Question

How do I turn live chat or messaging on or off? How do I go back to the previous version of live chat and turn off messaging? Can I disable messaging? Can I create multiple Web Widget?

Answer

This article includes these topics:

Understanding the experience

  • Are you using live chat or messaging?
  • Create multiple widgets at once

Live chat

  • Turn off live chat completely (with older accounts)
  • Turn off live chat and move to messaging
  • Turn off messaging and move back to live chat (with older accounts)

Messaging

  • Turn on messaging for the first time
  • Turn off messaging completely
  • Turn off messaging and move back to live chat (with older accounts)

Are you using live chat or messaging?

Live chat (Web Widget (Classic)) and messaging (Web Widget) are different widgets and their settings exist in different locations. Live chat is a legacy feature for chat and help center integration, whereas messaging includes social messaging, help center suggestions, bots and AI.

If you are not sure which product you are using, see this article: Am I using live chat or messaging?

Create multiple widgets at once

To use more than one type of widget at the same time, for example a widget on a website and a different widget on another:

  1. Use the multibrand feature to create multiple brands
    • If you do not see the option to create a brand, verify that your plan allows multiple brands
  2. If you created multiple brands, you can create multiple widgets from Admin Center, click Channels > Classic > Web Widget
  3. From that page, verify that you do not already have a widget for each brand before you attempt to create a new widget
  4. If you do not have a Web Widget for your brand, click Add channel and follow the instruction on the page

Turn off live chat completely (with older accounts)

To remove live chat from Zendesk, follow these steps:

  1. Remove the widget script from the source code of your website
  2. If you have a help center, turn off the Help Center setting that adds the Web Widget (Classic) to your help center

Live chat cannot be turned off from a setting.

Turn off live chat and move to messaging

To use messaging instead of live chat, follow these steps:

  1. Verify that your account meets the requirements to use messaging
  2. Create at least one agent to use Chat under their role permissions
  3. Verify that Agent Workspace is turned on
    • If you do not use Agent Workspace, migrate first
  4. In Admin Center, go to Channels > Messaging and social > Messaging
    • If your plan does not meet the plan requirements to use messaging, the option for Messaging will not appear
  5. In the widget list, click the name of your existing Web Widget (Classic)
    • If you see Web Widget instead of Web Widget (Classic) in the list, you are already using messaging
  6. At the top, select Turn on messaging
  7. A new page loads, configure your Web Widget appearance
  8. Customize your default messaging behavior
    • If you used Chat triggers in the the Chat dashboard, you can now create messaging triggers in Admin center instead
    • If you want to add an AI agent to your messaging channel, in the Responses tab, click Add an AI agent
      • You will use AI agent to build your conversation flow
      • The messaging response will be deactivated and replaced by the AI agent's standard responses
  9. Install the Web Widget on you website or help center
  10. New conversations will create Support tickets, which appear in your ticket views and can be searched in Support
  11. Route your tickets to different teams and agents of your choice
Note: Messaging provides a unique experience compared to live chat, with certain limitations. For more information, see the article: Limitations in the Zendesk Agent Workspace.

Turn on messaging for the first time

If you never used live chat, messaging exists by default in your account. Can configure it by following the steps below.

  1. In Admin Center, go to Workspaces > Agent Workspace > Ensure that Turn on agent workspace is ticked, this is a new user experience
    • If you do not use Agent Workspace, migrate first
  2. In the side panel, click Channels > Messaging and social > Messaging
  3. Click Manage settings > If the option isn't on, tick Turn on messaging for your account > Save settings
  4. Back to  Channels > Messaging and social > Messaging > Add channel > Web Widget
    • If you don't see the option, verify that a widget isn't on the list below. You may already use a Web Widget
  5. Add a Channel name
  • Add a privacy notice > Next
  • Email the Web Widget code to your developer team, so they can add it to the source code of your website when you are ready  > Next
  • Choose a color, title and logo > Next
  • A new page loads, configure your Web Widget appearance
  • Customize your default messaging behavior
    1. If you used Chat triggers in the the Chat dashboard, you can now create messaging triggers in Admin center instead
    2. If you want to add an AI agent to your messaging channel, in the Responses tab, click Add an AI agent
      1. You will use AI agent to build your conversation flow
      2. The messaging response will be deactivated and replaced by the AI agent's standard responses
  • Install the Web Widget on you website or help center
  • New conversations will create Support tickets, which appear in your ticket views and can be searched in Support
  • Route your tickets to different teams and agents of your choice
  • When you are ready to offer messaging, add the Web Widget to your help center, or add the Web Widget to the source code of your website

Watch the video below to learn how to enable messaging in your account.

Turn off messaging completely

To remove messaging from Zendesk, follow these steps:

  1. Remove the widget script from the source code of your website
  2. If you have a help center, turn off the setting that adds the Web Widget to your help center

Conversations on your website cannot be turned off from a setting.

Turn off messaging and move back to live chat (with older accounts)

Important: If you are not able to follow the steps below, you have an newer account with messaging by default and are not able to revert to live chat.

To remove messaging and return to live chat, follow these steps:

  1. In Admin Center, go to Channels > Messaging and social > Messaging
  2. In the widget list, click the name of your existing Web Widget
    • In the list, if you see Web Widget (Classic) instead of Web Widget, you are already using live chat
  3. Scroll down > click Installation and open that tab
  4. Click the Switch to Web Widget (Classic) red button
  5. A pop up will appear, click the Switch to Web Widget (Classic) red button
  6. If you created messaging triggers, configure Chat triggers instead
  7. You use the Agent Workspace experience, which means that new conversations will create Support tickets, which appear in your ticket views and can be searched in Support
  8. Route your tickets to different teams and agents of your choice
Powered by Zendesk