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How do I turn off messaging and go back to live chat?

Katie Dougherty
  • Edited
Zendesk Digital Resources Team

Question

How do I go back to the last version of chat? Can I disable messaging?

Answer

Before you turn off messaging for your entire account, an admin has options to disable the messaging experience for customers through smaller account changes. For example, remove a messaging widget or channel so customers cannot contact you, or disable messaging from the brand or account level entirely.

Note: The only way to use more than one type of widget, like the messaging andWeb Widget (Classic), is to have aMultibrand account.

You can remove the messaging experience from:

  1. The entire account (largest account change)
  2. Bots
  3. Brands
  4. Widgets (smallest account change)

Entire account

Widgets

Bots

Brands

Entire account

Important:If you remove messaging from the entire account, you need to set back up theWeb Widget (Classic)or your customers will not be able to chat with you.

See the steps to turn off messaging for the entire account:

  1. Click on the product tray.
  2. SelectAdmin Center.
  3. Click theChannelsicon.
  4. UnderMessaging and social, selectMessaging.
  5. ClickManage settings.
    Managing settings click path GIF
  6. Deselect the checkbox next toTurn on messaging for your account.
  7. ClickTurn off messagingin the pop up window.
    GIF showing how to turn off messaging
  8. ClickSave settings.

Widgets

Important:Removing a widget doesn't turn off messaging entirely. If you added messaging widgets in other locations on your website or mobile apps, those messaging widgets are still available.

See the following steps to remove a widget from the help center:

  1. Click on the product tray.
  2. SelectAdmin Center.
  3. Click theChannelsicon.
  4. UnderMessaging and social, selectMessaging.
  5. Click on the widget you want to remove.
    select channel gif
  6. Click theInstallationtab.
  7. Deselect the checkbox next toAutomatically embed Web Widget in your help center.remove widget from help center gif
  8. ClickSave.
You can also remove the widget from your website bydeleting the code或从你的手机应用程序通过询问开发人员to remove the Channel key from the mobile app code.

Bots

Important:Removing a bot does not disable messaging completely. However, if you remove a messaging bot from a channel, your customers cannot chat with you from that specific channel unless you configure and publish another messaging bot.

See the steps to remove a messaging bot from a channel:

  1. Click on the product tray.
  2. SelectAdmin Center.
  3. Click theChannelsicon.
  4. UnderBots and automations, selectBots.
  5. Hover over the bot and clickSettings.
    bot settings gif
  6. Deselect the checkbox next to the currently connected channel.
  7. ClickSave.
    save deselected channel

Brands

Important:If you remove messaging from a brand in yourMultibrand account, you have the unique option to use theWeb Widget (Classic)instead of the messaging widget. If you do not want any widget option available, remove the brand from messaging completely.

See the steps to remove messaging from a brand:

  1. Click on the product tray.
  2. SelectAdmin Center.
  3. Click theChannelsicon.
  4. UnderMessaging and social, selectMessaging.
  5. ClickManage settings.
    manage settings clickpath 1 gif
  6. Remove the brands from theTurn on messaging for these Web Widget (Classic) brandssection.
  7. ClickSave settings.
    GIF showing how to delete a brand

Additional resources

For more information, see these articles:

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