--- schema_version: "1" id: 56aa00b0e0c57cbfe06bbf2661b05691ae72fa04168d143392c823268dbd8cc8 title: Set Up Chat with a Guided Setup Flow collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/live_agent_lightning_experience_setup_flow.md canonical_url: https://help.salesforce.com/s/articleView?id=service.live_agent_lightning_experience_setup_flow.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: b0e7c3a51e4530b67ed43205f6f8b065a5deba4741313b9910ce3ba8b4d72939 description: Get started with live web chat in Lightning Experience with a quick guided setup flow. Create a chat queue on Omni-Channel, select your chat team, and get the Embedded Service code snippet to add chat to your website. products: - Service Cloud release: "264" --- # Set Up Chat with a Guided Setup Flow Get started with live web chat in Lightning Experience with a quick guided setup flow. Create a chat queue on Omni-Channel, select your chat team, and get the Embedded Service code snippet to add chat to your website. ### Required Editions
View supported editions.
![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). The Chat setup flow is the fastest and easiest way to get up and running with live web chat. When you complete the flow, you’re ready to go online in the console and start chatting. This setup flow sets up Chat for Lightning Experience. This means that it also sets up Omni-Channel to route your chats. And for the best end-user experience, it also gets you started with Embedded Service. ## Where to Access the Setup Flow This flow is available from Service Setup in Lightning Experience. You can get to Service Setup by clicking the gear icon and selecting Service Setup. In Service Setup, you can find recommended setup flows, content, and tips based on what you’ve set up already. If you don’t see the setup flow you’re looking for, you can click **View All** to see the full list. Select the tile to launch the flow. ## What Does This Flow Do? In this setup flow, we walk you through: - Setting up chat routing with Omni-Channel - Specifying the website where you want customers request a chat - Selecting which records you want to link with your chats - Creating an offline support form so your customers can log a case while your team is away - Using the Embedded Chat code snippets to allow chat on your website ![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 We named a few of these objects for you. We also turn on several things in the background during the setup flow. Enabling Chat and Omni-Channel We turn on Chat and Omni-Channel if you haven’t already. When Chat is enabled, Salesforce creates a default Chat configuration, which defines settings for your chat agents. Service Channel for Chats Service channels let you choose which objects you want to route in Omni-Channel. We create a service channel for chats so your customers' chats can get to someone on your team. Basic Omni-Channel Setup We give you a basic Omni-Channel implementation that’s ready to route chats. - A queue enabled for chat, to hold incoming chats until they’re routed to someone on your team - A routing configuration and presence configuration, which work in tandem to control your team’s workload and set the priority for chats in your queue Assigned User Licenses We assign Service Cloud User and Chat User licenses to the users you select during the flow. These users are also granted the necessary user permissions to chat with customers in the console. Presence Statuses Presence statuses are how users go online in Omni-Channel. We create three presence statuses for your team to use: Available - Chat, On Break, and Busy. The Chat status makes the user available to accept chats only. Permission Set with Presence Statuses Assigned to Users To make sure that your team has access to the presence statuses we create, we make a permission set that assigns the presence statuses to the users you select in the setup flow. The permission set is called Chat Setup Flow (with developer name Live\_Agent\_Setup\_Flow). Chat Deployment and Chat Button We create a Chat deployment with default settings. We also create a chat button, which is named based on what you name the group of users you assign to the chat queue. These objects are used to connect Chat to Embedded Service. Embedded Service Deployment Your Embedded Service deployment uses your Chat deployment and chat button to provide a chat window that you embed in your website. We create an Embedded Service deployment with default settings and branding selection. Salesforce Site If you don’t have an existing Experience Cloud or Salesforce site, we create one for you after your provide the naming convention. Guest User Access for Your Site If you turn on Offline Support, we turn on guest access to the Support API on the Salesforce Site you select or create in the flow. This allows your customers to log cases using your offline support form. Omni-Channel Utility We add the Omni-Channel utility to your default Lightning Console app. This allows your agents to go online and accept incoming chat requests in Omni-Channel. - **[Chat Setup Flow: What’s Next?](https://help.salesforce.com/s/articleView?id=service.lex_service_setup_live_agent_whats_next.htm&release=264.0.0&type=5)** Learn where you can customize and view what you set up during the Chat setup flow.