---
schema_version: "1"
id: f953421db64883eee3be942879fab44ed7b22f7f0c21fd3e9ef7ec076bf56d18
title: Access Customer Details During a Chat
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/live_agent_access_details_in_details_tab.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.live_agent_access_details_in_details_tab.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 1e2607a465f060cdbb70c8faa629df37d5ca643d56eb8c17919876e1cc530666
description: When you accept a chat request, a details tab for that chat opens automatically. The details tab includes information about the visitor and lets you look up records related to the chat, such as contacts and cases.
products:
  - Service Cloud
release: "264"
---
# Access Customer Details During a Chat

When you accept a chat request, a details tab for that chat opens automatically. The details tab includes information about the visitor and lets you look up records related to the chat, such as contacts and cases.

### 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;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png)

Important

Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat).

- To search for a record, type a name in the relevant box in the Related Entities section of the page, then click ![Lookup field icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/lookup.png). To associate a record you find to the chat, select it from the search results list and click **Save**.
    
    In older organizations, you could access records and visitor details from the Related Entities panel during chats. However, starting with Summer ’14, the Related Entities panel in the details tab isn’t available for new Chat customers. Existing customers will continue to have access to the Related Entities panel.
- Once you associate an existing record to the chat, click the name of the record to open it in a new tab.
- To create a new record, click **New Case**, **New Lead**, **New Contact**, or **New Account**.