The option to enable side conversations is not available in my account

Issue symptoms

I want to enable the side conversations feature, but I don't see the option to enable it in Admin Center. What are the subscription requirements to enable side conversations?

Resolution steps

The side conversations feature is available on Zendesk Suite Professional and higher plans when you use the latest version of Zendesk Suite. For details about features in each plan, see About the Zendesk Suite plan types.

If you’re on a Suite Professional plan and still don’t see the option, check whether your account uses the current Suite version. Some older or customized Suite Professional accounts might not include the side conversations feature by default.

If you don't see the option to enable side conversations, your account might be on a legacy version of Zendesk. A legacy version refers to an older product setup that existed before Zendesk Suite was introduced. Accounts on legacy versions may require the Collaboration add-on to use side conversations. The Collaboration add-on is an additional feature package that provides collaboration tools such as side conversations and light agents.

For more details about legacy products and add-ons, see About Zendesk product legacy add-ons.