---
schema_version: "1"
id: ccbe944e984dd664c52539e7099a00f0ef2d77de25359d6599bc3931e7b32750
title: Add Flexibility and Power with Enhanced Chat
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/miaw_intro_landing.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.miaw_intro_landing.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 8d97aa154b6d5bcbb6fbcb2b85bc20fe27e760f90ffff8b56085c7513f9ae5ea
description: Start a conversation with customers on your mobile app or website. Enhanced Chat delivers enhanced pre-chat support to pinpoint customer needs and access records before the service rep connects in the Service Console. Custom branding and mobile push notifications provide a modern experience.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Add Flexibility and Power with Enhanced Chat

Start a conversation with customers on your mobile app or website. Enhanced Chat delivers enhanced pre-chat support to pinpoint customer needs and access records before the service rep connects in the Service Console. Custom branding and mobile push notifications provide a modern experience.

![Enhanced Chat banner image.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_main_banner.png)

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            <p>
              <a name="miaw_intro_landing__image_qy2_fff_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_intro_landing__image_qy2_fff_5cc" 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/learning_maps/lm_start.png" alt="Start"></span>
            </p>
            <p>
              <strong>Get Started</strong>
            </p>
            <p>
              <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/video.png" alt="Icon indicating that the following link is a video link"></span>
              <a href="https://salesforce.vidyard.com/watch/9j8W63GEFUdFYQYrHzpAM5" target="_blank">Video Demo</a>
            </p>
            <p><em>Trailblazer Community: </em><a href="https://trailhead.salesforce.com/trailblazer-community/groups/0F94S000000kRALSA2" target="_blank">Enhanced Chat</a></p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.reimagine_miaw.htm&amp;release=264.0.0&amp;type=5" title="Enhanced Chat provides your customers with a personalized messaging experience from your mobile app or website to the Service Console.">What’s Enhanced Chat?</a>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.miaw_faq.htm&amp;release=264.0.0&amp;type=5" title="Review answers to commonly asked questions about Enhanced Chat, formerly Messaging for In-App and Web.">Enhanced Chat FAQ</a></p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.messaging_life_cycle.htm&amp;release=264.0.0&amp;type=5" title="Learn how Salesforce tracks messaging sessions in Agentforce Service (formerly Service Cloud), from the first message to the last. Understanding session status transitions helps you route and monitor inquiries effectively.">Lifecycle of a
                Messaging Session</a>
            </p>
            <p style="margin-bottom:0;">Enhanced Chat releases continually. <a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_service.htm&amp;language=en_US" target="_blank">Check out new features here</a>.</p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="miaw_intro_landing__image_umh_3ff_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_intro_landing__image_umh_3ff_5cc" 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/learning_maps/lm_develop_2.png" alt="Gears"></span>
            </p>
            <p>
              <strong>Enable</strong>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.planning_checklist.htm&amp;release=264.0.0&amp;type=5" title="Before configuring an Enhanced Chat experience, consider your business's current support goals. This step helps you select the right Omni-Channel routing approach, pre-chat form fields, and custom parameters to personalize the experience.">Plan for Enhanced Chat</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.miaw_synchronous.htm&amp;release=264.0.0&amp;type=5" title="Enhanced Chat provides an asynchronous chat experience, which allows the end user to start, stop, and resume the same conversation when it’s convenient. However, Enhanced Chat also supports synchronous conversations with a clear beginning and end.">Create a Synchronous Chat Experience in Enhanced Chat</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.miaw_setup_stages.htm&amp;release=264.0.0&amp;type=5" title="Understand the three stages of setting up Enhanced Chat v1 or v2. We recommend following them in order for a smooth experience.">Quickly Set Up Enhanced Chat v1 or v2 for Testing</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.miaw_optimize_setup.htm&amp;release=264.0.0&amp;type=5" title="After completing basic setup, choose to add user verification, custom labels, branding, pre-chat and more to your Enhanced Chat v1 deployment.">Optimize Enhanced Chat v1 Setup</a></p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=xcloud.salesforce_app_messaging.htm&amp;type=5&amp;language=en_US" target="_blank">Chat with the Salesforce Mobile App</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="miaw_intro_landing__image_h14_jff_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_intro_landing__image_h14_jff_5cc" 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/learning_maps/lm_build_1.png" alt="Wrench"></span>
            </p>
            <p>
              <strong>Increase Productivity</strong>
            </p>
            <p>
              <em>Trailhead:</em>
              <a href="https://trailhead.salesforce.com/content/learn/modules/messaging-optimization-for-in-app-and-web" target="_blank">Optimize Enhanced Chat</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.miaw_cookbook_1.htm&amp;release=264.0.0&amp;type=5" title="Check out our recipes for optimizing Enhanced Chat to see if one fits your use case.">Cookbook for Enhanced Chat</a>
            </p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_productivity.htm&amp;type=5&amp;language=en_US" target="_blank">Increase Enhanced Chat and Enhanced Messaging
                Productivity</a></p>
          </td>

