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 to serve chats in your Zendesk account, but will not occupy a Support agent license. Where they log in is dependent on how your Chat and Support accounts are integrated:

“Phase 3” and “Phase 4” describe how Zendesk Chat authentication is connected to Zendesk Support. In both phases, Chat authentication is integrated with Support, meaning users sign in through your Zendesk Support account rather than using separate Chat credentials. If you are unsure which phase your account uses, see Determining your Zendesk Chat account version.

Phase 3Chat accounts are created from within Support (if you click on the Chat icon and are automatically logged in without entering new credentials, you have a Phase 3 account).

Chat-only agents for Phase 3 accounts login at: yoursubdomain.zendesk.com.

To go to the Chat dashboard, click the Chat icon in the Product Tray.

If using the mobile app, Chat-only agents must first log in to the Support mobile app, then they can authenticate into the Chat mobile app.

Phase 4 Chat accounts are similar to Phase 3 accounts, as their authentication system is integrated within Support.

Chat-only agents for Phase 4 accounts login at: yoursubdomain.zendesk.com.

If you have trouble determining your Zendesk Chat account version, see the article: Determining your Zendesk Chat account version.

Note: If you are receiving an error message stating that chat is not enabled for you while logging in, see the article: How can I fix "Zendesk Chat is not enabled for you" error?