---
schema_version: "1"
id: 33c0064066ab61c4177ac25a44d37caae9e88bca97aaf66d0066745273adba74
title: Add a Lookup Component for Chats Routed with Omni-Channel to the Salesforce Console
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/live_agent_add_sidebar_lookup_omnirouted.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.live_agent_add_sidebar_lookup_omnirouted.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 23a59a355d97ff500b1572e5c1a02fec5ac63f3365f19cec00cfbe910b1f886a
description: Provide agents with a sidebar lookup component in their Salesforce console so they can quickly look up or create associated records for chats. This component is only for chats using Omni-Channel routing, and can be used in Salesforce Classic only.
products:
  - Service Cloud
release: "264"
---
# Add a Lookup Component for Chats Routed with Omni-Channel to the Salesforce Console

Provide agents with a sidebar lookup component in their Salesforce console so they can quickly look up or create associated records for chats. This component is only for chats using Omni-Channel routing, and can be used in Salesforce Classic only.

### 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).

Before you add a sidebar component to the Salesforce console app, you need:

- A Salesforce console app with Chat and Omni-Channel added to it.
- At least one chat button that uses the routing option **Omni**.
- Edit access for Live Chat Transcript granted to agents handling chats routed through Omni-Channel.

1. From Setup, enter Chat in the Quick Find box, then select **Live Chat Transcripts** | **Page Layouts**.
2. Click **Edit** next to the Live Chat Transcript (In Progress) Page Layout.
3. Click **Custom Console Components**.
    
    ![Custom lookup components for the page layout](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/Custom_console_component_highlight.png)
4. Under Primary Tab Components, adjust your objects and other settings. Don’t move the component to the left sidebar, as chats appear on the left side.
    
    ![Multiple lookup components](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_component_settings.png)
5. Click **Save**.

Agents can now link and unlink records using the sidebar component.

**Sidebar Lookup Component with No Linked Records**

![Unlinked lookup components in the console](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/console_lookup_unlinked.png)

**Sidebar Lookup Component with Linked Contact Record**

![Linked contact record in the console](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/console_lookup_linked_new.png)

#### See Also

- [Add Chat to the Salesforce Console](https://help.salesforce.com/s/articleView?id=service.live_agent_add_to_salesforce_console.htm&release=264.0.0&type=5 "Adding Chat to the Salesforce console enables agents and supervisors to chat with customers and access other customer service tools in one place.")
- [Set Up Chat Answers from Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.live_agent_set_up_knowledge_chat_answers.htm&release=264.0.0&type=5 "If your organization uses Salesforce Knowledge, you can enable your agents to answer customer questions by using information from your knowledge base. Set up chat answers on articles so that agents can search for articles from Chat in the Salesforce console.")
- [Add the Supervisor Panel to the Salesforce Console](https://help.salesforce.com/s/articleView?id=service.live_agent_add_supervisor_panel_to_salesforce_console.htm&release=264.0.0&type=5 "Add the supervisor panel to the Salesforce console in Salesforce Classic to make your support supervisors’ work easier. That way, supervisors can access information about their agents without having to switch between workspaces.")