Elevate the Enhanced Chat v2 Experience with Pre-Chat, Post-Conversation Surveys, and User Verification

Deliver context-driven customer interactions with Enhanced Web Chat conversation features that are now available for Enhanced Chat v2 deployments. Gather key customer information before starting a conversation with a pre-chat form, or auto-fill hidden pre-chat fields when a conversation begins. Collect valuable feedback by automatically sending a survey at the end of a conversation. And securely persist customer conversations with token-based user verification.

Where: This change applies to Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions.

When: This change is available starting the week of March 9, 2026.

How: Before you begin, review the requirements and conditions for each feature. For example, you must create an auto-response messaging component before adding a post-conversation survey to a channel.

You can set up pre-chat on the Embedded Service Deployment Settings Setup page and add post-conversation surveys and token-based user verification on the Messaging Settings Setup page.