Build customer trust and empower service reps with popular Enhanced Web Chat features that are now available for Enhanced Chat v2 deployments. Prevent abandoned sessions by setting business hours and showing your customers their estimated wait time and queue position. Protect your deployments from automated threats with reCAPTCHA verification. Also, elevate the customer experience with a custom chat window header and downloadable conversation transcripts.
Where: This change applies to Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions.
When: This change is available starting the week of February 2, 2026.
How: Before you begin, review the requirements and conditions for each feature. For example, you can only use queue position after you enable Enhanced Omni-Channel Routing and set the deployment’s routing type to Omni-Queue or Omni-Flow.
You can set up estimated wait time, queue position, conversation transcript downloads, and reCAPTCHA verification on the Messaging Settings Setup page. To customize the chat window header and add business hours, edit your deployment on the Embedded Service Deployment Settings Setup page. For more information about these features, see Optimize Enhanced Chat.