Troubleshooting issues with offline messages and Chat

In Zendesk, use this guide if you experience any of the issues below:

You only receive offline messages and no live chat messages from end users

The widget is not online even though your agents are logged in

Your customers don't see the live chat option, only an option to send an offline message

This article contains the topics below.

Step 1: Determine if agents are online

Step 2: Verify your department settings

Step 3: Check for connectivity issues

Step 4: Review security Settings

Step 1: Determine if agents are online

Live chat is offered to visitors when at least one agent is online. For more information about setting your availability, see the article: Configuring your chat availability settings.

Step 2: Verify your department settings

Determine if you set the right department and staff. Consider the steps below to understand 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 API to set departments on your website, confirm the script, and select the right department

For more information, see the articles listed below:

How do I set or change the department of a chat?

Recipe: Route a chat to a department based on the 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. Chat offers you a connection monitor to resolve issues related to connectivity. For more information on how to troubleshoot your connectivity, see the article: Troubleshooting your Chat connection.

Step 4: Review security Settings

Configure your widget security settings. Investigate if the right configuration was set up in your security setting. Go to Settings > Widget > Widget security and check Blocked countries and Allowed domains. For more information about the widget's security setting, see the article: Restricting the Chat widget by country or domain.