How do I enable or disable live chat or messaging?

<h2 id="h_01HH2E1R366PWVMVD1Z7J8GJ47">Question</h2><p>How do I turn live chat or messaging on or off? How do I revert to the previous version of live chat and turn off messaging? Can I deactivate messaging? Can I create multiple Web Widgets?</p><h2 id="h_01HH2E1R37J9DYR8YDEFC1DDYV">Answer </h2><p>Zendesk Chat is being removed, and all eligible Chat users are encouraged to migrate to messaging.</p><p>See <a href="https://support.zendesk.com/hc/en-us/articles/10837219795226">About the removal of Zendesk Chat and migration to messaging</a>.</p><!--<div class="note info">
<span class="infotitle"><strong>Info:</strong></span><strong> </strong>After
messaging is turned off in your account, you will lose access to some features,
such as related Explore datasets (<a href="https://support.zendesk.com/hc/en-us/articles/4408824748698-Metrics-and-attributes-for-Zendesk-AI-agents-legacy#topic_mxt_wqs_crb" target="_blank" rel="noopener noreferrer">Flow Builder</a>)
</div>
</div>
<h3 id="h_01JYGMSBZZ3HAAXFTKJQ5QMWSP">Understand the experience</h3>
<div class="accordion">
<p>Do you use live chat or messaging?</p>
</div>
<div class="panel">
<p>
Live chat (<strong>Web Widget (Classic)</strong>) and messaging (<strong>Web Widget</strong>)
are different widgets and their settings exist in different locations.
</p>
<ul>
<li data-list-item-id="e07ea77c3473aba42830e5d16dd34448f">
Live chat is a legacy feature for chat and help center integration
</li>
<li data-list-item-id="e16d125757bc88a9e75872beca0eebfc3">
Messaging includes more features, such as social messaging, help center
suggestions, bots, and artificial intelligence (AI)
</li>
</ul>
<p>
Understand
<a href="/hc/en-us/articles/5094352858906-Am-I-using-live-chat-or-messaging-" target="_blank" rel="noopener noreferrer">which product</a>
you use.
</p>
</div>
<h3 id="h_01KBJBVR1ESH00HX5EZECQJ0SN">With multiple widgets</h3>
<div class="accordion">
<p>Create multiple widgets at once</p>
</div>
<div class="panel">
<p>To use more than one type of widget:</p>
<ol>
<li data-list-item-id="e6f2c0facc2cc84d97285869206c4b8d2">
Use the
<a href="https://support.zendesk.com/hc/en-us/articles/4408829476378-Setting-up-multiple-brands#topic_bp3_gby_wp" target="_blank" rel="noopener noreferrer">multibrand feature</a>
to create multiple brands
<ul>
<li data-list-item-id="e6b2cd71937efbe2380109134f2ff897e">
If you don’t see the option to create a brand, verify that your
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-Checking-your-plan-type-or-add-ons#:~:text=To%20check%20your%20plan%20or,%2C%20and%20any%20add%2Dons." target="_blank" rel="noopener noreferrer">plan</a>
allows
<a href="https://support.zendesk.com/hc/en-us/articles/4408829476378-Setting-up-multiple-brands#topic_bp3_gby_wp" target="_blank" rel="noopener noreferrer">multiple brands</a>
</li>
</ul>
</li>
<li data-list-item-id="ed260e03ce2803bba440693e36c7edce4">
If you create multiple brands, you can create multiple widgets. In Admin
Center, go to
<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png" alt="Channels icon" width="16" height="16" id="topic_gvb_5fq_zl__image_tyn_jfp_bm">
<strong>Channels</strong> &gt; <strong>Classic</strong> &gt;
<strong>Web Widget</strong>
</li>
<li data-list-item-id="e897df7be25832fec370cc2294c459ca5">
From that page, verify that you don’t already have a widget for each
