Understand the three stages of setting up Enhanced Chat v1 or v2. We recommend following them in order for a smooth experience.
Required Editions
Note Enhanced Chat v2 is now the default option for new organizations that turn on
chat.
| View supported editions. | |
This article applies to:
|
Enhanced In-App Chat and Enhanced Web Chat channels |
This article doesn’t apply to:
|
Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel |
| User Permissions | |
|---|---|
| To set up this feature: |
Customize Application AND Modify Metadata Through Metadata API Functions |
| To modify permission sets and profiles: | Manage Profiles and Permission Sets |
Important Before setting up a new channel, see What's Enhanced Chat and Plan for Enhanced Chat to review your choices.
Remember to test the experience in a sandbox before setting up in a production environment.
Tip Check
out this feature in Salesforce Go! Find a guided setup experience, explore more content,
discover related features, and monitor feature usage. See Discover and Set Up Features With Salesforce Go.
Follow the three stages of setup in order, as some steps depend on the completion of previous steps.
|
1. Prepare your users to chat Give service reps the right permissions to chat with customers. |
2. Prepare your org Set up Omni-Channel, create an Omni flow, and add messaging to the Service Console. |
3. Create a channel and a deployment Go through the quick start flow to create a basic Enhanced Chat configuration. |
- Give Users Access to Enhanced Chat
To let service reps message with customers, create and assign a permission set for Enhanced Chat service reps. - Prepare a Salesforce Org for Enhanced Chat
Build a strong foundation for your new messaging channel and deployment. - Create Your First Enhanced Chat Channel and Deployment
If you have no pre-existing channel for Enhanced Chat, use the quick start flow to create a channel and deployment. - Preview Your Enhanced Web Chat Setup
After adding Enhanced Web Chat to your site, preview your branding and configurations. - Troubleshoot Enhanced Chat Setup
Respond to error messages you may encounter while setting up Enhanced Chat.