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.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To set up Chat: | Customize Application |
| To create user profiles or permission sets: | Manage Profiles and Permission Sets |
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.
- Add Chat to the Salesforce Console
Adding Chat to the Salesforce console enables agents and supervisors to chat with customers and access other customer service tools in one place. - Set Up Chat Answers from Knowledge Articles
If your organization uses Salesforce Knowledge, you can enable your agents to answer customer questions by using information from your knowledge base. Set up chat answers on articles so that agents can search for articles from Chat in the Salesforce console. - Add the Supervisor Panel to the Salesforce Console
Add the supervisor panel to the Salesforce console in Salesforce Classic to make your support supervisors’ work easier. That way, supervisors can access information about their agents without having to switch between workspaces. - Add a Lookup Component for Chats Routed with Omni-Channel to the Salesforce Console
Provide agents with a sidebar lookup component in their Salesforce console so they can quickly look up or create associated records for chats. This component is only for chats using Omni-Channel routing, and can be used in Salesforce Classic only.