brand before you attempt to create a new widget<br>
<img class="wysiwyg-image-resized" style="aspect-ratio: 1054/632; width: 62.77%;" src="https://support.zendesk.com/hc/article_attachments/9415996898458" width="1054" height="632">
</li>
<li data-list-item-id="e90e195cf9f2b4fb26635bb352ee2cd6e">
If you don’t have a Web Widget for your brand, click
<strong>Add channel</strong> and follow the instructions on the page<br>
<img class="wysiwyg-image-resized" style="aspect-ratio: 596/266; width: 33.04%;" src="https://support.zendesk.com/hc/article_attachments/9415948267034" width="596" height="266">
</li>
</ol>
</div>
<h3 id="h_01JYGMSFH682AEZCHSWEZZYQND">With live chat</h3>
<div class="accordion">
<p>Turn off live chat on older accounts</p>
</div>
<div class="panel">
<p>To remove live chat:</p>
<ol>
<li data-list-item-id="ebf438ea46757c462f6774bbb1f234091">
Remove the
<a href="/hc/en-us/articles/4408839367706-Removing-Web-Widget-Classic-from-your-website-or-help-center" target="_blank" rel="noopener noreferrer">widget script from the source code of your website</a>
</li>
<li data-list-item-id="e240d08b734e23a5324636e5759416075">
If you have a help center, turn off the
<a href="https://support.zendesk.com/hc/en-us/articles/4408821673242-Adding-Web-Widget-Classic-to-your-website-or-help-center#topic_a52_wcj_vz" target="_blank" rel="noopener noreferrer">Help Center setting</a>
that adds the Web Widget (Classic) to your help center
</li>
</ol>
<p>Live chat cannot be turned off from a setting.</p>
</div>
<div class="accordion">
<p>Turn off live chat and move to messaging</p>
</div>
<div class="panel">
<p>To use messaging instead of live chat:</p>
<ol>
<li data-list-item-id="e568af5a94527b989e3a23ba3f4b8ff7a">
Verify that your account meets the
<a href="/hc/en-us/articles/4408846454682-About-messaging#topic_dk3_rnc_gnb" target="_blank" rel="noopener noreferrer">requirements</a>
to use messaging
</li>
<li data-list-item-id="e468a97cc822864c579c62f4b1574ace9">
Create at least one agent to use <strong>Chat</strong> under their
<a href="/hc/en-us/articles/4408824375450-Setting-roles-and-access-in-Zendesk-Admin-Center" target="_blank" rel="noopener noreferrer">role permissions</a>
</li>
<li data-list-item-id="e5e2caa81b9fb65d1aff3bc00dc4181e1">
Verify that
<a href="https://support.zendesk.com/hc/en-us/articles/5094352858906-Am-I-using-live-chat-or-messaging#h_01JYE2VYCWHZE20T6W4QM5WPQH" target="_blank" rel="noopener noreferrer">the Agent Workspace</a>
is on
<ul>
<li data-list-item-id="ebdb0ca9c3203c7e292d664b5031e4287">
If you don’t use the Agent Workspace,
<a href="https://support.zendesk.com/hc/en-us/articles/4583448479514-Migrating-to-the-Zendesk-Agent-Workspace" target="_blank" rel="noopener noreferrer">migrate first</a>
</li>
</ul>
</li>
<li data-list-item-id="e24c8c05e057cefba278d15e801ecf5c1">
In Admin Center, go to
<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png" alt="Channels icon" width="16" height="16" id="topic_gvb_5fq_zl__image_tyn_jfp_bm_2">
<strong>Channels &gt; Messaging and social &gt; Messaging</strong>
<ul>
<li data-list-item-id="e8997444f0133baf4191fa199ab03e321">
If your plan doesn’t meet the plan requirements to use messaging,
the option for <strong>Messaging</strong> doesn’t appear
</li>
</ul>
</li>
<li data-list-item-id="e4b26817cedc5ce405f08d35785105db7">
In the widget list, click the name of your
<strong>existing Web Widget (Classic)</strong>
<ul>
