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Explore Legacy Service Features
Create a Basic Chat Implementation

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Create a Basic Chat Implementation

Before you customize Chat, you need to create the basic Chat implementation for your Salesforce org. After you complete the basic setup steps, you’ll have a functioning Chat implementation that your agents can use to chat with customers.

Required Editions

View supported editions.
User Permissions Needed
To set up Chat: Customize Application
To create user profiles and permission sets: Manage Profiles and Permission Sets
Important
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 plus asynchronous conversations that can be picked back up at any time. Learn about migrating in Help and Trailhead.

  1. Enable Chat
    Get started with Chat by enabling it for your Salesforce org. After you enable Chat, you can customize it.
  2. Create Chat Users
    Before your users can assist customers with chat, you need to assign the users as Chat users. Chat users are support agents and supervisors who have the Salesforce permissions to assist customers with chat.
  3. Create and Assign Chat Skills
    Skills identify your agents’ areas of expertise. When you assign an agent to a skill, that agent receives chat requests that are related to the agent’s skill areas. You can also enable your supervisors to assign skills to agents. This information applies to Live Agent routing for chats only.
  4. Create Chat Agent Configurations
    Chat agent configurations define the functionality that’s available to your agents and support supervisors. Create configurations to give different capabilities to multiple types of users,
  5. Create Chat Deployments
    A deployment is a place on your company’s website that’s enabled for Chat. Create deployments to implement Chat and control its functionality on your website.
  6. Create Chat Buttons
    Create chat buttons to enable customers to request a chat with an agent directly from your website.
  7. Customize Your Chat Branding with Salesforce Sites
    To customize your Chat implementation with images, use a Salesforce Site to upload the images for your chat window and chat buttons.

See Also

 
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