---
schema_version: "1"
id: c7d0496af769983b558899188f7000dde89bf496334d0e5e7a420f03f34bd388
title: Customize the Embedded Chat Offline Form
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/snapins_chat_customize_offline_support_form.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.snapins_chat_customize_offline_support_form.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 1a54ba06a6c1a2e7b4838ba5d54727388b623775273b55a89a1fbd56d09af340
description: Allow customers to submit a case form with Embedded Chat when your support agents are offline. Customize the form depending on your business use case. Choose which fields appear, change the order, and mark certain fields as required.
products:
  - Service Cloud
release: "264"
---
# Customize the Embedded Chat Offline Form

Allow customers to submit a case form with Embedded Chat when your support agents are offline. Customize the form depending on your business use case. Choose which fields appear, change the order, and mark certain fields as required.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&amp;language=en_US" target="_blank">View supported editions</a>.</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="d15523e55">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d15523e55 ">To set up Embedded Chat:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d15523e55 ">Customize Application AND Modify Metadata</td>

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

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png)

Important

Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat).

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png)

Important Before you start, enable Web-to-Case and turn on the “Enable Support QuickAction Rest endpoint for Guest Users” permission for your org. If the permission isn’t set, your customers can’t request a chat.

To set up an offline support form:

1. From Setup, in the Quick Find box, enter Embedded Service, and then select **Embedded Service Deployments**.
2. To select the deployment that you want to work with, click the arrow next to the deployment name, and then select **View**. To create a new deployment, select the **New Deployment** button and following the steps.
3. Click **Edit** next to Chat Settings.
4. In the Offline support section, move the radio button to **Active**. If you see a warning about enabling guest access for your associated Salesforce site, click the link to enable it.
5. Click **Edit**.
6. Select a Case record type.
7. Select the fields shown on the form.
    1. To change the order of the fields, use the up arrow and down arrow.
    2. To add a field, click **+**. You can add only fields that are available on the object. Add up to 4 fields to make it user-friendly.
        
        ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png)
        
        Note If you add a field with the Unique attribute and a visitor enters a duplicate field value, the case submission confirmation is displayed even though the case isn’t created. Add unique fields to this form only if you’re certain that visitors are unlikely to enter duplicate values.
    3. To remove a field, click **X**.
    4. To require customers to fill out a field, select **Required** next to the field.
8. Optionally, enter a URL for the offline support header image. The image appears in the header of the chat window when the customer opens the offline support form.
9. Save your changes.
10. Refresh your code snippet and paste it into your website.

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png)

Important To turn off your offline support form at any time, view your deployment in Setup and move the Offline support slider to **Inactive**. Refresh and repaste the code snippet into your website each time you turn offline support on or off.

To create custom field names in your offline form, follow these steps:

1. From Setup, in the Quick Find box, enter Rename Tabs and Labels, and then select **Rename Tabs and Labels**.
2. Set your primary deployment language from the Select Language dropdown list.
3. Select **Edit** next to the Cases tab option. To revert to the original name, select **Reset**.
4. Enter the singular and plural forms of the new tab name. Also, if applicable for the language, select **Starts with a vowel sound** for labels that begin with a vowel to ensure the proper article (such as a or an). Then select **Next**. When you rename a tab or an object, you can’t use the name of another standard tab, custom object, external object, or custom tab.
5. Enter your labels for the standard field labels. If necessary, enter both a singular and plural form for each label. Select **Starts with a vowel sound** for labels that begin with a vowel. Then save your changes.