---
schema_version: "1"
id: 2dd784086793eb329d1be9503f52af442e41ae6410815884150ddc318a5954d8
title: Enhanced Chat for IT Services
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_embedded_msging_setup.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_embedded_msging_setup.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: d6ccbfcb975d85ea4992d79359c6c6fad43468282f2f99c938b6e878d0a12380
description: Set up Enhanced Chat so employees can get help from the IT Service Employee agent on the self-service portal. The IT Service Employee agent can help find resources, resolve issues, and provide assistance to your employees conversationally and reduce the ticket load for your IT support team.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Enhanced Chat for IT Services

Set up Enhanced Chat so employees can get help from the IT Service Employee agent on the self-service portal. The IT Service Employee agent can help find resources, resolve issues, and provide assistance to your employees conversationally and reduce the ticket load for your IT support team.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

- **[Enhanced Chat for IT Service Employees](https://help.salesforce.com/s/articleView?id=service.it_srvcs_embedded_msging_emp_prnt.htm&release=264.0.0&type=5)**  
    Offer a way for your employees to connect with an Agentforce agent from the self-service portal for immediate assistance. Use the Salesforce Go automation to speed up the setup process for Enhanced Chat embedded messaging. Then, complete the remaining steps manually to deploy Enhanced Chat to the employee portal.
- **[Give Users Access to Enhanced Chat for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_embedded_msgng_permissions.htm&release=264.0.0&type=5)**  
    Give employees access to the IT Service Employee Agent and prepare IT support reps to receive Enhanced Chat conversations transferred from the agent.
- **[Transfer Enhanced Chat Conversations to IT Support Reps](https://help.salesforce.com/s/articleView?id=service.it_srvcs_embedded_msgng_transfer_reps.htm&release=264.0.0&type=5)**  
    Configure the IT Service Employee agent to transfer escalated Enhanced Chat conversations to the messaging queue for IT support reps.