Can I have a bot-only widget?

Question

I only want my customers to interact with autoreply. Can I use Zendesk Chat without needing to have my agents respond?

Answer

Yes, you can configure the Web Widget (Classic) to be self-service only. With this configuration, your customers would only interact autoreply and would not be given the option to chat.

To configure an autoreply only widget

In Admin Center, click () Channels in the sidebar, then select Classic > Web Widget.
Toggle off Chat and toggle on Article Recommendations

This configuration removes Chat with an agent as an escalation path in auto-reply. If you still want your customers to be able to submit support requests from the widget toggle on Contact form in your widget settings:

Note: AI agents are available on a trial basis and also allow you to use AI-powered bots.

For more information on configuring autoreply in your widget, see the article: Enabling article recommendations in Web Widget (Classic).