Review the benefits of Enhanced Chat, and compare the modernized channel to our Legacy Chat product.
Required Editions
| View supported editions for Enhanced Chat. | |
| View supported editions for Legacy Chat. | |
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This article applies to: Enhanced Chat and Legacy Chat channels. |
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This article doesn’t apply to: Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, and Bring Your Own Channel. |
Note Beginning in June 2025, Messaging for In-App and Web is
changing its name to Enhanced Chat. During this transition, you can possibly see references to
both names in our documentation. We wish we could magically update the name everywhere at
once, and we thank you for your patience as we evolve.
| Feature | Legacy Chat | Enhanced Chat for In-App | Enhanced Chat for Web |
|---|---|---|---|
| Persistent Conversations | |||
| Persistent conversation history (with user verification) | No | Yes | Yes |
| Asynchronous conversations (with user verification) | No | Yes | Yes |
| Cross-device conversations (with user verification) | No | Yes | Yes |
| Session continuity across tabs | Yes | N/A | Yes |
| Session continuity across subdomains | Yes | N/A | Yes |
| Settings | |||
| Compatible with Agentforce | No | Yes | Yes |
| Route to service rep, queue, bot, Agentforce Service Agent, or skills | Yes | Yes | Yes |
| Works in the Salesforce mobile app | No | Yes | Yes |
| Automated proactive messaging | No | Yes | No |
| Proactive messaging by service reps | No | Yes | No |
| Keyword-based automation | Yes | Yes | Yes |
| Omni-Channel sidebar support | No | Yes | Yes |
| Pre-chat form— visible and hidden fields | Yes | Yes | Yes |
| Terms and conditions acceptance in pre-chat | Yes | Yes | Yes |
| Customize pre-chat with Lightning Web Components | Yes | Yes | Yes |
| Populate pre-chat API | No | Yes | Yes |
| AI agent compatibility | No | Yes | Yes |
| Einstein bot compatibility | Yes | Yes | Yes |
| Business hours | No | Yes | Yes |
| Custom branding and UI labels | Yes | Yes | Yes |
| Multi-language support | Yes | Yes | Yes |
| Auto-response: Conversation started/ended, service rep joined, etc. | No | Yes | Yes |
| Invitations | Yes | No | No |
| Enhanced link messaging components | No | Yes | Yes |
| Question with options messaging components | No | Yes | Yes |
| Time selector messaging components | No | Yes | Yes |
| Secure form messaging components | No | Yes | Yes |
| Notification messaging components | No | Yes | Yes |
| Post-chat URL | Yes | Yes | Yes |
| Salesforce surveys | Yes | Yes | Yes |
| Estimated wait time | No | Yes | Yes |
| Conversation Catch-Up summaries | No | Yes | Yes |
| Idle customer timeout | Yes | Yes | Yes |
| Queue position | Yes | No | No |
| Public REST API | Yes | Yes | Yes |
| Channel menu support | Yes | No | Yes |
| IP blocking | Yes | No | No |
| Sensitive data rules | Yes | Yes | Yes |
| Service rep alias | No | Yes | Yes |
| Delete Data (API) | No | Yes | Yes |
| Individual-object linking flow template | No | Yes | Yes |
| Clone mobile deployment | No | Yes | N/A |
| Customize height of Enhanced Conversation component | No | Yes | Yes |
| Sneak peek | Yes | No | No |
| Supervisor and Service Rep Experience | |||
| Service Console integration | Yes | Yes | Yes |
| Supervisor monitoring | Yes | Yes | Yes |
| Flag raise and whisper | Yes | Yes | Yes |
| Multi-rep conferencing | Yes | Yes, up to 5 reps | Yes, up to 5 reps |
| Transfer to service rep, queue, or skills | Yes | Yes | Yes |
| Browser notification for assigned conversation | Yes | Yes | Yes |
| Outbound file attachments | No | Yes | Yes |
| Einstein Reply Recommendations support | Yes | Yes | Yes |
| Einstein Work Summaries support | Yes | Yes | Yes |
| Actions and Recommendations component support | Yes | Yes | Yes |
| Right-to-Left language support for service reps | Yes | Yes | Yes |
| KPI monitoring | Yes | Yes | Yes |
| Customer Experience | |||
| Inbound file attachments | Yes | Yes | Yes |
| Emoji support | No | Yes | Yes |
| Read and delivery receipts | No | Yes | Yes |
| Push notifications | No | Yes | N/A |
| Save transcripts | Yes | Yes | Yes |
| Message search | No | Yes | No |
| Right-to-left language support for end users | Yes | Yes | Yes |
| Supported Sites | |||
| External website | Yes | N/A | Yes |
| Experience Site templates: Build Your Own (Aura), Customer Account Portal, Partner Central, Help Center, and Customer Service | Yes | N/A | Yes |
| LWR Experience Site templates: Build Your Own (LWR) and Microsite (LWR) | No | N/A | Yes |
| Commerce Cloud templates: B2B and B2B2C Commerce templates | No | N/A | Yes |
| Mobile publisher | Yes | N/A | Yes |