Why can't I migrate to messaging?

Question

Why can't I use messaging?

Prerequisites

• Confirm you have the appropriate phase and plan level and have migrated to Agent Workspace. For more information, see the article: How do I update my legacy Chat account?
• Enable Agent Workspace.
• Provide chat access to at least one chat-enabled agent.
• Review the preparation for migration guide.

Answer

After confirming access and account preparation in the prerequisites above, you should be able to access messaging.

Enabling messaging involves three main components:

• Account enablement
• Brand enablement
• Widget enablement

Account enablement

Enable messaging at the account level.

1. Open Admin Center.
2. Go to Channels > Messaging and social > Messaging.
3. Click the Manage settings button.
4. Select the checkbox to Enable messaging for your account.
   

Brand enablement

Enable messaging on the brand where you want to use messaging.

1. Navigate back to your Messaging section of your settings as described in step one.
2. Click the Manage settings button.
3. Locate the section Turn on messaging for these Web Widget (Classic) brands.
4. Click the dropdown menu.
5. Add your brand.
   

Widget enablement

Activate messaging in the Web Widget or other social channels.

1. Navigate back to your Messaging section of your settings as described in step one.
2. Click the Add channel dropdown button.
3. Select Web Widget.
   
4. The Web Widget will be added to this available brand.
5. Complete the activation of your messaging Web Widget.

Now that messaging is turned on for your brand's Web Widget, you can add the widget to your help center or website and add a bot to your brand and create answers to common customer questions.

Video guide

See the video for a guided walkthrough of turning on messaging in your account:

Verification

Admins will know that messaging is turned on because:

• Admins can check the Admin Center and see the newly added Messaging section of settings and see that messaging is enabled. Migrating to messaging impacts your settings and where certain configurations are located, such as routing triggers.
  
  Tip: Messaging trigger access for Zendesk accounts is being moved from the Chat Dashboard to Admin Center in phases. If your messaging triggers do not appear in Admin Center as described in this article, see Chat triggers in Zendesk messaging. For more information on the move, see this announcement.
• Admins will notice a different bot-building experience in the bots section of Admin Center.
  
• Admins will see that the bot has a lot more capabilities because you can use the bot builder.
  

Agents will recognize the switch to messaging because:

• Agents will be able to deliver support without switching dashboards and will see that they are in a messaging conversation in the Agent Workspace.
  
• Agents will be able to send an email or send a message without leaving the workspace.
  

For more information, see the Zendesk Messaging for Agents training course.

Visitors to your help center will know that you're using messaging because:

• Visitors will be able to go through conditional, guided flows with answers to common questions.
  
• Visitors will have access to ongoing, persistent chats. The conversation history will always be available and they can jump back into a past conversation.
  

Additional resources

For more information, see these articles:

• Enabling messaging for migrating accounts
• Resources for migrating from live chat to messaging
• Why can't I find my live chat settings in messaging?
• How migrating to messaging impacts Chat settings
• Working with messaging bots for your web and mobile channels