Workflow: Starting to take chats from the Web Widget (Classic)

In this guide, you will find the steps to follow so your agents can take live chats. Use this article if chats are not available in the Web Widget (Classic).

To ensure your agents can start using live chat, follow these steps:

• Step 1: Install the Web Widget (Classic) on your website
• Step 2: Verify that live chat is toggled on
• Step 3: Assign a Chat role to an agent
• Step 4: Ensure that your agents show an online status

Step 1: Install the Web Widget (Classic) on your website

1. In Admin Center, select Channels > Classic > Web Widget
2. On the Installation tab, copy the code with a dark blue background
   

   

3. In the source code of your website, after the header, paste that code
   Disclaimer: Zendesk does not support third-party websites. If you do not know where to edit the source code of your website, reach out to your third-party provider.

Step 2: Verify that live chat is turned on

1. In Admin Center, select Channels > Classic > Web Widget.
2. Select Chat.

   

3. Select Save

Step 3: Assign a Chat role to an agent

1. In Admin Center, select People > Team members
2. Select the name of the agent
3. For Chat, select Agent, then select the Access check box

   

4. Select Save

Step 4: Ensure that your agents show an online status

1. Ask your agents to open any Zendesk product
2. Select the Zendesk product icon () in the top bar, then select Support.
3. Select the conversation icon (), then select the Online status
   
   Note: If you do not use the agent workspace, ask your agents to log in from the Chat product. In the top bar, agents can click the Zendesk product icon (), then select Chat > Online.

For more information, see these articles:

• Serving chats in the Zendesk Agent Workspace
• Adding Web Widget (Classic) to your website or help center