---
schema_version: "1"
id: a800febc9dae3f8bae4f7913033120028bc523090fd160f368b8af7b8a3f8693
title: Chat for Support Agents
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/live_agent_support_agents_intro.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.live_agent_support_agents_intro.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 896025b28b7f9e3e6d16338b1556fddd691923ae1fca0a786bd7f09ebf6aaeb7
description: Welcome to Chat for support agents! Chat is a comprehensive chat solution that makes it easy for you to support customers.
products:
  - Service Cloud
release: "264"
---
# Chat for Support Agents

Welcome to Chat for support agents! Chat is a comprehensive chat solution that makes it easy for you to support customers.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d39396e60">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d39396e60 ">To chat with visitors in the Salesforce console: </td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d39396e60 ">Chat is enabled, set up, and included in a Salesforce console app</td>

          </tr>
        </tbody>
      </table>

![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).

As a support agent, you assist dozens of customers with their support issues every day. Chat is fully integrated with the rest of Salesforce, making it easy for you to access all the information you need about your customers in a single workspace. In addition, Salesforce leverages the power of Agentforce Service (formerly Service Cloud), giving you access to important tools like a knowledge base and pre-defined support messages, that let you assist your customers and close cases more quickly.

Whether you're a seasoned veteran or new to Chat, there are several tools at your disposal that make it easy to assist multiple customers at the same time with chat. Let's get started.

- **[Assist Customers with Chat](https://help.salesforce.com/s/articleView?id=service.live_agent_assist_customers_with_chat.htm&release=264.0.0&type=5)**  
    Use Chat to quickly help your customers solve issues.
- **[Transfer Chats to an Agent, Skill, or Button](https://help.salesforce.com/s/articleView?id=service.live_agent_transfer_chat_about.htm&release=264.0.0&type=5)**  
    Chats can be transferred to another agent, skill, or button so your customers always receive the highest-quality help from the most relevant sources. This information applies to chats routed with Live Agent routing only.
- **[View Customer Records in the Salesforce Console](https://help.salesforce.com/s/articleView?id=service.live_agent_view_customer_records.htm&release=264.0.0&type=5)**  
    Salesforce automatically creates some records when a chat ends. These records store information about chat customers and their interactions with agents. View these records in the console in Salesforce Classic.

#### See Also

- [Chat for Support Supervisors (Salesforce Classic)](https://help.salesforce.com/s/articleView?id=service.live_agent_support_supervisors_intro.htm&release=264.0.0&type=5 "Welcome to Chat for support supervisors! Chat makes it easy for your agents to support customers. With Chat's supervisor tools, you can easily monitor your agents' activities, assist your agents in chats, and view data on your agents' chat sessions. This information applies only to Chat in Salesforce Classic.")
- [Permissions for Chat Support Agents](https://help.salesforce.com/s/articleView?id=service.live_agent_support_agent_permissions.htm&release=264.0.0&type=5 "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.")