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            Channel Menu Considerations and Limitations

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            Channel Menu Considerations and Limitations

            When setting up your channel menu, keep these restrictions and considerations in mind.

            Required Editions

            View supported editions.
            Important
            Important If you change your channel menu setup, the results can take up to 10 minutes to appear on your website due to caching.

            Enhanced Web Chat

            • A channel menu can support one Enhanced Web Chat channel, and the channel's deployment must have been published in the current or previous release. To get the latest version of features, security fixes, accessibility updates, and more, republish your Enhanced Web Chat deployment after every Salesforce release.
            • If your channel menu is connected to an Enhanced Web Chat channel, you can only add it to the footer region of an Experience Cloud site.

            Legacy Web Chat

            • You can select only one Embedded Service chat type in the same channel menu. Multiple chat channels create duplicate chat messages and repeat loading of JavaScript libraries.
            • If you configure your channel menu to show only Web Chat, the button isn’t displayed to your customers if service reps aren’t available. For the button to appear, this type of setup requires an additional step to bring the rep online before validating.

            Phone Channels

            Validation isn’t provided when you enter a phone number in your channel menu settings. If you intend to use the phone number for international customers, include a + sign with the country code. For example, +012125551212.

            WhatsApp

            For a more robust experience, your customers must install the WhatsApp native client version downloaded from whatsapp.com. Without the client, the Microsoft Store opens for Windows customers with the message “No apps named WhatsApp”.

            Static Resources

            • To use the latest static files, try to hard reload or clear the cache and refresh your web page. If the channel menu button doesn’t show after you complete setup, check for errors in the browser console. A missing button typically indicates a problem with downloading the script.
            • If you load static resource files for Experience Cloud sites, test your entire flow in the builder to discover any CSP errors. This step ensures that image URLs and assets from other domains specified in the static resource load at the appropriate time. Check the console first for CSP errors if something is missing.
             
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