Review the tables to learn what is and isn’t available in the Enhanced Chat v2. We’ve
broken features out by what’s available in Messaging Channel Settings, Embedded Service Deployment
Settings, and Additional Features.
Required Editions
| View supported editions. |
This article applies to:
|
Enhanced Web Chat channels |
This article doesn’t apply to:
|
Enhanced In-App Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard
and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your
Own Channel |
Messaging Channel Settings
| Setting Name |
V1 |
V2 |
In-App |
Custom Client |
| General Info |
| Channel Name |
Y |
Y |
Y |
Y |
| Developer Name |
Y |
Y |
Y |
Y |
| User Verification |
| Add User Verification |
Y |
Y |
Y |
Y |
| Authorization Token Expiration Time (Unverified Users) |
Y |
Y |
Y |
Y |
| Authorization Token Expiration Time (Verified Users) |
Y |
Y |
Y |
Y |
| ReCAPTCHA |
| Use reCAPTCHA |
Y |
Y |
N |
Y |
| reCAPTCHA API Key Pair |
Y |
Y |
N |
Y |
| Omni-Channel Routing |
| Routing Type |
Y |
Y |
Y |
Y |
| Flow Definition |
Y |
Y |
Y |
Y |
| Fallback Queue |
Y |
Y |
Y |
Y |
| Queue |
Y |
Y |
Y |
Y |
| Agentforce Service Agent |
Y |
Y |
Y |
Y |
| Estimated Wait Time |
| Show estimated wait time |
Y |
Y |
Y |
Y |
| Automated Responses |
| Conversation Acknowledgement |
Y |
Y |
Y |
Y |
| Start Conversation |
Y |
Y |
Y |
Y |
| End Conversation |
Y |
Y |
Y |
Y |
| Inactive Conversation |
Y |
Y |
Y |
Y |
| Message Consent Settings |
| Opt-Out Keywords |
Y |
N |
Y |
Y |
| Opt-Out Confirmation |
Y |
N |
Y |
Y |
| Customer Inactivity |
| Automatically mark conversations inactive after a period of customer
inactivity |
Y |
Y |
Y |
Y |
| Minutes to Timeout |
Y |
Y |
Y |
Y |
| Warn customers before inactivation |
Y |
Y |
Y |
Y |
| Warning Time |
Y |
Y |
Y |
Y |
| Inactivation Warning |
Y |
Y |
Y |
Y |
| Attachments |
| Let customers send attachments to service reps |
Y |
Y |
Y |
Y |
| Transcript Downloads |
| Let customers download their conversation transcripts |
Y |
Y |
Y |
Y |
| Fallback Message |
| Add Fallback Message |
Y |
N |
N |
Y |
| Custom Parameters |
| Support |
Y |
Y |
Y |
Y |
| Parameter Mappings |
| Support |
Y |
Y |
Y |
Y |
Embedded Service Deployment Settings
| Setting Name |
V1 |
V2 |
In-App |
Custom Client |
| Settings |
| Show Delivery and Read Receipts |
Y |
Y |
N |
N |
| Show Typing Indicators |
Y |
N |
N |
N |
| Show Emoji Keyboard |
Y |
N |
N |
N |
| Customize Enter or Return Functionality |
Y |
N |
N |
N |
| Show Terms and Conditions in Pre-Chat |
Y |
Y |
Y |
N |
| Require users to accept Terms and Conditions before
chatting |
Y |
Y |
Y |
N |
| Set business hours |
Y |
Y |
Y |
Y |
| Branding |
| Component Colors |
Y |
Y |
N |
N |
| Custom Fonts |
Y |
Y |
N |
N |
| Custom Images |
Y |
Y |
N |
N |
| Custom Chat Window Dimensions |
Y |
Y |
N |
N |
| Pre-Chat |
| Visible Pre-Chat |
Y |
Y |
Y |
Y |
| Hidden Pre-Chat |
Y |
Y |
N |
Y |
| Pre-Chat Display Frequency (Every Conversation) |
Y |
Y |
Y |
Y |
| Pre-Chat Display Frequency (Every Session) |
Y |
N |
Y |
Y |
| Custom
Labels |
| Set Custom Labels for Chat |
Y |
Y |
Y |
N |
| Code
Snippet |
| Copy a code snippet for your site |
Y |
Y |
N |
Y |
| Custom UI
Components |
| Add Custom LWC Components to Pre-Chat Form |
Y |
Y |
N |
N |
| Add Custom LWC Components to Header |
Y |
Y |
N |
N |
| Add Custom LWC Components to Text Message Bubble |
Y |
N |
N |
N |
| Test Chat |
| Test Chat Simulation |
Y |
Y |
N |
N |
| Chat
Invitations |
| Send Chat Invitations |
Y |
Y |
N |
N |
| Send Contextual Chat Invitations |
Y |
Y |
N |
N |
Additional Features
| Setting Name |
V1 |
V2 |
In-App |
Custom Client |
| Settings |
| Custom Lightning Types |
N |
Y |
N |
N |
| Agentforce Voice support |
N |
Y |
N |
N |
| Data |
| Sensitive Data Rules |
Y |
Y |
Y |
Y |
| Storage on Conversation Platform |
Y |
Y |
Y |
Y |
| Messaging Components |
| Rich Links |
Y |
Y |
Y |
Y |
| Questions with Static or Dynamic Options |
Y |
Y |
Y |
Y |
| Time Selector |
Y |
N |
Y |
Y |
| Auto-Response (and Post-Chat Survey) |
Y |
Y |
Y |
Y |
| Form |
Y |
N |
Y |
Y |
| Notification |
Y |
N |
Y |
Y |
| Authentication |
N |
N |
N |
N |
| Payment |
N |
N |
N |
N |
| Custom |
N |
N |
N |
N |
| Routing |
| Escalation |
Y |
Y |
Y |
Y |
| Flow-based routing support |
Y |
Y |
Y |
Y |
| Other |
| Omni Supervisor Monitoring |
Y |
Y |
Y |
Y |
| Session Continuity Across Devices |
Y |
Y |
Y |
Y |
| Accessibility VPAT |
Y |
Y |
Y |
N/A |
| APIs |
| Context Events API |
N |
Y |
N |
N |
| REST API |
Y |
Y |
Y |
Y |
| User Verification API |
Y |
Y |
Y |
N/A |
| Show/Hide Chat Button API |
Y |
Y |
N/A |
N/A |
| Hidden Pre-Chat API |
Y |
Y |
Y |
N/A |
| Populate Pre-Chat Form Fields API |
Y |
Y |
Y |
N/A |
| Auto-Responses API |
Y |
Y |
N/A |
N/A |
| Launch Chat API |
Y |
Y |
N/A |
N/A |
| Send Message API |
Y |
Y |
N/A |
N/A |
| Inline Mode |
N |
Y |
N/A |
N/A |
