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            Enhanced Chat

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            Enhanced Chat

            Enhanced Chat is Salesforce’s messaging channel. It allows Agentforce agents to handle customer interactions directly from your website or mobile app. Enhanced Chat currently offers two versions: Enhanced Chat v1 and Enhanced Chat v2.

            Both versions of Enhanced Chat share these key features and capabilities

            • Autonomous issue resolution: The Agentforce agent can autonomously process incoming requests and resolve inquiries. Resolve your customer requests such as billing questions, booking appointments, or finding order status with minimal wait time.
            • Escalation to service reps: Escalate the conversation from an Agentforce agent to a human service representative when necessary or when specifically requested by your customer.
            • Interactive content: Leverage clickable messaging components to provide the interactive, visually rich experience that customers expect from modern messaging channels.

            Enhanced Chat v2

            Enhanced Chat v2 is the latest messaging interface optimized for a modern interaction experience and agentic use cases. It supports customizing through custom lightning types enabling you to tailor interactions beyond standard messaging components such as rich link previews or quick replies.

            Enhanced Chat v2 offers these key features and capabilities.

            • Modern Interaction Experience: Adopt a refreshed, Agentforce-style branding designed to be modern out of the box.
            • Custom Content: Define and render standard and Custom Lightning Types, allowing you to showcase custom Lightning Web Components within a chat.
            • Agentic Features: Support advanced features for agents, such as token streaming.
            • Performance: Experience improved chat window loading times.
            • Context Events API: Enable the passing of user session details (such as current page URL and search activity) to the agent by supporting context events through a new API (utlAPI).

            To connect a service agent to Enhanced Chat v2, see Connect an Agent to Enhanced Chat v2.

            Enhanced Chat v1

            Enhanced Chat v1, formerly known as Messaging In-App and Web, is highly configurable and supports web and mobile chat experiences tailored for large enterprises.

            Enhanced Chat v1 offers these key features and capabilities.

            • Customization: Configure extensive UI branding options, leveraging its high degree of configurability.
            • Agent Routing: Set Business Hours and Agent Availability for transfers and routing. Display Estimated Wait Time and Queue Position to the customer.
            • Security and Authentication: Support user verification and set authorization token expiration times for both verified and unverified users.
            • Customer Actions: Enable customers to send attachments to agents and download conversation transcripts.
            • Messaging Components: Include interactive elements and automated responses, such as rich links, various question formats, and auto-responses with post-chat surveys.
            • Client APIs: Access a wider range of Client APIs, including those for User Verification, Hidden Pre-Chat, Populate Pre-Chat Form Fields, and Auto-Responses.

            To connect an agent to Enhanced Chat v1, see Connect an Agent to Enhanced Chat v1.

            Choosing Your Enhanced Chat Version

            Choose between Enhanced Chat v1 and Enhanced Chat v2 based on your specific use case, implementation, and the features available in each version.

            Note
            Note If you deploy both versions on the same website, messages may fail to appear in the Enhanced Chat v1 version. This is especially true for Lightning Types, as Enhanced Chat v1 does not support them. We recommend against mixing v1 and v2 deployments on the same domain to prevent unexpected behavior.

            Here are some guidelines to help you choose the right version.

              Enhanced Chat v2 Enhanced Chat v1

            Feature Availability

            		 Enhanced Chat V2 is the next version, offering a redesigned experience that evolves from v1 and introduces modern capabilities, such as Custom Lightning Types. See Compare Enhanced Chat v1 to Enhanced Chat v2 for a full feature list by version.
            Technical Requirements Use Enhanced Chat v2 for a modern aesthetic, better performance, and the ability to leverage custom rich content using Lightning Types. Use Enhanced Chat v1 for use cases that require extensive configurability and need complex implementation features such as pre-chat forms, or post-chat surveys.
            Implementation/Migration Path

            If you are a new Agentforce customer or don't currently use other messaging channels, consider implementing Enhanced Chat v2.

            If you are an existing customer and Enhanced Chat v2 meets your needs, migrate to v2 with just a few clicks to use the same agent.

            		 Use Enhanced Chat v1 if Enhanced Chat v2 doesn’t meet your needs.
            Agent Support Currently, Enhanced Chat v2 only supports Agentforce Service Agents. Enhanced Chat v1 supports both Agentforce Service Agents and Agentforce Employee Agents.
            • Connect an Agent to Enhanced Chat v1
              Connect an Agentforce Service agent to Enhanced Chat v1. Connect an Agentforce Employee agent to your Experience Cloud site with Enhanced Web Chat v1.
            • Use Additional Languages in Enhanced Chat Conversations
              Reach more customers and employees with a multi-language agent. After you select additional languages in your agent’s language settings and set up an Enhanced Chat channel, finish setting up additional languages for your agent.
             
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