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General questions about live chat

Questions about using and managing live chat. Content includes articles about live chat settings, expected behaviours for chat functionality, questions about chats in Agent Workspace, questions about subscription and licensing for live chat, questions about handling live channel volume as a managers, and other commonly asked questions.


I can't see a Chat API created by another admin

Issue symptoms I can't see a Chat API created by another admin on the account. Resolution steps Chat API tokens gener...

Edited Dec 09, 2024

1 vote  ·  0 comments

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Can I create a shortcut in chat for only a visitor's first name?

Question Can I create a shortcut in live chat for only the visitor's first name instead of the visitor's full name? A...

Edited Apr 06, 2023

0 votes  ·  1 comment

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What chat events appear in the API when using the ticket comments endpoint?

Question I am using the ticket comments endpoint when viewing chat ticket comments. What chat events should I expect ...

Edited Feb 21, 2023

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Can I start an internal chat with another agent?

Question How do I chat with another agent in Agent Workspaces? Can my agents chat back and forth internally? Is there...

Edited Dec 02, 2022

1 vote  ·  1 comment

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How can I oversee conversations in messaging and live chats?

Question I work as a manager in my company and I need help understanding how I can oversee live chat or conversations...

Edited Dec 10, 2024

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How can I stop chat transcripts from being sent to my agent email?

Question Whenever a chat ends, I receive an emailed transcript to my agent email. How can I stop these emails? Answe...

Edited Nov 28, 2022

0 votes  ·  0 comments

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How long does it take for a missed chat to be created as a ticket?

Question How long does it take for a missed chat to be created as a ticket? Answer Zendesk creates a ticket for chats...

Edited Aug 30, 2023

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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 loc...

Edited Nov 20, 2024

0 votes  ·  1 comment

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How do I transfer a Chat license when there is only one agent?

Question We only have one license for Zendesk Chat and are trying to transfer this to another member of the team. How...

Edited Aug 02, 2024

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How do I add live chat or messaging into my custom mobile app?

Question I have a custom mobile app that I want to connect to Zendesk Chat. How do I integrate the live chat or messa...

Edited May 09, 2024

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Am I using live chat or messaging?

Question Am I using live chat or messaging? Answer Your widget and settings are in different locations depending on y...

Edited Aug 15, 2024

0 votes  ·  2 comments

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Why do I suddenly have Chat on my account?

Question My team has never utilized Chat with Zendesk, but I notice that it is now on my account. Why do I suddenly h...

Edited Nov 16, 2022

1 vote  ·  0 comments

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How can I retrieve the chat ID from the History tab?

Question How can I retrieve the chat ID from the History tab? Answer The chat ID is a unique chat session identifier ...

Edited Jan 15, 2024

1 vote  ·  2 comments

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Can I add additional fields on my pre-chat form?

Question Can I add additional fields to my pre-chat form? Answer Natively it's not possible to add additional fields ...

Edited Aug 04, 2023

6 votes  ·  2 comments

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Why is there a discrepancy between accepted and served chats?

Question Why is there a discrepancy between accepted and served chats and how does this affect the acceptance rate? A...

Edited Jul 28, 2023

7 votes  ·  6 comments

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How do I customize who receives offline chat email notifications?

Question How can I disable the notifications about offline messages in Chat that all agents get in their mailboxes? A...

Edited Jan 18, 2024

10 votes  ·  13 comments

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Why is there a discrepancy in Served chats between Analytics and Explore?

Question Why does the number of Served chats in Chat Analytics dashboard differ from Zendesk Explore? Answer Analyti...

Edited Nov 15, 2023

4 votes  ·  5 comments

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Can I send proactive greetings via Chat Triggers using the Chat Mobile SDK?

Question Can I send proactive greetings via Chat Triggers using the Chat Mobile SDK? Answer Disclaimer: This article...

Edited Jan 19, 2023

0 votes  ·  4 comments

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How do I set the Chat dashboard timezone?

Question How can I set my timezone for the Chat analytics and operating hours in the dashboard? Answer Log in to t...

Edited Aug 21, 2024

1 vote  ·  4 comments

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How do I find my Chat Account Key?

Question How do I find the Zendesk ID for my Chat account? An integration, plugin, or mobile app that I am trying to ...

Edited Oct 06, 2023

4 votes  ·  8 comments

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How can I know which tickets originated through the chatbot app?

Question How can I know which tickets originated through my chatbot app? Answer Add a tag to your chats to then iden...

Edited Nov 16, 2023

1 vote  ·  0 comments

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Can I set the Chat language from a direct chat link?

Question Can I set the Zendesk Chat language from a direct chat link? Answer Yes, to do so simply add the language c...

Edited Jan 18, 2024

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Can I take chats and view tickets in the same interface?

Question I want my team to not have to change windows when taking chats and looking at tickets. Can I do this with Ze...

Edited Dec 22, 2022

1 vote  ·  0 comments

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How do agents sign in to the mobile Chat app?

Question How do agents sign in to the mobile Chat app? Answer This depends on how your Chat account was created and ...

Edited Jan 30, 2024

2 votes  ·  2 comments

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How do I link my Chat-only account with my Zendesk Support account?

Question How do I link my Legacy Zendesk Chat account with my Zendesk Support account? Answer In the Zendesk Product...

Edited Aug 22, 2024

8 votes  ·  4 comments

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How do Chat-only agents log in to Chat?

Question How do Chat-only agents log in to Zendesk Chat? Answer Chat-only agents have specific roles that allow them ...

Edited Jan 15, 2024

6 votes  ·  0 comments

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Where can I get a detailed list of banned Chat visitors?

Question I can find a list of the 1000 last bans in my Chat account, but I can only see the visitor's IP and the reas...

Edited Nov 10, 2022

4 votes  ·  0 comments

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How can I offer Zendesk Chat on multiple websites?

Question Can I offer live chat on multiple websites? Can I use the same Zendesk account to add my widget in differen...

Edited Jan 19, 2024

3 votes  ·  0 comments

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What is the difference between dropped chats and missed chats?

Question What is the difference between dropped chats and missed chats? Answer Dropped chats are the number of chats ...

Edited May 08, 2023

5 votes  ·  16 comments

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What is the difference between Support business hours and Chat operating hours?

Question What is the difference between the business hours I can schedule in Support and the operating hours I can se...

Edited Oct 28, 2024

4 votes  ·  6 comments

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