---
schema_version: "1"
id: 0c48b7f8969e5e679fbd72dbde7efcdaadc908773c2fa292d3a305a57630f27f
title: Cookbook for Enhanced Chat
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/miaw_cookbook_1.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.miaw_cookbook_1.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: befcf556575da86179caea77f2283daefac5634ebd85b5c271d9a26231a3f257
description: Check out our recipes for optimizing Enhanced Chat to see if one fits your use case.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Cookbook for Enhanced Chat

Check out our recipes for optimizing Enhanced Chat to see if one fits your use case.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
      <colgroup>
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          <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

        </tr>
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          <td class="slds-cell-wrap" style="vertical-align:top;">
            <a name="miaw_cookbook_1__d1109e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_cookbook_1__d1109e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span>
            <strong>This article applies to:</strong>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span>
            <strong>This article doesn’t apply to:</strong>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS,
            Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own
            Channel</td>

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

 
| Use Case | Recipe |
| --- | --- |
| Personalize an auto-response template with service rep and customer names. Send it when a service rep accepts the messaging session. | [Send a Personalized Customer Greeting with a Formula Template](https://help.salesforce.com/s/articleView?id=service.messaging_customize_auto_response.htm&type=5&language=en_US) |
| Create a Salesforce Survey and use an Auto-Response component to send it after a messaging session ends. | [Set Up Post-Chat Surveys for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.messaging_components_post_chat_survey.htm&type=5&language=en_US) |
| To provide service reps with customer information that helps move an interaction forward, send end-user data to the service console via the pre-chat API. | [Use Pre-Chat API to Pass Customer Information to the Service Rep in an External Website](https://help.salesforce.com/s/articleView?id=service.miaw_pre_chat_api_2.htm&release=264.0.0&type=5 "To provide service reps with customer information that helps move an interaction forward, send end-user data to the service console via the pre-chat API.") |
| To create a case when a customer messages outside of your business hours, don’t associate your business hours record with an Enhanced Chat deployment. Instead, create an Apex class that works with a flow and a bot to check your business hours record and create a case. | [Create a Case When a Messaging Session Starts Outside of Your Business Hours](https://help.salesforce.com/s/articleView?id=service.miaw_create_case_outside_business_hours.htm&release=264.0.0&type=5 "Let end users submit a case when trying to message outside of business hours. Use an Apex class and a bot to run a business hours check, then create the case from a flow.") |
| Configure your Omni-Channel flow to transfer messages from a bot to a single service rep or a queue. | [Set up a Bot-to-Rep Transfer in Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.bot_to_rep_transfer.htm&release=264.0.0&type=5 "Edit your Omni flow to transfer messages from a bot to a single service rep or a queue.") |