Troubleshooting issues with offline messages and Chat

<p>In Zendesk, use this guide if you experience any of the issues below:</p><ul>
<li data-list-item-id="ee8c2bab433e16d3a35d6132ef367ece5">You only receive offline messages and no live chat messages from end users</li>
<li data-list-item-id="ec3c49cd5f9c73b2fea0dbe5a29394dc1">The widget is not online even though your agents are logged in</li>
<li data-list-item-id="ea336da27c9bd644acb7227dc74efb49a">Your customers don't see the live chat option, only an option to send an offline message</li>
</ul><p>This article contains the topics below.</p><ul>
<li data-list-item-id="efd5854d89786b6e6a536dda08b94fcc5"><a href="#h_01HNZD2MYR862KVXE03Q4CY05A">Step 1: Determine if agents are online</a></li>
<li data-list-item-id="ea660bf7ce68234a186a6fd10ac484df4"><a href="#h_01HNZD2ZQHER9CAPSWWEVPH01P">Step 2: Verify your department settings</a></li>
<li data-list-item-id="e729420995736d148cb218d145746fb5c"><a href="#h_01HNZCM46SZ9XMMT77Z150KDC2">Step 3: Check for connectivity issues</a></li>
<li data-list-item-id="e9dfdfacaae916408b9cbf3eb0dc9fadc"><a href="#h_01HNZCNB53X8R3DGAW5CNNTYJY">Step 4: Review security Settings</a></li>
</ul><h2 id="h_01HNZD2MYR862KVXE03Q4CY05A">Step 1: Determine if agents are online</h2><p>Live chat is offered to visitors when at least one agent is online. For more information about setting your availability, see the article: <a href="https://support.zendesk.com/hc/en-us/articles/4408828519706-Configuring-your-chat-availability-settings" target="_blank" rel="noopener noreferrer">Configuring your chat availability settings</a>.</p><h2 id="h_01HNZD2ZQHER9CAPSWWEVPH01P">Step 2: Verify your department settings</h2><p>Determine if you set the right department and staff. Consider the steps below to understand if the department is staffed correctly:</p><ul>
<li data-list-item-id="e09ed163fd031cf3b3a204355b642d65f">Check if the department has agents online</li>
<li data-list-item-id="e33fcebdff6b0ea22f7c9cf350ae41a39">Confirm that agents are assigned to the created department</li>
<li data-list-item-id="e7a51c248eab9f7b09fd70634db07d206">If you use the <a href="https://developer.zendesk.com/api-reference/widget/settings/?_gl=1*1j8ufw*_ga*MTQzNzY1MTk2MC4xNzA2Nzc0NzQ5*_ga_0G6FC9CS2V*MTcwNzIyODEwMy4xNC4xLjE3MDcyMjg5MDkuNjAuMC4w&amp;_ga=2.172512227.1197929889.1707117071-1437651960.1706774749#departments" target="_blank" rel="noopener noreferrer">API</a> to set departments on your website, confirm the script, and select the right department</li>
</ul><p>For more information, see the articles listed below:</p><ul>
<li class="undefined" data-list-item-id="e14927c410013267609b8a76a50b5a5c4"><a href="https://support.zendesk.com/hc/en-us/articles/4408845596698-How-do-I-set-or-change-the-department-of-a-chat" target="_blank" rel="noopener noreferrer">How do I set or change the department of a chat?</a></li>
<li class="undefined" data-list-item-id="e46f3c177c4c198dee3af486f913b42fa"><a href="https://support.zendesk.com/hc/en-us/articles/4408886967194-Recipe-Route-a-chat-to-a-department-based-on-the-URL-of-the-website" target="_blank" rel="noopener noreferrer">Recipe: Route a chat to a department based on the URL of the website</a></li>
<li class="undefined" data-list-item-id="ee9e4aa9c37b1f93d343b096d41d23166"><a href="https://support.zendesk.com/hc/en-us/articles/4408881953434-Automatically-route-chats-to-departments" target="_blank" rel="noopener noreferrer">Automatically route chats to departments</a></li>
</ul><h2 id="h_01HNZCM46SZ9XMMT77Z150KDC2">Step 3: Check for connectivity issues</h2><p>Review your live chat connection settings. Check if your dashboard is connected to the internet. Chat offers you a connection monitor to resolve issues related to connectivity. For more information on how to troubleshoot your connectivity, see the article: <a href="https://support.zendesk.com/hc/en-us/articles/4408838580250-How-can-I-solve-issues-with-my-live-chat-connection" target="_blank" rel="noopener noreferrer">Troubleshooting your Chat connection</a>.</p><h2 id="h_01HNZCNB53X8R3DGAW5CNNTYJY">Step 4: Review security Settings</h2><p>Configure your widget security settings. Investigate if the right configuration was set up in your security setting. Go to <strong>Settings &gt; Widget &gt; Widget security </strong>and check <strong>Blocked countries</strong> and <strong>Allowed domains</strong>. For more information about the widget's security setting, see the article: <a href="https://support.zendesk.com/hc/en-us/articles/4408887520282-Restricting-the-Chat-widget-by-country-or-domain" target="_blank" rel="noopener noreferrer">Restricting the Chat widget by country or domain</a>.</p><style>
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<summary>THIS SECTION IS AI CONTENT. DON'T EDIT OR DELETE.</summary>

<h2 id="h_01KXE9C36RNED6DE3W54943EXZ">Why do I only receive offline messages and no live chat messages from end users or visitors? Why is the widget not online even though my agents or support persons are logged in? Why don't my customers or clients see the live chat option but only see an option to send an offline message?</h2>
<p>Live chat is offered to visitors or customers when at least one agent, support person, or team member is online. To resolve these issues, you must determine if agents are online, verify your department or team settings, check for connectivity issues, and review security settings.</p>

<h2 id="h_01KXE9C36RRZPTCN4VZ0YJH9F4">Can I offer live chat to visitors or customers if all my agents or support persons are offline?</h2>
<p>No. Live chat is offered to visitors or customers when at least one agent, support person, or team member is online.</p>

<h2 id="h_01KXE9C36RWQSA1GF16WE9HCQ0">How do I verify my department or team settings to ensure the widget displays online? How do I check if my team is staffed correctly for live chat?</h2>
<p>Consider the steps below to verify your settings:</p>
<ol>
<li>Check if the department or team has agents online.</li>
<li>Confirm that agents are assigned to the created department.</li>
<li>If you use the API to set departments on your website, confirm the script, and select the right department.</li>
</ol>

<h2 id="h_01KXE9C36R49195SPZB12X37BN">How do I troubleshoot Chat connectivity issues or network problems? How do I use the connection monitor to resolve internet issues?</h2>
<p>Review your live chat connection settings and check if your dashboard or inbox is connected to the internet. Chat offers you a connection monitor to resolve issues related to connectivity.</p>

<h2 id="h_01KXE9C36RRRWKS15314R0STBD">How do I configure widget security settings to unblock domains or countries? How do I check if widget security is blocking customers from seeing live chat?</h2>
<p>Investigate your configuration by completing the following steps:</p>
<ol>
<li>Go to <strong>Settings</strong> <strong>Widget</strong> <strong>Widget security</strong>.</li>
<li>Check <strong>Blocked countries</strong> and <strong>Allowed domains</strong>.</li>
</ol>

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