Chat Session Records

Every time your agents log in to Chat, a Chat session record is automatically created. These session records store information about your agents’ and customers’ interactions online, such as how many chat requests were processed, how long agents spent online, or how long agents were actively engaged in chats with customers.

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.

Use Chat sessions to find and edit information about your support agents’ chats with customers. For example, you can create a list called "Today’s Sessions" to view chat activity that occurred in one day.

You can associate session records with cases, accounts, contacts, and leads or link them with other objects through custom lookup fields.

Note If you have the correct permissions, you can create, view, edit, or delete session records, just like other record types in Salesforce. However, session records are meant to provide a paper trail for the chats between your agents and customers, so we don't recommend tampering with these records in most cases.

Important Chat session records don’t include chats routed with Omni-Channel. Information about chats routed with Omni-Channel can be found in Agent Work records.