Troubleshooting issues with offline messages and Chat

In Zendesk Chat, use this guide if you experience any of these issues:
You only receive offline messages and no live chat messages from end users
The widget is not online even though your agents are signed in
Your customers don't see the live chat option, only an option to send an offline message
This article contains the topics below:

Expand all tabs



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';
}
});
});
Step 1: Determine if agents are online Live chat is offered to visitors when at least one agent is online. For more information to set your availability, see Configure chat availability settings. Step 2: Verify your department settings
Determine if you set the right department and staff. To determine if the department is staffed correctly:

Check if the department has agents online
Confirm that agents are assigned to the created department
If you use the application programming interface (API) to set departments on your website, confirm the script, and select the right department

For more information, see:

How do I set or change the department of a chat?
Recipe: Route a chat to a department based on the uniform resource locator (URL) of the website
Automatically route chats to departments

Step 3: Check for connectivity issues Review your live chat connection settings. Check if your dashboard is connected to the internet. Zendesk Chat offers a connection monitor to resolve connectivity issues. For more information to troubleshoot your connectivity, see Fix your Chat connection. Step 4: Review security settings Configure your widget security settings. Verify your security settings configuration. Go to Settings > Widget > Widget security and check Blocked countries and Allowed domains. For more information about widget security settings, see Restrict the Chat widget by country or domain.