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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.


What happens when my chat operating hours end and an agent still has an active chat?

Question What happens when the operating hours end and an agent still has an active chat? Answer When the operating...

Edited Apr 14, 2023

0 votes  ·  6 comments

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How do I cancel my Zendesk Chat subscription?

Question How do I cancel my Zendesk Chat, formerly known as Zopim, subscription? Answer This depends on how your Chat...

Edited Jan 15, 2024

11 votes  ·  25 comments

11

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25

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Can I integrate multiple Chat accounts into one Support account?

Question Can I have multiple Chat accounts integrated with one Support account? Answer No, it is not possible to hav...

Edited Jan 19, 2024

2 votes  ·  1 comment

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Can I have a Chat-only agent using Agent Workspace?

Question I am using the Zendesk Agent Workspace and I want to create Chat-only agents for my account. Can I do this? ...

Edited Sep 16, 2024

2 votes  ·  3 comments

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Do I need an agent seat to manage the admin settings of my Chat account?

Question Do I have to use a chat agent seat to manage the admin settings of my Chat account? Answer Zendesk does not ...

Edited Jan 19, 2024

0 votes  ·  0 comments

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Can I use live chat on my WordPress website?

Question Can I use live chat with a WordPress website and send proactive messages? Answer Yes, you can use live chat...

Edited Jan 19, 2024

0 votes  ·  0 comments

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Zendesk Chat asking for username and password

Question I usually don't need to enter a username and password to sign in to Chat. It automatically logs me in if I'm...

Edited Jan 19, 2024

6 votes  ·  1 comment

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Can my agents have separate roles in Chat and Support?

Question Is it possible for my agents to have separate roles for Chat and Support? For example, could I make someone ...

Edited Nov 14, 2022

1 vote  ·  0 comments

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Which agent is assigned a chat ticket when multiple agents helped on the same chat?

Question When multiple agents assist on a chat, how does Zendesk know who to assign the ticket to? Can I configure th...

Edited Jan 19, 2024

0 votes  ·  0 comments

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What is the agent experience with assigned and broadcast chat routing?

Question When setting up chat routing, there are multiple options. What is the difference between them from an agent'...

Edited Jul 11, 2024

1 vote  ·  0 comments

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When is my live chat option available to my customers?

Question When is my live chat option available to my customers? How can I reference a schedule for my agent's availab...

Edited May 10, 2023

0 votes  ·  4 comments

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When do chats time out?

Question What is the expected behavior for chat sessions to time out? When do idle conversations time out? Why can't ...

Edited Jan 15, 2025

13 votes  ·  36 comments

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Why does Chat update the assignee or group of an ended chat?

Question Why does Zendesk Chat update the assignee or group of a recently ended chat? Answer When a Chat ends, the in...

Edited Jan 19, 2024

9 votes  ·  3 comments

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Where is my customer’s Chat visitor path located in the Zendesk Agent Workspace?

Question Where is my customer’s Chat visitor path information located in the Zendesk Agent Workspace? Answer In the A...

Edited Aug 02, 2024

1 vote  ·  3 comments

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How does the Chat mobile app work?

Question How does the mobile Chat app work? What features from the desktop web application are available on it? Answe...

Edited Jul 28, 2023

2 votes  ·  7 comments

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Workflow: Set up a lunch schedule for Zendesk Chat

Create multiple schedules with operating hours to set an offline schedule that serves as a lunch break for your Chat ...

Edited Oct 14, 2024

8 votes  ·  9 comments

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How can I send chat transcripts manually or automatically?

Question Can end users manually request chat transcripts in messaging? How can I manually send chat transcripts to cu...

Edited May 21, 2024

2 votes  ·  14 comments

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With the Zendesk Agent Workspace, is it possible to serve chats from the dashboard?

Question On an account with the Zendesk Agent Workspace enabled, is it possible to serve chats from the Chat dashboar...

Edited Jan 19, 2024

0 votes  ·  0 comments

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How does Google Translate work with Chat?

Question What are some of the key features of Google Translate on Chat? Answer Admins can choose to enable or disable...

Edited Nov 22, 2023

8 votes  ·  5 comments

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How can I answer chat requests after hours in the Agent Workspace?

Question Operating hours have ended and we still have chats in the queue. How can I manually answer chat requests tha...

Edited Jun 19, 2023

3 votes  ·  0 comments

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