<li data-list-item-id="e1203561cf90bf2e71bfb2c8adb3fa1b6">
<p>
If you see <strong>Web Widget</strong> instead of
<strong>Web Widget (Classic)</strong> in the list, you already
use messaging
</p>
<figure>
<p>
<img class="wysiwyg-image-resized" style="aspect-ratio: 1054/632; width: 69.84%;" src="https://support.zendesk.com/hc/article_attachments/9415996898458" width="1054" height="632">
</p>
</figure>
</li>
</ul>
</li>
<li data-list-item-id="e5c7d24f18c12aa4c1c132946d3f3f2cc">
At the top, select <strong>Turn on messaging</strong><br>
<img class="wysiwyg-image-resized" style="aspect-ratio: 1480/362; width: 78.75%;" src="https://support.zendesk.com/hc/article_attachments/9415996898714" width="1480" height="362">
</li>
<li data-list-item-id="edd82defad0520e23c44f5ec13da9a270">
When a new page loads, configure the
<a href="https://support.zendesk.com/hc/en-us/articles/4500747797914-Configuring-the-name-and-appearance-of-the-Web-Widget" target="_blank" rel="noopener noreferrer">Web Widget appearance</a>
</li>
<li data-list-item-id="ec9eeec623e1cc7df1e7f092512ac5bb8">
Customize your default messaging behavior
<ul>
<li data-list-item-id="e436d2f7470daa575b4b77097013b5c86">
If you used Chat triggers in the Chat dashboard, you can now
create
<a href="/hc/en-us/articles/5973077601562-About-messaging-triggers-in-Admin-Center" target="_blank" rel="noopener noreferrer">messaging triggers</a>
in Admin Center instead
</li>
<li data-list-item-id="e8491668c0d5adeeac83233e08ed8c836">
If you want to add an AI agent to your messaging channel, in
the <strong>Responses</strong> tab, click
<strong>Add an AI agent</strong>
<ul>
<li data-list-item-id="ec1c81acf5d5588951c3045357beb74d8">
You use an
<a href="https://support.zendesk.com/hc/en-us/articles/6478272212506-Getting-started-with-AI-agents-Essential" target="_blank" rel="noopener noreferrer">AI agent</a>
to build your conversation flow
</li>
<li data-list-item-id="e0c2b814f4834f7a9b90fa2ed581d1a8d">
The messaging response deactivates and the
<a href="https://support.zendesk.com/hc/en-us/articles/8774095741466-Customizing-the-standard-responses-for-an-AI-agent-for-messaging" target="_blank" rel="noopener noreferrer">standard responses for the AI agent</a>
replace it
</li>
</ul>
</li>
</ul>
</li>
<li data-list-item-id="e246f046ce11d0496396782174dc8ac82">
Install the
<a href="https://support.zendesk.com/hc/en-us/articles/4500748175258-Installing-the-Web-Widget-for-messaging" target="_blank" rel="noopener noreferrer">Web Widget on your website or help center</a>
</li>
<li data-list-item-id="eb98bb1a35464bdb2ebc10e53b77e15d5">
New conversations create Support tickets, which appear in
<a href="https://support.zendesk.com/hc/en-us/articles/4408829483930-Accessing-your-views-of-tickets" target="_blank" rel="noopener noreferrer">your ticket views</a>
and you can search for them in Support
</li>
<li data-list-item-id="e642de75e2e43519583bd2ddc1e4a2537">
<a href="https://support.zendesk.com/hc/en-us/articles/4408829019162-Routing-messaging-tickets-and-notifying-agents" target="_blank" rel="noopener noreferrer">Route your tickets</a>
to different teams and agents of your choice
</li>
</ol>
<div class="note">
<p>
Note: Messaging provides a unique experience compared to live chat, with
certain
<a href="/hc/en-us/articles/4408821805338-Limitations-in-the-Zendesk-Agent-Workspace#topic_u4c_wzp_wnb" target="_blank" rel="noopener noreferrer">limitations</a>.
