---
schema_version: "1"
id: 2603f132503f59a41c3a386a38a38d66306fe7c676c0e8c7e603aeee3f54b673
title: Chat Agent Configuration Settings
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/live_agent_configuration_settings.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.live_agent_configuration_settings.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 87774ec5994db4f3d7c31775996d30c7d95a489ff8d8986ac1ef8dc8631d1c35
description: Chat agent configuration settings control the functionality that’s available to agents and their supervisors.
products:
  - Service Cloud
release: "264"
---
# Chat Agent Configuration Settings

Chat agent configuration settings control the functionality that’s available to agents and their supervisors.

### 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).

Apply settings when you create or edit a Chat configuration.

## Basic Information

Configure the basic functionality that’s available to agents when they chat with customers.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:28.57142857142857%">
          <col style="width:71.42857142857143%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d20344e93">Setting</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d20344e96">What It Does</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e93 ">
              <samp class="parmname">Chat Configuration Name</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e96 ">
              <p>Name of this configuration.</p>
              <p style="margin-bottom:0;">This configuration 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="d20344e93 ">
              <samp class="parmname">Developer Name</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e96 ">Sets the API name for this configuration.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e93 ">
              <samp class="parmname">Chat Capacity</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e96 ">
              <p>Indicates how many chats an agent who is assigned to this configuration can be engaged
                in at the same time.</p>
              <p style="margin-bottom:0;">If Omni-Channel is enabled, the capacity is controlled in Omni
                setup.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e93 ">
              <samp class="parmname">Sneak Peek Enabled</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e96 ">Indicates whether agents can see what a chat customer is typing before the customer
              sends a chat message.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e93 ">
              <samp class="parmname">Request Sound Enabled</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e96 ">Indicates whether to play an audio alert when the agent receives a new chat request
              for the Classic UI and Chat widget only. Doesn’t apply to the Omni widget.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e93 ">
              <samp class="parmname">Disconnect Sound Enabled</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e96 ">Indicates whether to play an audio alert when a chat is disconnected for the Classic
              UI and Chat widget only. Doesn’t apply to the Omni widget. </td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e93 ">
              <samp class="parmname">Notifications Enabled</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e96 ">Indicates whether to display a desktop alert when an agent receives a new chat request
              for the Classic UI and Chat widget only. Doesn’t apply to the Omni widget.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e93 ">
              <samp class="parmname">Custom Agent Name</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e96 ">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="d20344e93 ">
              <samp class="parmname">Disable Auto-Greeting on Transfers/Conferences</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e96 ">Disable auto-greetings during agent transfers or conferences so customers don’t
              receive multiple greetings.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e93 ">
              <samp class="parmname">Auto Greeting</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e96 ">
              <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 an automatic greeting is set for your configuration and chat button, the
                      chat button message overrides the configuration message.</div>
                  </div>
                </div>
              </div>
            </td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e93 ">
              <samp class="parmname">Auto Away on Decline</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e96 ">
              <p>Sets the agent’s Chat status to “Away” automatically when the agent declines a chat
                request.</p>
              <p style="margin-bottom:0;">This option applies for the Classic UI and only when agents are assigned to chat
                buttons that use push routing.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e93 ">
              <samp class="parmname">Auto Away on Push Time-Out</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e96 ">
              <p>Sets an agent’s Chat status to “Away” automatically when a chat request that's been
                pushed to the agent times out.</p>
              <p style="margin-bottom:0;">This option applies for the Classic UI and only when agents
                are assigned to chat buttons that use push routing.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e93 ">
              <samp class="parmname">Critical Wait Alert Time</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e96 ">Determines the number of seconds that the agent has to answer a customer’s chat before
              the chat tab alerts the agent to answer. To see in the console, set Chat transcripts as a
              workspace tab.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e93 ">
              <samp class="parmname">Agent File Transfer Enabled</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e96 ">Indicates whether an agent can enable customers to transfer files through a
              chat.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e93 ">
              <samp class="parmname">Visitor Blocking Enabled</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e96 ">Indicates whether an agent can block visitors from an active chat within the
              Salesforce console. See <a href="https://help.salesforce.com/s/articleView?id=service.live_agent_block_IPs_admin_enable_agents.htm&amp;release=264.0.0&amp;type=5" title="Help your agents avoid troublesome customers by blocking chats from specified IP addresses.">Let Your Agents Block Visitors by IP Address</a>.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e93 ">
              <samp class="parmname">Assistance Flag Enabled</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e96 ">Indicates whether an agent can send a request for help (“raise a flag”) to a
              supervisor.</td>

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

## Assign Users

Assign eligible users to the configuration to give them access to Chat functionality. You can also assign profiles to a configuration. If a user is assigned a configuration at the profile and user levels, the user-level configuration overrides the configuration that’s assigned to the profile.

![Warning](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)

Warning Users are assigned to only one Chat configuration at a time. If you assign the same user to a second configuration, the system removes that user from the first configuration without warning you. Assign users to one Chat configuration carefully.

