Can I restrict live chat to a specific group of users on the help center?

How do I configure Web Widget (Classic) to offer live chat to specific users? Yes, you can offer chat support through the Web Widget (Classic) to specific users by following one of the methods described in this article.

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document.addEventListener('DOMContentLoaded', function () {
const toggleBtn = document.getElementById('master-toggle');

toggleBtn.addEventListener('click', function () {
const action = this.getAttribute('data-action');
const headers = document.querySelectorAll('.accordion');

headers.forEach(header => {
const isActive = header.classList.contains('active');
const panel = header.nextElementSibling; // Grabs the corresponding .panel container

if (action === 'expand' && !isActive) {
// Open it by simulating a standard click
header.click();
} else if (action === 'collapse' && isActive) {
// Close it by simulating a standard click
header.click();
}
});

// Flip button text and states
if (action === 'expand') {
this.setAttribute('data-action', 'collapse');
this.textContent = 'Collapse all tabs';
} else {
this.setAttribute('data-action', 'expand');
this.textContent = 'Expand all tabs';
}
});
});
Method 1: Use a hyperlink to navigate to the chat page directly

Create a user segment that contains all your VIP users
In the help center, create a category, section, and article. Set the article permissions so that it's only visible to that specific user segment

To create a link that opens a live chat window in a new browser tab:

Generate a chat link. See Can I create a direct link to a live chat popout window instead of using the widget?.
In the article, add a line that says Click here to chat.


This article and link serve as your VIP customers' method to open live chat. If you leave live chat disabled in the Web Widget (Classic), other users see the Web Widget (Classic), but only your VIP customers can access the link through the article to chat.
Method 2: Leverage the API to identify a user's organization and suppress the chat function when necessary
This method is more technical and requires adding custom code to your widget script. If you aren't familiar with creating custom code and API calls, you may need to enlist the help of a web developer to use this method.

Use the identify API to capture the user's organization information
Use the suppress feature in the Web Widget (Classic) API to either hide or show the widget based on the user's organization name

For more information, see the developer documentation: Restrictions and Responsibilities.