</p>
</div>
</div>
<h3 id="h_01JYGMSJNN0RB21Q217JYF8V9T">With messaging</h3>
<div class="accordion">
<p>Turn on messaging for the first time</p>
</div>
<div class="panel">
<p>
If you never used live chat, messaging exists by default in your account.
To configure it:
</p>
<ol>
<li data-list-item-id="e87ece92d8505a923efaf76f7f152b27f">
In Admin Center, go to
<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png" alt="Workspaces icon" width="15" height="16">
<strong>Workspaces</strong> &gt; <strong>Agent Workspace</strong>. Ensure
that <strong>Turn on agent workspace</strong> is ticked. This is a new
<a href="https://support.zendesk.com/hc/en-us/articles/5094352858906-Am-I-using-live-chat-or-messaging#h_01JYE2VYCWHZE20T6W4QM5WPQH" target="_blank" rel="noopener noreferrer">user experience</a>
<ul>
<li data-list-item-id="effe95744d08bc20c2bdcc651b4f015be">
If you don’t use the Agent Workspace,
<a href="https://support.zendesk.com/hc/en-us/articles/4583448479514-Migrating-to-the-Zendesk-Agent-Workspace" target="_blank" rel="noopener noreferrer">migrate first</a>
</li>
</ul>
</li>
<li data-list-item-id="e6156d16ea0cbf7bc33ad5459871ed559">
In the side panel, go to
<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png" alt="Channels icon" width="16" height="16" id="topic_gvb_5fq_zl__image_tyn_jfp_bm_3">
<strong>Channels &gt; Messaging and social &gt; Messaging</strong>
</li>
<li data-list-item-id="ef52d63aaa8812840c8f35eb6bbc330c7">
Click <strong>Manage settings</strong>. If the option isn't on, tick
<strong>Turn on messaging for your account</strong> and click
<strong>Save settings</strong>
</li>
<li data-list-item-id="e217f957a7dac6e55f386bcae6337b334">
Go back to
<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png" alt="Channels icon" width="16" height="16" id="topic_gvb_5fq_zl__image_tyn_jfp_bm_4">
<strong>Channels &gt; Messaging and social &gt; Messaging &gt; Add channel &gt; Web Widget</strong>
<ul>
<li data-list-item-id="e1607b51191c4f2e489b7928328f0c313">
If you don’t see the option, verify that a widget isn't on the
list below. You may already use a Web Widget
</li>
</ul>
</li>
<li data-list-item-id="ee6fae8965ef27d659b154b6aa997d011">
Add a <strong>Channel name</strong>
</li>
</ol>
<ul>
<li data-list-item-id="efbcd89dea0a44c15457a51d7ab24a302">
Add a privacy notice and click <strong>Next</strong>
</li>
<li data-list-item-id="e23ca4f10dd909a3798c2388df09e58df">
Email the code for the Web Widget to your developer team so they can
add it to the source code of your website when you’re ready and click
<strong>Next</strong>
</li>
<li data-list-item-id="ea002525adcc780b6159025bc9bcaef78">
Choose a color, title, and logo and click <strong>Next</strong>
</li>
<li data-list-item-id="ef71418a03e3974c2404184eedc288ec7">
When a new page loads, configure the
<a href="https://support.zendesk.com/hc/en-us/articles/4500747797914-Configuring-the-name-and-appearance-of-the-Web-Widget" target="_blank" rel="noopener noreferrer">Web Widget appearance</a>
</li>
<li data-list-item-id="eac5cc4c5567db355b458b61b44e78e8f">
Customize your default messaging behavior
<ol>
<li data-list-item-id="ef59dfc56127198eb2123d2374ad59cfe">
If you used Chat triggers in the Chat dashboard, you can now
create
<a href="/hc/en-us/articles/5973077601562-About-messaging-triggers-in-Admin-Center" target="_blank" rel="noopener noreferrer">messaging triggers</a>
in Admin Center instead
</li>
