Intermediate
How to integrate chat and messaging on Zendesk
Quick Answer
Integrate chat and messaging on Zendesk by enabling the Chat channel in Admin Center, configuring your chat widget settings, and embedding the provided code on your website. You can also connect external messaging platforms through the Channels section.
Prerequisites
- Active Zendesk account with admin privileges
- Chat or messaging plan enabled
- Basic understanding of Zendesk administration
- Website or app where you want to embed chat
1
Access Zendesk Admin Center
Log into your Zendesk account and click the Admin Center icon in the sidebar. Navigate to Channels in the left menu to view all available communication channels.
Tip
Ensure you have admin privileges before proceeding with channel configuration.
2
Enable Chat Channel
In the Channels section, click Talk and messaging then select Chat. Toggle the Enable Chat switch to activate the chat functionality for your account.
Tip
Chat may require a specific subscription plan - check your account settings if the option is unavailable.
3
Configure Chat Widget Settings
Click Widget in the Chat settings. Customize your chat appearance by setting the Widget Color, Position, and Greeting Message. Configure Operating Hours and Offline Form settings as needed.
Tip
Preview your widget changes in real-time using the preview panel on the right side.
4
Set Up Department and Routing
Navigate to Departments within Chat settings. Create departments if needed and assign agents using the Add Agent button. Configure Routing rules to determine how chats are distributed among available agents.
Tip
Set up multiple departments to better organize support queries by topic or expertise.
5
Generate and Install Widget Code
Go to Installation in the Chat settings. Copy the provided
JavaScript code snippet and paste it into your website's HTML before the closing </body> tag. Save and publish your website changes.Tip
Test the widget installation on a staging environment before deploying to production.
6
Connect External Messaging Platforms
Return to Channels and select Messaging and social messaging. Click Add channel and choose platforms like WhatsApp, Facebook Messenger, or Instagram. Follow the platform-specific authentication process.
Tip
Each messaging platform has different setup requirements - have your business account credentials ready.
7
Configure Messaging Settings
For each connected messaging channel, click the Settings gear icon. Configure Auto-reply messages, Business hours, and Agent assignment rules. Enable Message delivery notifications if desired.
Tip
Consistent messaging across all channels helps maintain a professional customer experience.
8
Test and Monitor Integration
Send test messages through each configured channel to verify proper routing and agent notifications. Monitor the Chat dashboard and Messaging overview to track performance metrics and customer satisfaction scores.
Tip
Set up regular monitoring to ensure all integrations remain functional and responsive.
Troubleshooting
Chat widget not appearing on website
Verify the JavaScript code is properly placed before the
</body> tag and check that chat is enabled in your Zendesk settings. Clear browser cache and check for JavaScript errors in browser console.Messages not routing to agents
Check that agents are set to Online status in the Chat dashboard. Verify department assignments and ensure routing rules are configured correctly in Chat settings.
External messaging platform connection failing
Verify business account permissions for the messaging platform and ensure you're using the correct API credentials. Check that webhook URLs are properly configured in the external platform settings.
Chat widget showing offline when agents are available
Review your Operating Hours settings in the Widget configuration and ensure they match your business schedule. Check if the Away mode is accidentally enabled for your departments.
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