--- schema_version: "1" id: fb71540324a4bcf91e1b780fd2551ca69cd66346d32e4e01eacd3f47031d35c0 title: Connect an Agent to Enhanced Chat collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/agent_enhanced_chat_channel.md canonical_url: https://help.salesforce.com/s/articleView?id=ai.agent_enhanced_chat_channel.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 41c16ecf87665443ea518c9f024338182bbf74dc9a344562933ec19522a173ab description: "Enhanced Chat is Salesforce’s messaging channel. It allows Agentforce agents to handle customer interactions directly from your website or mobile app. Enhanced Chat currently offers two versions: Enhanced Chat v1 and Enhanced Chat v2." products: - Agentforce - Cross Cloud release: "264" --- # Connect an Agent to Enhanced Chat Enhanced Chat is Salesforce’s messaging channel. It allows Agentforce agents to handle customer interactions directly from your website or mobile app. Enhanced Chat currently offers two versions: Enhanced Chat v1 and Enhanced Chat v2. Both versions of Enhanced Chat share these key features and capabilities - Autonomous issue resolution: The Agentforce agent can autonomously process incoming requests and resolve inquiries. Resolve your customer requests such as billing questions, booking appointments, or finding order status with minimal wait time. - Escalation to service reps: Escalate the conversation from an Agentforce agent to a human service representative when necessary or when requested by your customer. - Interactive content: Leverage clickable messaging components to provide the interactive, visually rich experience that customers expect from modern messaging channels. ## Enhanced Chat v2 Enhanced Chat v2 is the latest messaging interface optimized for a modern interaction experience and agentic use cases. It supports customizing through custom Lightning types enabling you to tailor interactions beyond standard messaging components, such as rich link previews or quick replies. Enhanced Chat v2 offers these key features and capabilities. - Modern Interaction Experience: Adopt a refreshed, Agentforce-style branding designed to be modern out of the box. - Custom Content: Define and render standard and Custom lightning types, allowing you to showcase custom Lightning web components within a chat. - Agentic Features: Support advanced features for agents, such as token streaming. - Performance: Experience improved chat window loading times. - Context Events API: Enable the passing of user session details, such as current page URL and search activity, to the agent by supporting context events through utlAPI. To connect a service agent to Enhanced Chat v2, see [Connect an Agent to Enhanced Chat v2 in Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.service_agent_deploy_enhanced_chat_v2.htm&release=264.0.0&type=5 "To connect an agent to Enhanced Chat v2 in the new Agentforce Builder, set up the Enhanced Chat v2 connection. Agentforce Builder creates the channel and Enhanced Chat v2 deployment for you. Set up Agentforce Voice for Enhanced Chat v2 so that users can switch between speech and text when they chat with an Agentforce Service agent."). ## Enhanced Chat v1 Enhanced Chat v1, formerly known as Messaging In-App and Web, is highly configurable and supports web and mobile chat experiences tailored for large enterprises. Enhanced Chat v1 offers these key features and capabilities. - Customization: Configure extensive UI branding options, leveraging its high degree of configurability. - Agent Routing: Set business hours and agent availability for transfers and routing. Display estimated wait time and queue position to the customer. - Security and Authentication: Support user verification and set authorization token expiration times for both verified and unverified users. - Customer Actions: Enable customers to send attachments to agents and download conversation transcripts. - Messaging Components: Include interactive elements and automated responses, such as rich links, various question formats, and auto-responses with post-chat surveys. - Client APIs: Access a wider range of Client APIs, including those for User Verification, Hidden Pre-Chat, Populate Pre-Chat Form Fields, and Auto-Responses. To connect an agent to Enhanced Chat v1, see [Connect an Agent to Enhanced Chat v1](https://help.salesforce.com/s/articleView?id=ai.agent_deploy_enhanced_chat_v1.htm&release=264.0.0&type=5 "Connect an Agentforce Service agent to Enhanced Chat v1 or an Agentforce Employee agent to your Experience Cloud site with Enhanced Web Chat v1."). ## Choosing Your Enhanced Chat Version Choose between Enhanced Chat v1 and Enhanced Chat v2 based on your specific use case, implementation, and the features available in each version. To compare the features available in each version, see[Compare Enhanced Chat v1 to Enhanced Chat v2](https://help.salesforce.com/s/articleView?id=service.enhanced_chat_feature_comparison.htm&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_note.png) Note If you deploy both versions on the same domain, messages can fail to appear on Enhanced Chat v1. To prevent unexpected behavior, avoid deploying both Enhanced Chat v1 and v2 to the same domain.
  Enhanced Chat v2 Enhanced Chat v1

Feature Availability

 Enhanced Chat v2 offers a redesigned experience that evolves from v1 and introduces modern capabilities, such as custom Lightning types. See Compare Enhanced Chat v1 to Enhanced Chat v2 for a full feature list by version.
Technical Requirements Use Enhanced Chat v2 for a modern aesthetic, better performance, and the ability to leverage custom rich content using Lightning Types. Use Enhanced Chat v1 for use cases that require extensive configurability and need complex implementation features.
Implementation

If you’re a new Agentforce customer or don't use other messaging channels, consider implementing Enhanced Chat v2.

If you’re an existing Enhanced Chat v1 customer and Enhanced Chat v2 meets your needs, migrate to v2 with just a few clicks.

 Use Enhanced Chat v1 if Enhanced Chat v2 doesn’t meet your needs.
Agent Support Enhanced Chat v2 supports both Agentforce Service agents and Agentforce Employee agents. Enhanced Chat v1 supports both Agentforce Service agents and Agentforce Employee agents.
- **[Connect a Service Agent to Enhanced Chat v2 in the Legacy Builder](https://help.salesforce.com/s/articleView?id=ai.service_agent_deploy_enhanced_chat_v2_route_legacy.htm&release=264.0.0&type=5)** To connect an agent to Enhanced Chat v2 in the legacy Agentforce Builder, set up the Enhanced Chat v2 connection. Route messages to a Service agent directly or with an inbound Omni-Channel flow. - **[Connect an Agent to Enhanced Chat v1](https://help.salesforce.com/s/articleView?id=ai.agent_deploy_enhanced_chat_v1.htm&release=264.0.0&type=5)** Connect an Agentforce Service agent to Enhanced Chat v1 or an Agentforce Employee agent to your Experience Cloud site with Enhanced Web Chat v1. - **[Use Context Variables in Enhanced Chat Conversations](https://help.salesforce.com/s/articleView?id=ai.agent_enhanced_chat_v2_context_variables.htm&release=264.0.0&type=5)** Personalize agent conversations in Enhanced Chat with context variables. Context variables let your agent use Messaging Session record fields as action inputs. - **[Use Additional Languages in Enhanced Chat Conversations](https://help.salesforce.com/s/articleView?id=ai.service_agent_languages.htm&release=264.0.0&type=5)** Reach more customers and employees with a multi-language agent. After you select additional languages in your agent’s language settings and set up an Enhanced Chat channel, finish setting up additional languages for your agent. - **[Customize Loading Text for Enhanced Chat](https://help.salesforce.com/s/articleView?id=ai.service_agent_messaging_progress_indicators.htm&release=264.0.0&type=5)** Loading text tells the user what an agent is doing while an action runs in the background. To show your users loading text in Enhanced Chat v1, set up typing indicators. Users see loading text by default on Enhanced Chat v2 channels. Optionally, customize the loading text color and label on the Embedded Service Deployments Settings Setup page.