Question

Am I using live chat or messaging?

Answer

Your widget and settings are in different locations depending on your setup and whether you're using live chat or messaging. You need billing admin or owner access to view plan settings and identify your plan type.

A Suite Team plan or higher has access to use Agent Workspace with either live chat or messaging. Zendesk_Suite_Plan.png
An older Chat Team plan has access to the standard agent interface and live chat. Chat_team_plan.png

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.
    Chat_dashboard_Chat_Status_Location_green_.png
  • 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).
    Chat_Web_Widget_Classic.pngWeb_widget_classic.png

For an overview of the interface in live chat in the standard agent interface, watch 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.

 Agent_Workspace_agent_status_location.jpg

If your account has omnichannel routing enabled, routing happens differently, and you set your agent status from your profile instead.

 New_profile_menu_with_OCR_turned_on.png
  • If you use the Web Widget (Classic) to embed chat on your website, it displays in the same way as in the Web Widget (Classic) in the standard agent interface.

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.

 Agent_Workspace_agent_status_location.jpg

If your account has omnichannel routing enabled, routing happens differently, and you set your agent status from your profile instead.

 New_profile_menu_with_OCR_turned_on.png
  • 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 ac_channels_iconChannels in the sidebar. When you use messaging, the widget settings are 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:

Example again.pngExample.png

If your widget doesn't look like the images above, you might be using the Web Widget with custom code or a different type of widget. To compare the widget options, see the articles: Which Zendesk widget do I have with my account and website?

For an overview of the live chat and messaging settings within the agent workspace, see the video below:

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