---
schema_version: "1"
id: 2073855e83fdbb8160e449f1932f42a6ab9172a1e7d4d9bea02fffede6b6ffb8
title: Prepare a Salesforce Org 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_prepare_org_1.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.miaw_prepare_org_1.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 21086bc5ddc431717f99940a0f6754ccf91e93757d935f9dcac95581f484c905
description: Build a strong foundation for your new messaging channel and deployment.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Prepare a Salesforce Org for Enhanced Chat

Build a strong foundation for your new messaging channel and deployment.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
          <colgroup>
            <col style="width:50%">
            <col style="width:50%">
          </colgroup>
          <tbody>
            <tr class="">
              <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>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">
                <a name="miaw_prepare_org_1__d156e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_prepare_org_1__d156e335" 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> <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="d10922e102">User Permissions</th>
            </tr>
          </thead>
          <tbody>
            <tr class="">
              <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d10922e102 ">To set up Omni-Channel Flow and Enhanced Chat:</td>

              <td class="slds-cell-wrap" style="vertical-align:top;" headers="d10922e102 ">Customize Application</td>

            </tr>
            <tr class="">
              <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d10922e102 ">To modify permission sets and profiles:</td>

              <td class="slds-cell-wrap" style="vertical-align:top;" headers="d10922e102 ">Manage Profiles and Permission Sets</td>

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

In this stage of Enhanced Chat for Web setup:

1. Set Up Omni-Channel.
2. Create an Omni Flow.
3. Prepare the Messaging Session Layout.

## Set Up Omni-Channel

Enable Omni-Channel for your Enhanced Chat use case.

1. [Enable Omni Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&type=5&language=en_US).
2. [Create a Service Channel for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.service_presence_create_service_channel.htm&type=5&language=en_US).
3. [Create a queue](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US) where you want to route incoming messaging sessions. Add Messaging Session as a supported object.

## Create an Omni-Channel Flow

Create an Omni-Channel Flow for your Enhanced Chat use case.

With Omni-Channel set up, you’re ready to create an Omni-Channel Flow. This flow is required to route Messaging requests. Get up and running with a basic flow. After you set up your Pre-Chat Form, return to this flow to map pre-chat fields to your messaging channel.

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

Note This section assumes that you understand how to create flows with FlowBuilder. If you don’t, read the [Flow Builder](https://help.salesforce.com/s/articleView?id=platform.flow_builder.htm&type=5&language=en_US) documentation or take our [Flow Builder](https://trailhead.salesforce.com/en/content/learn/modules/flow-builder) Trailhead module.

1. From Setup, in the Quick Find box, enter Flows, and select **Flows**.
2. Create a **New Flow**.
3. In the **All + Templates** tab, select **Omni-Channel Flow**.
4. From the **Manager** tab, create a **New Resource**.
5. Select **Variable** as your **Resource Type**.
6. For the API Name, enter [recordId](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_recordid.htm&type=5&language=en_US). For the **Data Type**, specify **text**.
    
    ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png)
    
    Important The API name is case-sensitive and must be recordId. The messaging channel uses this value to pass information into this Omni-Channel flow.
7. Check **Available for input**, and then click **Done**.
8. From the **Elements** tab, select a **Route Work** action in your flow.
9. Name the **New Action**. Use recordId variable as the input value. Select **Messaging** for the **Service Channel**.
10. Specify **Queue**, **Agent**, **Bot**, or **Skills** as the Route To value.
    1. If you select Queue, use the Queue ID for the queue where you want to direct the work.
    2. If you select Agent, add the service rep's (agent's) name via the Agent ID field.
    3. If you select Bot, search for the bot name.
    4. If you select Skills, add the Skill Requirement List.
11. Click **Done**.
12. Your simple flow looks like this.
    
    ![A finished version of the flow that you've created.](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_route_work.png)
13. Save and activate your flow.

## Add Enhanced Chat to the Service Console.

Customize the Messaging Session layout to support messaging sessions in Enhanced Chat.

See [Add Enhanced Chat or Enhanced Messaging to the Service Console](https://help.salesforce.com/s/articleView?id=service.livemessage_create_console_app.htm&type=5&language=en_US).