For example, let’s say that User A is assigned to Chat Configuration A. Then, you create Chat Configuration B and accidentally assign User A to it. Salesforce automatically removes User A from Chat Configuration A and reassigns the user to Chat Configuration B without notifying you.

 
| Setting | What It Does |
| --- | --- |
| Available Users | Indicates the users who are eligible to be assigned to the configuration. |
| Selected Users | Indicates the users who are assigned to the configuration. |

## Assign Profiles

Assign eligible profiles to the configuration to give users who are associated with the profiles access to Chat functionality. If a user is assigned a configuration at the profile and user levels, the user-level configuration overrides the configuration that’s assigned to the profile.

 
| Setting | What It Does |
| --- | --- |
| Available Profiles | Indicates the user profiles that are eligible to be assigned to the configuration. |
| Selected Profiles | Indicates the user profiles that are assigned to the configuration. |

## Supervisor Settings (Live Agent Routing Only)

Supervisor settings determine the Chat functionality that’s available to support supervisors. These settings, available only for the Classic UI, determine the default filters that apply to the Agent Status list in the supervisor panel.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d20344e465">Setting</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d20344e468">What It Does</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e465 ">
              <samp class="parmname">Chat Monitoring Enabled</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e468 ">Indicates whether supervisors can monitor their agents’ chats in real time while their
              agents interact with customers.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e465 ">
              <samp class="parmname">Whisper Messages Enabled</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e468 ">Indicates whether supervisors can send private messages to agents while agents chat
              with customers.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e465 ">
              <samp class="parmname">Agent Sneak Peek Enabled</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e468 ">Indicates whether supervisors can preview an agent’s chat messages before the agent
              sends them to the customer.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e465 ">
              <samp class="parmname">Default Agent Status Filter</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e468 ">
              <p>Determines the default agent status, such as Online, Offline, or Away, by which to
                filter agents in the supervisor panel.</p>
              <p style="margin-bottom:0;">When supervisors view the Agent Status list in the
                supervisor panel, they see a list of agents who have that status.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e465 ">
              <samp class="parmname">Default Skill Filter</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e468 ">
              <p>Determines the default skill by which to filter agents in the supervisor panel.</p>
              <p style="margin-bottom:0;">When
                supervisors view the Agent Status list in the supervisor panel, they see a list of agents
                who are assigned to that skill.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e465 ">
              <samp class="parmname">Default Button Filter</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e468 ">
              <p>Determines the default button by which to filter agents in the supervisor
                panel.</p>
              <p style="margin-bottom:0;">When supervisors view the Agent Status list in the supervisor panel, they see a
                list of agents who are assigned to that button.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e465 ">
              <samp class="parmname">Assigned Skills</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e468 ">
              <p>Determines the skills that are visible to supervisors in the supervisor panel.</p>
              <p style="margin-bottom:0;">When
                supervisors view the Agent status list in the supervisor panel, they see a list of agents
                who are assigned to these skills. If you don’t select any skills, the Agent Status list
                displays agents who are assigned to any skill.</p>
            </td>

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

## Chat Conference Settings

Determine whether agents can invite other agents to join them in a customer chat. Chat conferencing lets your agents include multiple agents in a single chat. That way, your agents can help your customers get the solutions that they need without making your customers wait for their chats to be transferred.

![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 Chat conferencing doesn’t support the Related Entities panel. If you attempt to use it with chat conferencing, important details aren’t be saved on your record.

![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 If you use Omni-Channel routing, conferencing is available in Lightning Experience only.

 
| Setting | What It Does |
| --- | --- |
| Chat Conferencing Enabled | Indicates whether agents can invite other agents to join them in customer chats. |

## Chat Transfer Settings

Determine how agents can transfer chats to other agents.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d20344e644">Setting</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d20344e647">What It Does</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e644 ">
              <samp class="parmname">Chat Transfer to Agents Enabled</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e647 ">Indicates whether agents can transfer chats to another agent directly.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e644 ">
              <samp class="parmname">Chat Transfer to Skills Enabled</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e647 ">
              <p>Indicates whether agents can transfer chats to agents assigned to a particular skill.
              </p>
              <p style="margin-bottom:0;">This option applies to Omni-routed conversation for Classic and Chat. This option isn’t
                available for Lightning and is different than Omni Skills-Based routing.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e644 ">
              <samp class="parmname">Chat Transfer to Skills</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e647 ">
              <p>Determines the skill groups to which agents can transfer chats.</p>
              <p style="margin-bottom:0;">This option applies
                to Omni-routed conversations for Classic and Chat. This option isn’t available for
                Lightning and is different than Omni Skills-Based routing.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e644 ">
              <samp class="parmname">Chat Transfer to Chat Buttons Enabled</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e647 ">Indicates whether agents can transfer chats to a button or queue.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e644 ">
              <samp class="parmname">Chat Transfer to Chat Buttons</samp>
            </td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d20344e647 ">
              <p>Determines the buttons to which agents can transfer chats. </p>
              <p style="margin-bottom:0;">Agents can transfer
                chats to available agents who are assigned to those buttons.</p>
            </td>

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

- **[Supported Browsers for Chat Notifications](https://help.salesforce.com/s/articleView?id=service.live_agent_chat_notifications_supported_browsers.htm&release=264.0.0&type=5)**  
    Chat notifications help agents respond to chats efficiently by alerting agents when certain events occur. The types of chat notifications that are supported are determined by the web browsers your agents use.