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Live chat agent guide


Using structured messages in Zendesk Chat

What's my plan? The structured messaging feature in Zendesk Chat allows you to provide elements that enhance ...

Edited Jun 21, 2024

6 votes  ·  6 comments

6

Votes

6

Comments


Editing your personal settings in Zendesk Chat + Support accounts

What's my plan? You can modify your own personal settings in Zendesk Chat. These settings affect only your p...

Edited Jun 21, 2024

0 votes  ·  0 comments

0

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0

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Changing your chat sounds and notification settings

What's my plan? You can edit your different chat notification settings, including desktop notifications, notificati...

Edited Jun 21, 2024

3 votes  ·  27 comments

3

Votes

27

Comments


Hiding credit card numbers in chats and chat history

Using the automatic credit card number redaction feature, you can automatically hide credit card numbers when chattin...

Edited Jan 03, 2023

8 votes  ·  5 comments

8

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5

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Exporting Chat Conversion Tracking data

What's my plan? If you want to export the raw past conversion data being recorded from enabled Goals, you have a coup...

Edited Jun 21, 2024

2 votes  ·  0 comments

2

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0

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Serving chats in the Chat dashboard

What's my plan? This article describes how to interact with customers, as well as other agents, through the d...

Edited Jun 21, 2024

12 votes  ·  8 comments

12

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8

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Editing your personal settings in Zendesk Chat Standalone accounts

What's my plan? You can modify your own personal settings in Zendesk Chat. These settings affect only your profile, a...

Edited Jun 21, 2024

7 votes  ·  0 comments

7

Votes

0

Comments


Configuring your chat availability settings

What's my plan? When you're signed into Zendesk Chat, you can configure a number of settings related to your availab...

Edited Jun 21, 2024

11 votes  ·  32 comments

11

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32

Comments


Inserting common phrases with shortcuts

What's my plan? With shortcuts, you can save typing time by inserting common phrases with just a few keys. Fo...

Edited Jun 21, 2024

13 votes  ·  27 comments

13

Votes

27

Comments


Navigating the dashboard with keyboard shortcuts

What's my plan? Switch between multiple chats more quickly without using a mouse with keyboard shortcuts. You can a...

Edited Aug 29, 2024

3 votes  ·  4 comments

3

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4

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Viewing past Chat conversations in Web Widget (Classic)

If you are authenticating visitors, visitors on your site will now be able to see past chat conversations in ...

Edited Jan 03, 2023

6 votes  ·  15 comments

6

Votes

15

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Sending files in a chat

What's my plan? With file sending, agents and visitors can add screenshots and other relevant files directly to a ...

Edited Jun 21, 2024

4 votes  ·  14 comments

4

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14

Comments


Adding tags to chat sessions

What's my plan? Adding tags to chats helps agents organize and sort them. Agents can select relevant tags to add to...

Edited Jun 21, 2024

5 votes  ·  0 comments

5

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0

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Banning visitors from accessing Chat

What's my plan? You can ban visitors so that they can't access the Chat w...

Edited Jun 21, 2024

2 votes  ·  17 comments

2

Votes

17

Comments


Understanding high load-related announcement banners in the Chat dashboard

If your Zendesk Chat account experiences high surges of traffic during the year (on Black Friday, for ...

Edited Feb 24, 2022

4 votes  ·  0 comments

4

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0

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