---
schema_version: "1"
id: 3be4ef7e6bea02fed43b8a159cc8f9bc74090b97fad2c0c4ff2a9ef0a9b729ec
title: Chat Button Settings
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/live_agent_button_settings.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.live_agent_button_settings.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: d3ab583016f9abd9737d47c1cd20c3d8867355b6d33d1564ecbe75e0e09712b3
description: Chat button settings control the behavior of the chat buttons that customers use to interact with agents.
products:
  - Service Cloud
release: "264"
---
# Chat Button Settings

Chat button settings control the behavior of the chat buttons that customers use to interact with agents.

### 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).

## Basic Information

Configure the basic functionality that’s available on a particular chat button.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:25%">
          <col style="width:75%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36509e89">Setting</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36509e92">What It Does</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e89 ">
              <samp class="parmname">Type</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e92 ">
              <p>Determines the type of button that you want to create. </p>
              <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium">
                <div class="slds-media slds-media_responsive">
                  <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-error"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_warning.png" alt="Warning"></span></div>
                  <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Warning</span> When you create a chat button to host on your website, you must set this option
                    to Chat Button.</div>
                </div>
              </div>
            </td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e89 ">
              <samp class="parmname">Name</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e92 ">
              <p>Names the chat button.</p>
              <p style="margin-bottom:0;">This button name, or a version of it, automatically
                becomes the <samp class="parmname">Developer Name</samp>.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e89 ">
              <samp class="parmname">Developer Name</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e92 ">Sets the API name for the chat button.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e89 ">
              <samp class="parmname">Language</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e92 ">Sets the default language for text in the chat window.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e89 ">
              <samp class="parmname">Enable Customer Time-Out</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e92 ">Indicates whether chats are ended if the customer doesn’t respond within a
              specified period.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e89 ">
              <samp class="parmname">Customer Time-Out (seconds)</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e92 ">Sets the amount of time that a customer has to respond to an agent message
              before the session ends. The timer stops when the customer sends a message and
              starts again from 0 on the next agent's message.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e89 ">
              <samp class="parmname">Customer Time-Out Warning (seconds)</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e92 ">
              <p>Sets the amount of time that a customer has to respond to an agent message before
                a warning appears and a timer begins a countdown. </p>
              <p>The warning disappears (and the timer stops) each time the customer sends a
                message. </p>
              <p>The warning disappears (and the timer resets to 0) each time the agent sends
                message. </p>
              <p style="margin-bottom:0;">The warning value must be shorter than the time-out value (we recommend at least
                30 seconds).</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e89 ">
              <samp class="parmname">Custom Agent Name</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e92 ">Sets the agent’s name in the chat window.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e89 ">
              <samp class="parmname">Auto Greeting</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e92 ">
              <p>Sets a customized greeting message that the customer receives automatically
                when an agent accepts the customer’s chat request. </p>
              <div>
                <p>Optionally, use merge fields
                  to customize the information in your greeting by using the Available Merge Fields
                  tool. For example, you can personalize the chat experience by using merge fields
                  to include the customer’s name in the greeting.</p>
                <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium">
                  <div class="slds-media slds-media_responsive">
                    <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png" alt="Note"></span></div>
                    <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> If you specify an automatic
                      greeting message in both your Chat configuration and in an individual chat
                      button, the message that’s associated with your chat button overrides the
                      message that’s associated with your configuration.</div>
                  </div>
                </div>
              </div>
            </td>

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

## Routing Information

Configure how the button or invitation routes chats to the best-fit agent.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:25%">
          <col style="width:75%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36509e255">Setting</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36509e258">What It Does</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e255 ">
              <samp class="parmname">Routing Type</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e258 ">Sets how chats are routed to an agent. To configure dynamic skill requirements,
              select the Omni-Channel routing type and configure skills-based routing rules. </td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e255 ">
              <samp class="parmname">Skills</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e258 ">Associates skills with the button. If you select Button Skills as the routing
              type, incoming chat requests are routed to agents with the skills that you
              specify.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e255 ">
              <samp class="parmname">Enable Queue</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e258 ">Indicates that queueing is enabled. Queueing allows incoming chat requests to
              wait in a queue until an agent with the appropriate skills is available to accept
              the chat.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e255 ">
              <samp class="parmname">Queue Size Per Agent</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e258 ">Determines the queue’s capacity to hold chat requests per available agent. For
              Live Agent routing or when chats have a size of 1, this setting controls the number
              of chats allowed to queue for each agent.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e255 ">
              <samp class="parmname">Overall Queue Size</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e258 ">
              <p>Determines the queue’s capacity to hold chat requests. For Live Agent routing
                or when chats have a size of 1, this number is the maximum number of chats allowed
                to queue.</p>
              <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium">
                <div class="slds-media slds-media_responsive">
                  <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png" alt="Note"></span></div>
                  <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> If a chat is routed based on skills, the queue size is per skill. For
                    example, if an Omni-Channel flow or skills-based routing rules add three skill
                    requirements, the queue size limit is three times the size defined for the chat
                    button. As a result, Omni Supervisor can show a larger queue size than the limit
                    that’s defined in this chat button setting. </div>
                </div>
              </div>
            </td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e255 ">
              <samp class="parmname">Automatically Accept Chats</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d36509e258 ">Chat requests originating from the button are automatically accepted by the
              first available agent.</td>

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

## Chat Button Customization

You can optionally customize your chat button with custom images by associating your deployment with a Salesforce site and its static resources.

 
| Setting | What It Does |
| --- | --- |
| Site for Resources | Determines the Salesforce site that’s associated with the chat button. By associating your button with a Salesforce site, you can customize the button with branding images. Store your branding images as static resources with your Salesforce site. |
| Online Image | Sets the custom button graphic that appears when the chat button is available for customers to request new chats. |
| Offline Image | Sets the custom button graphic that appears when the chat button is unavailable. |
| Custom Chat Page | Replaces the standard chat window with a custom chat window page that you’ve developed. Use this option only to use a chat window other than the default chat window. |
| Pre-Chat Form Page | Directs chats to the Lightning Platform page that hosts your customized pre-chat form that customers see before they begin a chat with an agent. |
| Pre-Chat Form URL | The absolute URL of your pre-chat form page. |
| Post-Chat Page | Directs chats to your customized post-chat page that customers see after they complete a chat. |
| Post-Chat Page URL | The absolute URL of the web page that hosts your post-chat page. |

#### See Also

- [Customize Your Chat Branding with Salesforce Sites](https://help.salesforce.com/s/articleView?id=service.live_agent_customize_branding_with_sites.htm&release=264.0.0&type=5 "To customize your Chat implementation with images, use a Salesforce Site to upload the images for your chat window and chat buttons.")
- [Chat Routing Options](https://help.salesforce.com/s/articleView?id=service.live_agent_chat_routing_options.htm&release=264.0.0&type=5 "Routing options in Chat enable you to specify how incoming chat requests are directed to agents. To use Chat in Lightning Experience, you must route chats with Omni-Channel. New chat buttons must use Omni-Channel routing—legacy Live Agent routing is no longer available.")
- [Chat Queuing Options](https://help.salesforce.com/s/articleView?id=service.live_agent_chat_queuing_options.htm&release=264.0.0&type=5 "Queuing options in Chat let you control how incoming chat requests are handled when no agents are available.")
- [Pre-Chat Forms and Post-Chat Pages](https://help.salesforce.com/s/articleView?id=service.live_agent_pre_post_chat_pages.htm&release=264.0.0&type=5 "Pre-chat forms and post-chat pages in Chat enable you to exchange information with customers who contact your company through chat.")