Understanding Messaging in Zendesk's Agent Workspace
How does messaging work in Zendesk's Agent Workspace?
Messaging in Zendesk's Agent Workspace requires enabling the Agent Workspace, where agents work in the Support interface. You set your status for messaging from the top of your interface.
If omnichannel routing is enabled, routing happens differently, and you set your agent status from your profile. Most accounts with messaging use the Web Widget or embed social messaging across multiple channels. To check if you're using messaging, go to Admin Center and click Channels in the sidebar.
More related questions
How can I tell if I'm using live chat or messaging in Zendesk?
To determine if you're using live chat or messaging in Zendesk, check your widget and settings location. If you have billing admin or owner access, you can view your plan settings to identify your plan type. A Suite Team plan or higher allows you…
What is the difference between live chat in the standard agent interface and Agent Workspace?
Live chat in the standard agent interface allows agents to serve chats and set their online status from the Chat dashboard. You typically use the Web Widget (Classic) to embed chat on your website. In contrast, live chat in Agent Workspace moves…
Can I enable messaging only on Zendesk Help Center and not on my website?
If you have multiple brands set up in Zendesk, you can enable messaging on one brand and have the web widget enabled on another. However, if you're using a single brand with the same script on your website's HTML code, it's not possible to separate…
How do I check if I'm using the Web Widget or a different widget in Zendesk?
To check if you're using the Web Widget or a different widget in Zendesk, compare your widget's appearance to the images provided in the help documentation. If your widget doesn't match, you might be using the Web Widget with custom code or a…
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