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

Katie Dougherty
  • Edited
Zendesk Digital Resources Team

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. 

See the detailed navigational differences below: 

  • Where do I enable the widget?
  • Where do I find my widget code to install on my website?
  • Where do I add my widget to my help center?
  • Where do I customize my widget color, logo, etc...?
  • Where do I create and assign roles to agents?
  • Where do I manage departments?
  • Where do I set operating hours?
  • Where do I set up routing?
  • Where do I turn on conversation bot?

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.

Enable widget

Widget code

Add to help center

Customize widget

Set up roles

Add departments

Operating hours

Routing

Conversation bot

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.

messaging_enable_widget.png

Live chat

  1. Open Admin Center.
  2. Go to Channels > Classic > Web Widget.
  3. Under the Customization tab, enable the Web Widget (classic).

live_chat_enable_widget.gif

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. Open your Web Widget channel and click the Installation tab.
  4. Copy the code snippet.
  5. Install the Web Widget on your website. 

code_snippet_messaging.png

Live chat

  1. Open Admin Center.
  2. Go to Channels > Classic > Web Widget.
  3. Locate the Setup tab in the Web Widget (Classic) settings.
  4. Copy the code snippet.
  5. Add the Zendesk Chat widget to your website.

widget_script_live_chat.png

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.
  4. Install the Web Widget on your help center.

add_widget_to_help_center_messaging.png

Live chat

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

add_widget_to_help_center_chat__2_.png

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.

customize_widget_messaging.gif

Live chat

  1. Open Admin Center.
  2. Go to Channels > Classic > Web Widget.
  3. Navigate to the Customization tab.
  4. Configure components in the Web Widget (Classic). 

customize_widget_chat.gif

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.

enable_chat_access.png

Live chat

  1. Open Admin Center.
  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.

roles_live_chat.png

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. 

create_groups.png

Live chat

  1. Open Admin Center.
  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.

add_departments.png

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.

add_schedule.png

Live chat

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

turn_on_operating_hours.png

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 Admin Center.
  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.

routing_settings_for_messaging.png

Live chat

  1. Open Admin Center.
  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.

skills_routing_in_live_chat.png

Where do I turn on conversation bot?

Enabling messaging allows 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 a bot.
  5. Then navigate to the Bots and automations section and select Bots.
  6. Use bot builder to build a fully customizable bot and deploy it to your messaging channels. The bot can provide pre-configured answers, article suggestions, and other functionality.

publish bot

Live chat

  1. Open Admin Center.
  2. Select Channels > Bots and automations ;> Bots.
  3. Under Autoreply, click Manage autoreplies.
  4. Enable autoreply in Email and Web form.

Autoreplies webform.gif

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

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