Question
Am I using live chat or messaging? How do I find my Chat plan and settings?
Answer
Your widget and settings will be in different locations depending on your setup and if you're using live chat or messaging. You'll need billing administrator or owner access to view plan settings.
Identify your plan
First, identify your plan type by viewing your subscription page in Admin Center > Account > Billing > Subscription. If you're a billing administrator, you can also select your account using this button to navigate directly to your subscription page:
Under Current Subscription, you'll see your current Chat plan information. This plan type and plan level determine which features you can configure.
| A Suite Team plan or higher has access to use messaging. | |
| An older Chat Team plan using the classic interface instead of agent workspace, or a legacy Chat plan through account.zopim.com or dashboard.zopim.com does not have access to messaging and will have live chat instead. |
For more information on plan types and the differences between messaging and live chat, see the articles:
Depending on your plan type, you will have access to use either live chat or messaging. The account requirements for messaging are listed in the article: About messaging. To determine which product feature you have and see the visual differences, click the buttons below:
Live chat in the classic interface
Live chat in Agent Workspace
Messaging in Agent Workspace
Live chat with the classic Support interface
When using the classic Support interface with live chat, you will serve chats and set your online status from the Chat dashboard instead of the Agent Workspace interface, as seen below:
To open the dashboard, use the products icon in the top right corner and select Chat.
If you have an account with Support and Chat, open Admin Center and click 
Channels in the sidebar. If you are using live chat, you will find your widget settings under Classic > Web Widget. These settings control the setup for Web Widget (Classic).
- In both live chat and messaging, personal notification settings are controlled from the Chat dashboard instead of Admin Center.
For most live chat accounts, you will use the Web Widget (Classic) to embed chat on your website. Compare your account's widget to the images below to see if you currently use Web Widget (Classic).
If your widget does not look similar to the images above, you may have a Web Widget (Classic) with custom code added or use a different type of widget. To compare the other widget options, see the articles:
For an overview of the interface in live chat in the classic Zendesk interface, see the video below:
Live chat with Agent Workspace
Agent Workspace moves the live chat channel to the Support interface and changes the location of specific settings for agents.
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Within Agent Workspace, you will set your status for live chat from the top of your interface, seen here on the right. |
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If your account has omnichannel routing enabled, routing happens differently, and you will set your agent status from your profile instead. For more information, see the article: Setting your agent status with omnichannel routing. |
For most accounts using live chat, you will use the Web Widget (Classic) to embed chat on your website.
Open Admin Center and click Channels in the sidebar. If you are using live chat, you will find your widget settings under Classic > Web Widget. These settings control the setup for Web Widget (Classic).
- In both live chat and messaging, personal notification settings are controlled from the Chat dashboard instead of Admin Center.
Compare your account's widget to the images below to see if you currently use Web Widget (Classic).
If your widget does not look similar to the images above, you may have a Web Widget (Classic) with custom code added or you could be using a different type of widget. To compare the different widget options, see the articles:
For an overview of the live chat and messaging settings within Agent Workspace, see the video below:
Messaging with Agent Workspace
Messaging requires you to enable Agent Workspace. Check your interface if you have enabled Agent Workspace to ensure the following content is applicable.
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Within Agent Workspace, you will set your status for messaging from the top of your interface seen here on the right. |
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If your account has omnichannel routing enabled, routing happens differently, and you will set your agent status from your profile instead. For more information, see the article: Setting your agent status with omnichannel routing. |
Most accounts with messaging use the Web Widget, as seen below, or embed social messaging across multiple social media channels.
To check if you are using a Web Widget, open Admin Center and click Channels in the sidebar. When you are using messaging, you will find your widget settings under Messaging and social > Messaging. These settings control the elements for Web Widget and messaging.
- In both live chat and messaging, personal notification settings are controlled from the Chat dashboard instead of Admin Center.
To see if you are currently using the Web Widget, compare your widget to see if the appearance is similar to the images below:
If your widget does not look similar to the images above, you may have a Web Widget with custom code added, or you could be using a different type of widget. To compare the different widget options, see the articles:
- Comparing the Zendesk Web Widgets
- Which Zendesk widget do I have with my account and website?
- Why can't I find my live chat settings in messaging?
For an overview of the live chat and messaging interface within Agent Workspace, see the video:
If you need to update or change your subscription, see the articles:
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