Why are some settings missing on the Chat dashboard for live-chat?

Question

Some Chat dashboard settings are missing. Why is that?

Answer

Zendesk Suite accounts created after November 3, 2021 have messaging as the default experience enabled. Messaging as the default experience enables the messaging Web Widget out-of-the-box. The Web Widget (Classic) is not supported and therefore will exclude some Chat dashboard settings which do not apply to messaging.

Chat specific dashboard settings that will not be accessible include:

Visitors.

History.

Analytics.

Monitor.

Settings:

Departments.

Roles.

Banned.

Goals.

Widget.

Account (all setting tabs except for API).

Note: New Zendesk instances have Messaging enabled by default and can no longer opt out of Messaging. Existing customers who were using legacy Chat before Messaging became the default may still request an opt‑out through Zendesk Customer Support for review and approval.

If you are eligible to opt out:

You can remove the messaging Web Widget from your help center or website.

Removing messaging will revert your Support account brands to the Web Widget (Classic) with live Chat enabled. The Chat dashboard will again show the Chat dashboard settings which are applicable to live Chat.

For more information, see the article: Using the Chat dashboard with the Zendesk Agent Workspace.