---
schema_version: "1"
id: e4d529b4b5f54c251e90c54f9333795baa5cabe4bdc7b852e7c5024fe0d35965
title: Send a Chat Conferencing Request
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/live_agent_conference_in_chats.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.live_agent_conference_in_chats.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 7d985dd74ef4af0fbac7936e3bf839f55fb9a81a0f7ab273238de9a5cb0cefe0
description: 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.
products:
  - Service Cloud
release: "264"
---
# Send a Chat Conferencing Request

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

<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="d14940e55">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d14940e55 ">To create and edit configurations:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d14940e55 ">Customize Application</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d14940e55 ">To enable chat conferencing:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d14940e55 ">Enable Chat Conference</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).

![Note](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)

Note You can conference in a single agent, or send a request to all agents and the first to accept joins the conference. You can conference multiple agents into a chat, but you must send each request individually.

1. While you’re chatting with a customer, click ![Chat Conferencing 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/chat_conferencing_icon.png).
2. Select the agents that you want to transfer into the chat.
3. Select whether to send the conference request to all agents with that skill or to a specific agent.
4. 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.
5. 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](https://help.salesforce.com/s/articleView?id=service.live_agent_transfer_chat_requests.htm&release=264.0.0&type=5 "You can transfer chat sessions to other agents when a customer needs extra help with an issue, or to make room for new requests.").

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.