<li data-list-item-id="eb69bebbe091ff8c3256fc917595c8690">
If you want to add an AI agent to your messaging channel, in
the <strong>Responses</strong> tab, click
<strong>Add an AI agent</strong>
<ol>
<li data-list-item-id="e0ac0240e1ffdea62d6575ab5be58afe2">
You use an
<a href="https://support.zendesk.com/hc/en-us/articles/6478272212506-Getting-started-with-AI-agents-Essential" target="_blank" rel="noopener noreferrer">AI agent</a>
to build your conversation flow
</li>
<li data-list-item-id="ebe1a864b7ce45689038f8a25124a9b6b">
The messaging response deactivates and the
<a href="https://support.zendesk.com/hc/en-us/articles/8774095741466-Customizing-the-standard-responses-for-an-AI-agent-for-messaging" target="_blank" rel="noopener noreferrer">standard responses for the AI agent</a>
replace it
</li>
</ol>
</li>
</ol>
</li>
<li data-list-item-id="e4648c4e431fe3cb1ef273caec686f421">
Install the
<a href="https://support.zendesk.com/hc/en-us/articles/4500748175258-Installing-the-Web-Widget-for-messaging" target="_blank" rel="noopener noreferrer">Web Widget on your website or help center</a>
</li>
<li data-list-item-id="e5296d16254ebb02e7f4392da4950f5e5">
New conversations create Support tickets, which appear in
<a href="https://support.zendesk.com/hc/en-us/articles/4408829483930-Accessing-your-views-of-tickets" target="_blank" rel="noopener noreferrer">your ticket views</a>
and you can search for them in Support
</li>
<li data-list-item-id="e6877cdfa69ae83a7e4c1d4e102f37ed8">
<a href="https://support.zendesk.com/hc/en-us/articles/4408829019162-Routing-messaging-tickets-and-notifying-agents" target="_blank" rel="noopener noreferrer">Route your tickets</a>
to different teams and agents of your choice
</li>
<li data-list-item-id="e901ae33ac1711581e31aee9878fa6aa2">
When you’re ready to offer messaging, add the
<a href="https://support.zendesk.com/hc/en-us/articles/4500748175258-Installing-the-Web-Widget-for-messaging#topic_oqh_zbd_btb" target="_blank" rel="noopener noreferrer">Web Widget to your help center</a>
or add the
<a href="https://support.zendesk.com/hc/en-us/articles/4500748175258-Installing-the-Web-Widget-for-messaging#topic_fqh_qtc_3rb" target="_blank" rel="noopener noreferrer">Web Widget to the source code</a>
of your website
</li>
</ul>
<p>
Watch the video below to learn how to turn on messaging in your account.
</p>
<figure>
<div data-oembed-url="https://youtu.be/oFIne70x5Kg?si=xb4An6WjvXmCgSLA">
<iframe src="//www.youtube-nocookie.com/embed/oFIne70x5Kg?si=xb4An6WjvXmCgSLA" frameborder="0" allowfullscreen="" allow="encrypted-media" style="width: 100%; aspect-ratio: 16 / 9;">

</iframe>
</div>
</figure>
</div>
<div class="accordion">
<p>Turn off messaging completely</p>
</div>
<div class="panel">
<p>To remove messaging:</p>
<ol>
<li data-list-item-id="e597e6a126472e9338bdf2a409278784f">
<a href="https://support.zendesk.com/hc/en-us/articles/4500748175258-Installing-the-Web-Widget-for-messaging" target="_blank" rel="noopener noreferrer">Remove the widget script</a>
from the source code of your website
</li>
<li data-list-item-id="e2abb5024357bacf3f0116c4692a2164d">
If you have a help center,
<a href="https://support.zendesk.com/hc/en-us/articles/4500748175258-Installing-the-Web-Widget-for-messaging#topic_oqh_zbd_btb" target="_blank" rel="noopener noreferrer">turn off the setting</a>
that adds the Web Widget to your help center
</li>
</ol>
<p>
Conversations on your website cannot be turned off from a setting.
