How do I enable or disable live chat or messaging in my Zendesk account?

Question

How do I turn live chat or messaging on or off?

Answer

Live chat and messaging settings are in different locations. If you are not sure which product you are using, see this article: Am I using live chat or messaging?

This article includes:

• Turn on live chat
• Turn off live chat
• Turn on messaging
• Turn off messaging

Turn on live chat

1. In Admin Center, click Channels > Classic > Web Widget.
2. If you have multiple brands, select the brand you want to turn on live chat for.
3. Go to the Basics tab and check Chat to turn on live chat.
   
4. Configure the role permissions for the appropriate agents to use Chat.
5. Add the Web Widget (Classic) to your help center or company website.
6. Have at least one agent set to Online to receive live chats.

• If you are using Agent Workspace, you set your agent status from the Support interface.
  Watch the video below for a walkthrough of how to enable live chat in Agent Workspace.
• If you are using the classic Support interface, you set your agent status from the Chat dashboard. Open the products icon and select Chat to navigate to the dashboard.
  Watch the video below for a walkthrough of how to enable live chat in the standard interface.

Note: If you are testing live chat as both an agent and as an end user at the same time, open the widget in a new private browser window for the chat function to appear after you set yourself to Online.

Turn off live chat

1. In Admin Center, click Channels > Classic > Web Widget.
2. If you have multiple brands, select the Brand you want to edit.
3. Go to the Basics tab and uncheck Chat to turn off live chat.
4. Click Save.

If you want to remove the Web Widget (Classic) entirely rather than only removing the live chat function, remove the widget script from your website and disable the setting to add the Web Widget (Classic) to your help center. 

Turn on messaging

1. Check and make sure your account meets the requirements to use messaging.
2. Enable at least one agent to use Chat under their role permissions.
3. 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.
4. Select an existing Web Widget (Classic) and select Turn on messaging.
5. In Admin Center, navigate to Bots and automation > Bots.
6. Set up the bot conversation elements and answer pathways that you wish to offer from bot builder. Before doing so, build out your help center with content for bot builder to suggest.
7. When you are ready to offer messaging, enable the Web Widget on your help center, or embed the widget code directly on your own website. For more information, see the article: Installing the Web Widget for messaging.

Note: Messaging provides a unique experience compared to Chat, offering distinct advantages as well as certain limitations. For more information, see the article: Limitations in the Zendesk Agent Workspace.

Some settings for messaging, such as messaging triggers, are configured in Admin center instead of the Chat dashboard.

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

Turn off messaging

1. In Admin Center, click Channels > Messaging and Social > Messaging.
2. Select Manage settings at the top of the page.
3. Under Turn on messaging for Web Widget, delete the brand you want to disconnect.
4. Select Save.

Note: If you have a newer account with messaging enabled by default, you aren't able to deactivate messaging.

Watch the video below for a walkthrough of how to disable messaging.

To remove the Web Widget entirely rather than only removing the messaging function, remove the widget script from your website and disable the setting to add the Web Widget to your help center.