As wise as support agents are, sometimes a single support agent doesn’t have all the information that’s required to solve a customer’s problem. Chat conferencing lets you invite one or more agents into your customer chats. That way, your agents can turn boring chats into veritable support parties for your customers—all without disrupting the flow of conversation! Send a chat conferencing request to ask another agent to join you in a customer chat.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To create and edit configurations: | Customize Application |
| To enable chat conferencing: | Enable Chat Conference |
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 plus asynchronous conversations that can be picked back up at any time. Learn about migrating in Help and Trailhead.
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While you’re chatting with a customer, click
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- Select the agents that you want to transfer into the chat.
- Select whether to send the conference request to all agents with that skill or to a specific agent.
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Click Conference.
If the agent accepts the conference request, you see a notification in the chat log, and that agent can start chatting. If the agent declines the request, you see a notification above the chat log. The customer receives a notification when an agent joins or leaves a conference.
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If you decide to exit the conference, click Leave Conversation.
When the other agents leave the conference, agents see a notification in the chat log. The last agent in the conference must click End Conversation.
When an agent joins a conference, older chats are loaded. Gray lines appear while they’re loading.
When an agent doesn’t have access to other conversations with the customer, the agent sees a warning message indicating that some conversations aren’t viewable due to permissions.
Any saved and attached records open for other agents who join the conference and have the appropriate permissions. Only the originating or longest-attending agent can attach other records. If the longest-attending agent attaches or removes records during the conference, other agents don’t see these changes in their workspaces. For more about transferring chats and workspaces, see Transfer Chats.
If you use Omni-Channel routing, conferencing is available in Lightning Experience only.
To transfer chat conferences, set the routing type to Omni-Channel. You can't transfer a chat conference if it’s routed using button skills.