---
schema_version: "1"
id: 0b4f81341249991783c0f3898d108268af6a7361e13da100f7d905eea26b0ac3
title: Assist Customers with Chat
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/live_agent_assist_customers_with_chat.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.live_agent_assist_customers_with_chat.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e577ca8d76b3cf39b879293d46bd5f71f818c3c6781bbb91f6893a4ad94a4094
description: Use Chat to quickly help your customers solve issues.
products:
  - Service Cloud
release: "264"
---
# Assist Customers with Chat

Use Chat to quickly help your customers solve issues.

### 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>

<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="d30904e56">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d30904e56 ">To chat with visitors in the Salesforce console: </td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d30904e56 ">Chat is enabled, set up, and included in a Salesforce console app</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).

Using Chat in the Salesforce console gives you access to several other Service products that let you assist customers in a comprehensive way.

- **[Change Your Chat Status](https://help.salesforce.com/s/articleView?id=service.live_agent_change_status.htm&release=264.0.0&type=5)**  
    Change your Chat status to control when you’re available to receive new and transferred chats.
- **[Chat with Customers](https://help.salesforce.com/s/articleView?id=service.live_agent_chat_with_customers.htm&release=264.0.0&type=5)**  
    Accept incoming chat requests to begin chatting with customers in a Salesforce console app.
- **[Access Customer Details During a Chat](https://help.salesforce.com/s/articleView?id=service.live_agent_access_details_in_details_tab.htm&release=264.0.0&type=5)**  
    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.
- **[Send Quick Text Messages in Chats](https://help.salesforce.com/s/articleView?id=service.live_agent_send_quick_text_messages.htm&release=264.0.0&type=5)**  
    Send chat customers predefined messages to respond more quickly. You can create quick text for greetings, notes, answers to common questions, and more.
- **[Transfer Files During a Chat](https://help.salesforce.com/s/articleView?id=service.live_agent_transfer_files.htm&release=264.0.0&type=5)**  
    Give customers the ability to upload and transfer files during a chat so they can easily share more information about their issues.
- **[Attach Articles to Chats](https://help.salesforce.com/s/articleView?id=service.live_agent_attach_articles_to_chats.htm&release=264.0.0&type=5)**  
    Use the Knowledge One widget to find articles that help solve customer issues during chats.
- **[Attach Records to Chat Transcripts](https://help.salesforce.com/s/articleView?id=service.live_agent_attach_records_to_transcripts.htm&release=264.0.0&type=5)**  
    Search for or create records to attach to a chat transcript as you chat with customers in a Salesforce console app.
- **[Block Unwanted Chat Customers](https://help.salesforce.com/s/articleView?id=service.live_agent_block_IPs_enduser.htm&release=264.0.0&type=5)**  
    You can block chats from troublesome customers right from the Salesforce console. For example, if a customer is using abusive language or sending spam messages, you can block that user from starting a new chat.
- **[End a Chat Session](https://help.salesforce.com/s/articleView?id=service.live_agent_end_chat_session.htm&release=264.0.0&type=5)**  
    End a chat session after you’ve finished chatting with a customer and updating the records related to their chat.