Workflow: Starting to take chats from the Web Widget (Classic)

Use this guide to help your agents take live chats. Use this article if chats do not appear in the Web Widget (Classic).

To make sure your agents can start live chat, follow these steps:

Step 1: Install the Web Widget (Classic) on your website

Step 2: Verify that live chat is turned on

Step 3: Assign a Chat role to an agent

Step 4: Ensure that your agents show an online status

Step 1: Install the Web Widget (Classic) on your website

In Admin Center, select Channels > Classic > Web Widget

On the Installation tab, copy the code with a dark blue background

In your website's source code, paste the code after the header

Disclaimer: Zendesk does not support third-party websites. If you do not know where to edit your website's source code, contact your third-party provider.

Step 2: Verify that live chat is turned on

In Admin Center, select Channels > Classic > Web Widget

Select Chat

Select Save

Step 3: Assign a Chat role to an agent

In Admin Center, select People > Team members

Select the name of the agent

For Chat, select Agent, then select the Access check box

Select Save

Step 4: Ensure that your agents show an online status

Ask your agents to open any Zendesk product

Select the Zendesk product icon ( ) in the top bar, then select Support

Select the conversation icon ( ), then select the Online status

Note: If you do not use the Agent Workspace, ask your agents to log in from the Chat product. In the top bar, agents can select the Zendesk product icon ( ), then select Chat > Online.

For more information, see:

Serving chats in the Zendesk Agent Workspace

Adding Web Widget (Classic) to your website or help center