How do I verify that agents who receive “Zendesk Chat is not enabled for you” have the correct permissions?

Question

How can I ensure my agents have the correct permissions in live chat? Why do I receive the message Zendesk Chat is not enabled for you when I launch the Chat dashboard? How do I sign in?

Answer

This message appears when Chat is turned off for the agent's profile. An admin can manage which agents can access Chat through Admin Center. If you aren't an admin, an admin can manage this setting. See How can I locate my admin.

To turn on Chat on your own profile:

From the Support dashboard, click your Avatar in the top-right corner and select View profile

In the left panel, next to Role, click Manage in Admin Center

Click the checkbox under Access for Chat. Select Agent or Admin as needed.

Click Save

Note: When the only Chat seat is turned off, another admin from Support must turn on Chat in your profile. If no other admin or license exists, contact Zendesk Customer Support for further help.

To turn on Chat for another agent:

In Admin Center, click People in the sidebar, then select Team > Team members

From the list, click the agent you want to update

On the Roles and access tab of the agent’s page, click Enabled next to Chat

Update the user’s role to Agent or Admin as needed

Click Save at the bottom of the page