General questions about live chat
Questions about using and managing live chat. Content includes articles about live chat settings, expected behaviours for chat functionality, questions about chats in Agent Workspace, questions about subscription and licensing for live chat, questions about handling live channel volume as a managers, and other commonly asked questions.
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What is the difference between dropped chats and missed chats?
Question What is the difference between dropped chats and missed chats? Answer Dropped chats are the number of chats ... -
How can I offer Zendesk Chat on multiple websites?
Question Can I offer live chat on multiple websites? Can I use the same Zendesk account to add my widget in different... -
Where can I get a detailed list of banned Chat visitors?
Question I can find a list of the 1000 last bans in my Chat account, but I can only see the visitor's IP and the reas... -
How do Chat-only agents log in to Chat?
Question How do Chat-only agents log in to Zendesk Chat? Answer Chat-only agents have specific roles that allow them ... -
How do I link my Chat-only account with my Zendesk Support account?
Question How do I link my Legacy Zendesk Chat account with my Zendesk Support account? Answer In the Zendesk Product... -
How do agents sign in to the mobile Chat app?
Question How do agents sign in to the mobile Chat app? Answer This depends on how your Chat account was created and ... -
Can I take chats and view tickets in the same interface?
Question I want my team to not have to change windows when taking chats and looking at tickets. Can I do this with Ze... -
Can I set the Chat language from a direct chat link?
Question Can I set the Zendesk Chat language from a direct chat link? Answer Yes, to do so simply add the language c... -
How can I know which tickets originated through the chatbot app?
Question How can I know which tickets originated through my chatbot app? Answer Add a tag to your chats to then iden... -
How do I find my Chat Account Key?
Question How do I find the Zendesk ID for my Chat account? An integration, plugin, or mobile app that I am trying to ... -
How do I set the Chat dashboard timezone?
Question How can I set my timezone for the Chat analytics and operating hours in the dashboard? Answer Log in to t... -
Can I send proactive greetings via Chat Triggers using the Chat Mobile SDK?
Question Can I send proactive greetings via Chat Triggers using the Chat Mobile SDK? Answer Disclaimer: This articl... -
Why is there a discrepancy in Served chats between Analytics and Explore?
Question Why does the number of Served chats in Chat Analytics dashboard differ from Zendesk Explore? Answer Analyti... -
How do I customize who receives offline chat email notifications?
Question How can I disable the notifications about offline messages in Chat that all agents get in their mailboxes? A... -
Why is there a discrepancy between accepted and served chats?
Question Why is there a discrepancy between accepted and served chats and how does this affect the acceptance rate? A... -
Can I add additional fields on my pre-chat form?
Question Can I add additional fields to my pre-chat form? Answer Natively it's not possible to add additional fields ... -
How can I retrieve the chat ID from the History tab?
Question How can I retrieve the chat ID from the History tab? Answer The chat ID is a unique chat session identifier ... -
Why do I suddenly have Chat on my account?
Question My team has never utilized Chat with Zendesk, but I notice that it is now on my account. Why do I suddenly h... -
Am I using live chat or messaging?
Question Am I using live chat or messaging? Answer Your widget and settings are in different locations depending on y... -
How do I add live chat or messaging into my custom mobile app?
Question I have a custom mobile app that I want to connect to Zendesk Chat. How do I integrate the live chat or messa... -
How do I transfer a Chat license when there is only one agent?
Question We only have one license for Zendesk Chat and are trying to transfer this to another member of the team. How... -
How do I enable or disable live chat or messaging in my Zendesk account?
QuestionHow do I turn live chat or messaging on or off?AnswerLive chat and messaging settings are in different locati... -
How can I stop chat transcripts from being sent to my agent email?
Question Whenever a chat ends, I receive an emailed transcript to my agent email. How can I stop these emails? Answe... -
How long does it take for a missed chat to be created as a ticket?
Question How long does it take for a missed chat to be created as a ticket? Answer Zendesk creates a ticket for chats... -
How can I oversee conversations in messaging and live chats?
Question I work as a manager in my company and I need help understanding how I can oversee live chat or conversations... -
Can I start an internal chat with another agent?
Question How do I chat with another agent in Agent Workspaces? Can my agents chat back and forth internally? Is there... -
What chat events appear in the API when using the ticket comments endpoint?
Question I am using the ticket comments endpoint when viewing chat ticket comments. What chat events should I expect ... -
Can I create a shortcut in chat for only a visitor's first name?
Question Can I create a shortcut in live chat for only the visitor's first name instead of the visitor's full name? A... -
I can't see a Chat API created by another admin
Issue symptoms I can't see a Chat API created by another admin on the account. Resolution steps Chat API tokens gener... -
What is the difference between Support business hours and Chat operating hours?
Question What is the difference between the business hours I can schedule in Support and the operating hours I can se...