Control Live Chat availability

Turn Live Chat or client access on or off, or hide one account's group chat from its portal.

Live Chat has three separate access controls. Use the smallest control that solves the problem.

Current active Sydnee plans include Live Chat, channels, and direct messages. An expired trial or canceled workspace cannot use them. Your plan also sets the active-channel limit.

Turn Live Chat on or off for the workspace

This setting is available to workspace owners and admins.

Open Company Settings.
Open Portal Features.
Find Live Chat.
Turn the switch on or off.
Select Save.

Turning Live Chat off stops the workspace from using chat. Existing conversations are kept, but people cannot start new chats while it is off.

A regular team member sees Live Chat is Disabled and must ask an admin to turn it on.

Turn client portal chat access on or off

This setting is available to workspace owners and admins.

Open Company Settings.
Open Portal Features.
Find Live Chat.
Turn Portal live chat access on or off.
Select Save.

When portal access is off, clients cannot open Live Chat. Existing conversations and membership are kept.

Team conversations that include client contacts may also be unavailable while portal access is off. Turn portal access back on, or remove all client contacts from a shared conversation before using it as a team-only chat.

Hide one account's group chat from its portal

Any team member with access to the account can use this control.

Open the account conversation in Live Chat.
Open the conversation settings.
Open Settings.
Under Account group chat, select Hide account group chat in portal.
Confirm the change.

This hides only the default account conversation. It does not turn off portal Live Chat for the workspace. Channels and direct messages shared with that client can stay available.

To restore it, return to the same place and select Show account group chat in portal.

What does the client see?

If workspace Live Chat or portal access is off, the client cannot use the Live Chat widget.
If only the account group chat is hidden, the client may still see shared channels and direct messages.
Turning a control back on restores access to conversations the client is still allowed to use.

Why is a control missing?

Only workspace owners and admins can change the company switches.
A team member must have access to an account before they can change that account's group-chat visibility.
Channel and DM controls need an active plan. The channel create control also stops at the plan's active-channel limit.