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How to manage the widget for live chat

Articles that answer questions and solve issues regarding the widget live chat. Includes customization content and troubleshooting steps for common issues regarding the widget.


Can I turn my chats into tickets when I am offline?

Question Can I turn my chats into tickets when I am offline? How can I give my customers the option to submit a ticke...

Edited May 21, 2024

2 votes  ·  0 comments

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Why is the contact form missing from Web Widget (Classic)?

Issue symptoms I cannot find the Contact form option on the Basics tab in Admin Center > Channels > Classic Widget. W...

Edited Nov 02, 2023

0 votes  ·  0 comments

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How long does it take for an agent using the Zendesk Agent Workspace to answer a chat?

Question How are customers able to chat with agents who are using the Zendesk Agent Workspace? Answer When using the ...

Edited Nov 26, 2024

0 votes  ·  0 comments

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Why are my customers being served articles instead of a chat?

Question When users want to access our chat they run into a "Help" panel and receive articles from our help center in...

Edited Nov 22, 2023

0 votes  ·  0 comments

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The chat option or Get in touch button is not appearing on my widget

Issue symptoms The option to start a chat is unavailable on my website Web Widget (Classic). I only see the auto repl...

Edited Oct 10, 2023

0 votes  ·  0 comments

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Can I turn off chat when no staff is online?

Question How can I stop my customers from starting chats when I don't have any agents working? Can I hide the widget ...

Edited Jul 22, 2024

0 votes  ·  0 comments

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How do I add departments to the pre-chat form?

Question I enabled the pre-chat form and created a department in Chat. How do I add the departments to the pre-chat f...

Edited Aug 15, 2024

0 votes  ·  0 comments

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Does Zendesk automatically translate the offline greeting message in the Chat widget?

Question I want to support multiple languages and translate the offline message for live Chat within the Web Widget (...

Edited Aug 21, 2024

0 votes  ·  0 comments

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Why am I getting an error "Couldn't load messages" when embedding the Web Widget script to Google sites?

Question I received the following error when trying to embed the Web Widget script on our Google site: Couldn't load ...

Edited Jan 22, 2024

0 votes  ·  0 comments

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Can I hide the department field on the pre-chat form?

Question Is it possible to completely hide the department field called Choose a department on the pre-chat form? Answ...

Edited Dec 13, 2022

9 votes  ·  14 comments

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Vertical and horizontal offset of the Zendesk Web Widget (Classic)

Issue symptoms After adding the Web Widget (Classic) to my website, I notice that the widget covers other buttons on ...

Edited Jan 16, 2024

0 votes  ·  0 comments

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Is it possible to have a message appear in a live chat when somebody clicks on the widget?

Question We do not want the widget to open automatically. Is it possible to have a message appear in a live chat when...

Edited Jan 22, 2024

1 vote  ·  0 comments

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How can I hide the email transcript option in the chat menu?

Question How can I hide the email transcript option in the chat menu from my customers? Answer Implement the custom c...

Edited Aug 15, 2024

0 votes  ·  5 comments

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How do I manually install the Zendesk Chat widget in my Shopify store?

Question How do I manually install the Chat widget in my Shopify store? Answer Follow the steps below to install the ...

Edited Aug 21, 2024

7 votes  ·  0 comments

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What's considered a good loading time for the Chat widget?

Question What's considered a good loading time for the legacy Chat widget, or the Web Widget (Classic)? Answer A load...

Edited Jan 22, 2024

4 votes  ·  0 comments

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How can I stop a spam attack coming from the Chat widget?

Question My account received thousands of tickets coming from our Chat widget. How can I stop this spam attack? Answe...

Edited Oct 15, 2024

2 votes  ·  6 comments

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How do I hide live chat on certain pages of my website, but keep it on others?

Question I need to hide or remove the option to chat with my agents from some pages of my website but keep it on othe...

Edited Jan 22, 2024

7 votes  ·  6 comments

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How do I customize the pre-chat form?

Question What information can I collect about my customers on the pre-chat form on the Chat widget? Answer Tip: If ...

Edited Aug 07, 2024

0 votes  ·  9 comments

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Troubleshooting issues with offline messages and Chat

In Zendesk, use this guide if you experience any of the issues below: You only receive offline messages and no live ...

Edited Oct 24, 2024

1 vote  ·  0 comments

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What are my chatbot options with Zendesk?

Question My company is pursuing a chatbot solution. How can we do that using Zendesk? Answer Depending on the level o...

Edited May 10, 2023

4 votes  ·  15 comments

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My widget disappears when my Chat agents are offline

Issue symptoms Whenever my agents log off, my website or help center no longer shows Web Widget (Classic). How can I ...

Edited Jan 17, 2024

2 votes  ·  1 comment

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Why can’t I find the hide widget option on live chat?

Question Why can’t I find the Turn off Chat widget option on my Chat settings? Answer The Turn off Chat widget option...

Edited Nov 22, 2024

0 votes  ·  0 comments

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Troubleshooting the Web Widget (Classic) widget on your website

If the Web Widget (Classic) no longer appears on your website, multiple causes can exist. Use this troubleshooting gu...

Edited Oct 15, 2024

0 votes  ·  2 comments

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Can I configure the Web Widget (Classic) to present Chat on my webpage only when a specific department is online?

Question The routing workflow using triggers described in the article Automatically route chats to departments does n...

Edited Nov 21, 2022

9 votes  ·  24 comments

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How do I make the widget open up directly to a live chat session when my customer loads my webpage?

Question I don't want my widget minimized and to require a click to open chat when a customer first visits my website...

Edited Oct 24, 2022

0 votes  ·  5 comments

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How do I ensure the pre-chat form is presented to a visitor if they time out then reconnect?

Question When a visitor's chat connection times out but they do not close the window or tab that the widget is loaded...

Edited Apr 24, 2024

3 votes  ·  5 comments

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