</p>
</div>
<div class="accordion">
<p>
Turn off messaging and revert to live chat on older accounts
</p>
</div>
<div class="panel">
<div class="note">
<p>
Note: If you aren’t able to follow the steps below, you have a newer
account with messaging by default and aren’t able to revert to live chat.
</p>
</div>
<p>To remove messaging and return to live chat:</p>
<ol>
<li data-list-item-id="e78a01bc7cd0b16308c9f0d0724c3043e">
In Admin Center, go to
<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png" alt="Channels icon" width="16" height="16" id="topic_gvb_5fq_zl__image_tyn_jfp_bm_5">
<strong>Channels &gt; Messaging and social &gt; Messaging</strong>
</li>
<li data-list-item-id="e8fdd5b318ef673f92502669e4b75ce30">
In the widget list, click the name of your existing
<strong>Web Widget</strong>
<ul>
<li data-list-item-id="e5dae589081be6035998d838d3c8bb55a">
In the list, if you see <strong>Web Widget (Classic)</strong>
instead of <strong>Web Widget</strong>, you already use live
chat
</li>
</ul>
</li>
<li data-list-item-id="e7b06a97b65e8a5acfc0bfb44f6a0a5af">
Scroll down, click <strong>Installation</strong>, and open that tab<br>
<img class="wysiwyg-image-resized" style="aspect-ratio: 739/97; width: 67.65%;" src="https://support.zendesk.com/hc/article_attachments/9415996898970" width="739" height="97">
</li>
<li data-list-item-id="eeed8a6cba783659937b27e91cc77a0ba">
Click the <strong>Switch to Web Widget (Classic)</strong> red button<br>
<img class="wysiwyg-image-resized" style="aspect-ratio: 803/532; width: 64.4%;" src="https://support.zendesk.com/hc/article_attachments/9415996899482" width="803" height="532">
</li>
<li data-list-item-id="e82e218b6d5ff0561f8650a2af9e68427">
When a pop-up appears, click the
<strong>Switch to Web Widget (Classic)</strong> red button<br>
<img class="wysiwyg-image-resized" style="aspect-ratio: 903/391; width: 64.55%;" src="https://support.zendesk.com/hc/article_attachments/9415996899610" width="903" height="391">
</li>
<li data-list-item-id="e8a02882fe308e27b4daaafcbd6b3d41f">
If you created
<a href="/hc/en-us/articles/5973077601562-About-messaging-triggers-in-Admin-Center" target="_blank" rel="noopener noreferrer">messaging triggers</a>,
configure
<a href="https://support.zendesk.com/hc/en-us/articles/4408884148762-Creating-chat-triggers" target="_blank" rel="noopener noreferrer">Chat triggers</a>
instead
</li>
<li data-list-item-id="e0cc71f24a416de45c7c3f4eb3e6b9b1e">
You use the Agent Workspace experience, which means that new conversations
create Support tickets, which appear in
<a href="https://support.zendesk.com/hc/en-us/articles/4408829483930-Accessing-your-views-of-tickets" target="_blank" rel="noopener noreferrer">your ticket views</a>
and you can search for them in Support
</li>
<li data-list-item-id="e38fdf3fd163c4291253992b6950b0ab6">
<a href="https://support.zendesk.com/hc/en-us/articles/4408829019162-Routing-messaging-tickets-and-notifying-agents" target="_blank" rel="noopener noreferrer">Route your tickets</a>
to different teams and agents of your choice
</li>
</ol>-->