have Chat enabled
4. Additionally, you can add the agent to a group to be eligible for messaging tickets

Live chat

1. Open the product tray
2. Click the Chat icon
3. Select Settings > Roles
4. In this section, you can use Chat default roles and creating Chat custom roles and assigning agents

Where do I manage departments?

Messaging does not rely on Chat departments. After the migration to agent workspaces and messaging, agents are organized into Support groups.

Messaging

1. Open Admin Center
2. Go to People > Team > Groups
3. Create your groups and organize your team

Live chat

1. Open the product tray
2. Click the Chat icon
3. Select Settings > Departments
4. In this section of your account, you can create and edit departments and automatically route chats to departments

Where do I set operating hours?

Messaging does not rely on the Chat operating hours schedule. In messaging, set your operating hours in your business schedule.

Messaging

1. Open Admin Center
2. Select Objects and rules > Business rules > Schedules
3. Set up your business hour schedule

Live chat

1. Open the product tray
2. Click the Chat icon
3. Under Settings > Account
4. Click the Operating hours tab
5. Set up operating hours

Where do I set up routing?

Skills-based routing in live chat is not supported for messaging tickets. When messaging is enabled there are three elements that control how a messaging ticket is routed.

Messaging

1. Open the product tray
2. Click the Chat icon
3. Under Settings > Routing
4. Use the default Broadcast messaging routing configuration. You can also set up Support triggers based routing or omnichannel routing.

Note: When you have messaging with omnichannel routing enabled, the process for setting up routing and triggers is different from live chat routing. For more information, see the article: Routing messaging tickets and notifications.

Live chat

1. Open the product tray
2. Click the Chat icon
3. Under Settings, select Routing
4. Configure the notification routing method or enable skills routing. You can also route chats automatically to specific departments.

Where do I turn on conversation bot?

Activate messaging to allow you to expand bot's functionality of Article Recommendations in emails and ticket forms. Add the bot in bot builder flows within the Web Widget to include more customizable functionality.

Messaging

1. Open Admin Center
2. Select Channels > Messaging and social > Messaging
3. Select your Web Widget channel
4. Under the Responses tab, click Add an AI agent
5. Use AI agent builder to build a fully customizable bot and deploy it to your messaging channels. The AI agent can provide pre-configured answers, article suggestions, and other functionality.

Live chat

1. Open Admin Center
2. Select AI tray > AI agents > AI agents
3. Then click Manage AI agents for email and webform
4. Enable autoreply in Email and Web form

For more information, see the capabilities comparison matrix, impacted settings table, and evaluation checklist to understand if the functionality you're looking for exists in both products.

Video guide

See the video below on the different locations of roles, departments, operating hours, and routing:

See the video below on the widget settings locations:

Additional resources

• Which Zendesk widget do I have with my account and website?
• Messaging vs. live chat: Which is right for you?
• How migrating to messaging impacts Chat settings
• Enabling messaging for migrating accounts
• Migrating from live chat to messaging