I only want my customers to interact with autoreply. Can I use Zendesk Chat without needing to have my agents respond?
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 autoreply. If you still want your customers to be able to submit support requests from the widget toggle on Contact form in your widget settings:
For more information on configuring autoreply in your widget, see the article: Enabling article recommendations in Web Widget (Classic).