Set up Chat so that your support agents use the console in Salesforce Classic to chat with customers. You can also add Embedded Service and Einstein Bots to give your agents and customers the best web chat experience.
Required Editions
| View supported editions. |
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 plus asynchronous conversations that can be picked back up at any time. Learn about migrating in Help and Trailhead.
- Create a Basic Chat Implementation
Before you customize Chat, you need to create the basic Chat implementation for your Salesforce org. After you complete the basic setup steps, you’ll have a functioning Chat implementation that your agents can use to chat with customers. - Customize Your Chat Implementation
After you set up your basic Chat implementation, customize it with solutions that are appropriate for your agents, supervisors, and customers. Chat offers several options for customizing your implementation declaratively, which means that no coding is required. - Set Up Chat in the Salesforce Console in Salesforce Classic
After you set up and customize your basic Chat implementation, add it to the Salesforce console so that your agents and supervisors can start using chat to assist customers. Additionally, you can set up some other features in the Salesforce console to create an even more robust chat experience for your agents and your customers. - Migrate from Legacy Live Agent to Omni-Channel for Chat
Are you loving Chat and want to add Omni-Channel to the mix? Here’s what changes for you and your organization (and not for your agents!).