This article applies to:
This article doesn’t apply to:
| 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 |
| 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 |
| 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 |
| 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 |