Use this guide to help your agents take live chats. Use this article if chats do not appear in the Web Widget (Classic).

To make sure your agents can start live chat, follow these steps:

  • Step 1: Install the Web Widget (Classic) on your website
  • Step 2: Verify that live chat is turned 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

    Installation.png

  3. In your website's source code, paste the code after the header

    Disclaimer: Zendesk does not support third-party websites. If you do not know where to edit your website's source code, contact 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

    Chat.png

  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

    Role.png

  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 (Icon.png), then select the Online status
    Online.png

    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 select the Zendesk product icon (), then select Chat > Online.

For more information, see:

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