Before your users can assist customers with chat, you need to assign the users as Chat users. Chat users are support agents and supervisors who have the Salesforce permissions to assist customers with chat.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To create or edit users: | Manage Internal Users |
| To enable agents to use Chat: | API Enabled administrative permission |
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.
All Chat users need the API Enabled administrative permission enabled on their associated profile before they can use Chat.
- From Setup, enter Users in the Quick Find box, then select Users.
- Click Edit next to a user’s name.
- Select Chat User. If you don’t see this checkbox, verify that your support organization has purchased enough Chat feature licenses.
- Click Save.
After creating users, make sure that you assign them a Chat configuration and associate them with the appropriate skills.
- Permissions for Chat Support Agents
Enable a few specific permissions for Chat support agents so that they have access to the tools that they need to provide help to customers. - Permissions for Chat Support Supervisors
You must enable certain permissions for Chat support supervisors so that they have all the tools they need to monitor agents’ activities and review customers’ information.