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 reply and article search.

Resolution steps

There are a couple of reasons that the option to start a chat might be unavailable on your widget. Try these troubleshooting steps to diagnose the problem in your widget.

Ensure that chat is enabled

Chat needs to be activated in order for it to appear as an option for your end users. If you have multiple administrators on your Zendesk account, it is easy for Chat to be accidentally disabled.

In Admin Center, click the Channels icon ( ) in the sidebar, then select Classic > Web Widget.

Turn the Chat toggle on and click Save

For more information on your widget settings, see the article: Configuring components in your Web Widget (Classic).

Make sure your agents are online

You need active agents who have their status set to Online for chat to appear on the widget.

In Agent Workspace, you set your status in Support. For instructions, see the article: Serving chats in Agent Workspace.

If you're not using Agent Workspace, set your status in the chat dashboard. For instructions, see the article: Configuring your chat availability settings.

Clear cache and cookies

Even when you adjust your widget settings and save the changes an outdated cache can prevent the changes from appearing. It's always a good idea to clear cache and cookies to ensure that nothing is interfering with your testing.