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Chat for Support Supervisors (Salesforce Classic)

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.

Required Editions

View supported editions.
User Permissions Needed
To chat with visitors in the Salesforce console: Chat is enabled, set up, and included in a Salesforce console app
Important
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.

As a support supervisor, you oversee your employees to ensure that they provide the best customer support possible. Chat is fully integrated with the rest of Salesforce, making it easy for you to access the information you need about your agents and their chat activity in a single workspace.

Whether you're a seasoned veteran or new to Chat, there are several tools at your disposal that make it easy to support and monitor your chat agents as they work with customers. Let's get started.

See Also