        </tr>
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            <p>
              <a name="miaw_intro_landing__image_wyn_yff_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_intro_landing__image_wyn_yff_5cc" 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/learning_maps/lm_code_1.png" alt="Code"></span>
            </p>
            <p>
              <strong>Develop</strong>
            </p>
            <p><a href="https://developer.salesforce.com/docs/service/messaging-web/overview" target="_blank">Web Developer Guide</a></p>
            <p>
              <a href="https://developer.salesforce.com/docs/service/messaging-in-app/overview" target="_blank">In-App Developer Guide</a>
            </p>
            <p>
              <a href="https://github.com/Salesforce-Async-Messaging/messaging-in-app-ios" target="_blank">iOS Examples &amp; Reference</a>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://github.com/Salesforce-Async-Messaging/messaging-in-app-android" target="_blank">Android Examples &amp; Reference</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="miaw_intro_landing__image_shm_1gf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_intro_landing__image_shm_1gf_5cc" 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/learning_maps/lm_learn_end_2.png" alt="Learn"></span>
            </p>
            <p>
              <strong>Migrate from Legacy Chat</strong>
            </p>
            <p>
              <em>Trailhead:</em>
              <a href="https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat" target="_blank">Migrating from Legacy Chat to Enhanced Chat</a>
            </p>
            <p>
              <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/video.png" alt="Icon indicating that the following link is a video link"></span>
              <a href="https://salesforce.vidyard.com/watch/9j8W63GEFUdFYQYrHzpAM5" target="_blank">Video: Migrate from Legacy Chat to Enhanced
                Chat</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&amp;release=264.0.0&amp;type=5" title="Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to Enhanced Chat (formerly known as Messaging for In-App and Web). Assess your readiness for transition with Chat Transition Readiness Report. Enhanced Chat offers many of the chat features that you love plus asynchronous conversations that can be picked back up at any time. Learn more about product improvements, feature comparisons, and setup considerations to prepare for your move to Enhanced Chat.">Replace Legacy Chat with Enhanced Chat</a>
            </p>
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.miaw_chat_vs_messaging.htm&amp;release=264.0.0&amp;type=5" title="Review the benefits of Enhanced Chat, and compare the modernized channel to our Legacy Chat product.">Compare Enhanced Chat Capabilities to Legacy Chat Capabilities</a>
            </p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_chat_migration_tool.htm&amp;release=264.0.0&amp;type=5" title="Migrate from Legacy Chat to Enhanced Chat in just a few clicks. Then take important steps to complete setup.">Use the Migration Tool to Move from Legacy Chat to Enhanced Chat</a></p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">&nbsp;</td>

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

- **[What’s Enhanced Chat?](https://help.salesforce.com/s/articleView?id=service.reimagine_miaw.htm&release=264.0.0&type=5)**  
    Enhanced Chat provides your customers with a personalized messaging experience from your mobile app or website to the Service Console.
- **[Quickly Set Up Enhanced Chat v1 or v2 for Testing](https://help.salesforce.com/s/articleView?id=service.miaw_setup_stages.htm&release=264.0.0&type=5)**  
    Understand the three stages of setting up Enhanced Chat v1 or v2. We recommend following them in order for a smooth experience.
- **[Optimize Enhanced Chat v1 Setup](https://help.salesforce.com/s/articleView?id=service.miaw_optimize_setup.htm&release=264.0.0&type=5)**  
    After completing basic setup, choose to add user verification, custom labels, branding, pre-chat and more to your Enhanced Chat v1 deployment.
- **[Optimize Enhanced Chat v2 Setup](https://help.salesforce.com/s/articleView?id=service.enhanced_chat_v2_optimize_setup.htm&release=264.0.0&type=5)**  
    Add customizations and features to Enhanced Chat v2 for better look, experience and performance.
- **[Set Up Write with AI](https://help.salesforce.com/s/articleView?id=service.miaw_set_up_write_with_ai.htm&release=264.0.0&type=5)**  
    Let Service reps refine, expand, or summarize their Enhanced Chat or Enhanced Messaging responses to customers with Write with AI.
- **[Server-Sent Events for Real-Time Messaging](https://help.salesforce.com/s/articleView?id=service.miaw_sse_for_real_time_messaging.htm&release=264.0.0&type=5)**  
    Understand how our platform uses Server-Sent Events (SSE) to push data directly to a user's browser in real time. Learn why network security tools sometimes flag and block SSE connections.
- **[Translate Chats Dynamically Using the Messaging User Language](https://help.salesforce.com/s/articleView?id=service.miaw_translate_chats_using_messaging_user_language.htm&release=264.0.0&type=5)**  
    Salesforce Enhanced Web Chat uses the Messaging User Language field on the Messaging End User record to drive real-time chat translations. The conversation's translation language automatically aligns with the customer's identified locale. If a customer requests to switch languages mid-conversation, support reps can update the language field to instantly update the translation tool without disrupting the chat session. You can control the field-level security of the Messaging End User Language field to determine which users have access to it.
- **[Cookbook for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_cookbook_1.htm&release=264.0.0&type=5)**  
    Check out our recipes for optimizing Enhanced Chat to see if one fits your use case.
- **[Flow Recipes for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_recipes.htm&release=264.0.0&type=5)**  
    Design Omni-Channel Flows to accomplish your Enhanced Chat use case.