Question

Am I using live chat or messaging? How do I find my Chat plan and settings?

Answer

Your widget and settings will be in different locations depending on your setup and if you're using live chat or messaging. You'll needbilling administratoror owner access to view plan settings.

Identify your plan

First, identify your plan type by viewing your subscription page inAdmin Center> Account > Billing > Subscription.If you're a billing administrator, you can also select your account using this button to navigate directly to your subscription page:

UnderCurrent Subscription, you'll see your current Chat plan information. This plan type and plan level determine which features you can configure.

ASuite Teamplan or higher has access to usemessaging.
An olderChat Team计划使用经典界面代替agent workspace, or a legacy Chat plan through account.zopim.com or dashboard.zopim.com does not have access to messaging and will havelive chatinstead.

For more information on plan types and the differences between messaging and live chat, see the articles:

• About the Zendesk Suite plan types
• About Zendesk Chat plan types
• Messaging vs. live chat

Live chat in the classic interface

Live chat in Agent Workspace

Messaging in Agent Workspace

Live chat with the classic Support interface

When using the classic Support interface with live chat, you will serve chats and set your online status from theChat dashboardinstead of theAgent Workspaceinterface, as seen below:

To open the dashboard, use theproducts iconin the top right corner and selectChat.

If you have an account with Support and Chat, openAdmin Centerand clickChannelsin the sidebar. If you are using live chat, you will find your widget settings underClassic > Web Widget.These settings control the setup for Web Widget (Classic).

• In both live chat and messaging, personalnotification settingsare controlled from theChat dashboardinstead of Admin Center.

对于大多数即时聊天账号,您将使用Web Widget (Classic)to embed chat on your website. Compare your account's widget to the images below to see if you currently use Web Widget (Classic).

If your widget does not look similar to the images above, you may have a Web Widget (Classic) with custom code added or use a different type of widget. To compare the other widget options, see the articles:

• Comparing the Zendesk Web Widgets
• Which Zendesk widget do I have with my account and website?

For an overview of the interface in live chat in the classic Zendesk interface, see the video below:

Live chat with Agent Workspace

Agent Workspace moves the live chat channel to the Support interface and changes the location of specificsettingsfor agents.

Within Agent Workspace, you will set your status for live chat from the top of your interface, seen here on the right.
If your account has omnichannel routing enabled, routing happens differently, and you will set your agent status from your profile instead. For more information, see the article:Setting your agent status with omnichannel routing.

For most accounts using live chat, you will use theWeb Widget (Classic)to embed chat on your website.

OpenAdmin Centerand clickChannelsin the sidebar. If you are using live chat, you will find your widget settings underClassic > Web Widget.These settings control the setup for Web Widget (Classic).

• In both live chat and messaging, personalnotification settingsare controlled from theChat dashboardinstead of Admin Center.

Compare your account's widget to the images below to see if you currently use Web Widget (Classic).

If your widget does not look similar to the images above, you may have a Web Widget (Classic) with custom code added or you could be using a different type of widget. To compare the different widget options, see the articles:

• • Comparing the Zendesk Web Widgets
  • Which Zendesk widget do I have with my account and website?

For an overview of the live chat and messaging settings within Agent Workspace, see the video below:

Messaging with Agent Workspace

Messaging requires you to enableAgent Workspace. Check your interface if you haveenabled Agent Workspaceto ensure the following content is applicable.

Within Agent Workspace, you will set your status for messaging from the top of your interface seen here on the right.
If your account has omnichannel routing enabled, routing happens differently, and you will set your agent status from your profile instead. For more information, see the article:Setting your agent status with omnichannel routing.

Most accounts with messaging use theWeb Widget, as seen below, or embed social messaging across multiplesocial media channels.

To check if you are using a Web Widget, openAdmin Centerand clickChannelsin the sidebar. When you are usingmessaging, you will find your widget settings underMessaging and social>Messaging. These settings control the elements for Web Widget and messaging.

• In both live chat and messaging, personalnotification settingsare controlled from theChat dashboardinstead of Admin Center.

To see if you are currently using theWeb Widget, compare your widget to see if the appearance is similar to the images below:

If your widget does not look similar to the images above, you may have a Web Widget with custom code added, or you could be using a different type of widget.To compare the different widget options, see the articles:

• Comparing the Zendesk Web Widgets
• Which Zendesk widget do I have with my account and website?
• Why can't I find my live chat settings in messaging?

For an overview of the live chat and messaging interface within Agent Workspace, see the video:

If you need to update or change your subscription, see the articles:

• • Buying Zendesk Products
  • ca如何n I update my subscription?