This is unbelievably frustrating. You need a zendesk account before you set up chat. I spent about 2 hours with their live chat and I still have a sub optimal integration. It works, but not as seemless as I become to expect from Shopify apps. Not sure what happens after the free trail as I now seem to have 2 accounts both about $50 each for what should be a simple chat!
Its so difficult to configure with shopify, its a show, you have to configure your gmail or gsuit account, to switch POP/IMAP. So difficult and very annoying.
I do not recommend this app so archaic and difficult