Question
Am I using live chat or messaging?
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 and to identify your plan type.
A Suite Team plan or higher has access to use the Agent Workspace with either live chat or messaging. | |
An older Chat Team plan has access to the standard agent interface and live chat. |
To determine which product feature you use, see the sections below:
- Live chat in the standard agent interface
- Live chat in Agent Workspace
- Messaging in the Agent Workspace
Live chat in the standard agent interface
- With live chat in the standard agent interface, your agents serve chats and set their online status from the Chat dashboard. To open the dashboard, use the products icon.
- For most live chat accounts, you 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).
For an overview of the interface in live chat in the standard agent interface, see the video below.
Live chat in Agent Workspace
- Agent Workspace moves the live chat channel to the Support interface and changes the location of specific settings for agents.
Within Agent Workspace, you set your status for live chat from the top of your interface. |
|
If your account has omnichannel routing enabled, routing happens differently, and you set your agent status from your profile instead. |
- If you use the Web Widget (Classic) to embed chat on your website, it will display in the same way as in the Web Widget (Classic) in the standard agent interface.
For an overview of the live chat and messaging settings within the agent workspace, see the video below:
Messaging in Agent Workspace
- Messaging requires you to enable Agent Workspace. Likewise in live chat in Agent Workspace, your agents work in the Support interface.
Within Agent Workspace, you set your status for messaging from the top of your interface seen here on the right. |
|
If your account has omnichannel routing enabled, routing happens differently, and you set your agent status from your profile instead. |
- Most accounts with messaging use the Web Widget, or embed social messaging across multiple social media channels.
- To check if you are using messaging and its Web Widget, in Admin Center, click Channels in the sidebar. When you use messaging, you will find your widget settings under Messaging and social > Messaging. These settings control the elements for Web Widget and messaging.
- If you have messaging, you also set up messaging triggers in Admin Center instead of triggers on the Chat dashboard.
To understand if you are currently using the Web Widget, compare your widget to see if the appearance is similar to the image below:
If your widget does not look similar to the images above, you may be using the 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 more information on plan types and the differences between messaging and live chat, see the articles:
For an overview of the live chat and messaging interface within the agent workspace, see the video:
If you need to update or change your subscription, see the articles: