---
schema_version: "1"
id: 63e92e16ecd487057c8b4003e24a272e6567bae48f6b48cea78b6d2cc974ac46
title: Automate Enhanced Chat Setup for Employees in 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_msgng_sf_go_steps.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_embedded_msgng_sf_go_steps.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: d9199096aea8ba71040766c36456e171eb2776d3c6de0c03e3da7d02361cadd6
description: Salesforce Go simplifies the Enhanced Chat setup by automating multiple steps, from configuring Omni-Channel to routing chats to the IT Service Employee agent.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Automate Enhanced Chat Setup for Employees in IT Services

Salesforce Go simplifies the Enhanced Chat setup by automating multiple steps, from configuring Omni-Channel to routing chats to the IT Service Employee agent.

### 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>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d79461e74">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d79461e74 ">To build and manage Employee agents:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d79461e74 ">
              <p>Manage AI Agents</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Customize Application</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d79461e74 ">To enable Enhanced Chat features:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d79461e74 ">Customize Application</td>

          </tr>
        </tbody>
      </table>

Set up Agentforce for IT Service before setting up Enhanced Chat.

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_important.png)

Important If you already have an Agentforce agent that was created by using the IT Service Employee Agent template, delete it or the Enhanced Chat automated setup fails. To use an existing agent you created with the Salesforce Go automation, modify all downstream operations that use the agent. For example, edit the Route Messages to IT Employee Agent For Enhanced Chat Omni-Channel flow created as part of the automation to route messages to the agent you created.

1. From the Salesforce Go page, search for and select **Agentforce For IT Service**.
2. Turn on **Set Up Enhanced Chat for IT Service Employee** and confirm the changes.
    
    When you turn on this feature, it automatically configures these settings for the Enhanced Chat setup.
    
    - Omni-Channel: Turns on Omni-Channel settings, defines routing configurations, and sets up the Enhanced Chat messaging queue.
    - Employee Agent: Enables, deploys, and activates an Agentforce agent by using the IT Service Employee Agent template.
    - Omni-Channel Flow and Messaging Channel: Creates an Omni-Channel flow and a Messaging Channel to route requests to the Employee agent.