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Considerations and Limitations for Using the Legacy Web Chat Migration (Beta) Tool
Before you migrate from Legacy Chat to Enhanced Chat, review what is and isn’t migrated.
Required Editions
| View supported editions. | |
This article applies to:
|
Enhanced In-App Chat and Enhanced Web Chat channels |
This article doesn’t apply to:
|
Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel |
Note Beginning in June 2025, Messaging for In-App and Web is
changing its name to Enhanced Chat. During this transition, you can possibly see references to
both names in our documentation. We wish we could magically update the name everywhere at
once, and we thank you for your patience as we evolve.
What Is Migrated
- Your branding elements. Learn More.
- Some custom labels from Legacy Chat are migrated in one language per run through the migration tool. Learn More.
- Customer Idle Timeout. A time between 5 and 30 minutes is migrated to the Customer Inactivity settings. Automatically mark conversations inactive after a period of customer inactivity is selected. Learn more.
- The queue that you used in Legacy Chat routing. In Enhanced Chat, add Messaging User and Messaging session as the supported objects to the Queue to work with MIAW. Learn More.
- Whether you chose to allow Legacy Chat customers to download a transcript. This determines whether the Let customers download their conversation transcripts box is selected in Enhanced Chat. Learn More.
- Whether you chose to enable and require Terms and Conditions in Legacy Chat. This determines whether the Show Terms and Conditions in pre-chat and Require users to accept Terms and Conditions before chatting boxes are selected in Enhanced Chat. Learn More. If you do have Terms and Conditions acceptance enabled, your terms and conditions label will migrate to the custom labels page, where you have the option to make edits and add a placeholder. Learn More.
What Isn’t Migrated
- Offline Support. In Enhanced Chat, consider creating a case when a message is initiated outside of business hours.
- Prechat data. Re-create your prechat form in Enhanced Chat.
- Custom Lightning Web Components (LWCs). Create new LWCs in Enhanced Chat.
- Customer Idle Timeout Warning. Recreate this warning with a customer inactivity Auto-Response.
- Some of the custom labels from Legacy Chat aren’t used in Enhanced Chat. Learn which custom labels are migrated to Enhanced Chat. Learn which additional custom labels you can create in Enhanced Chat.
- Your Legacy Chat site endpoint. You receive a new site endpoint for your Enhanced Chat embedded service deployment, which you can view on the Embedded Service Deployment Settings page.
- The Legacy Chat code snippet. Configure and copy your new code snippet for Enhanced Chat.
- The Omni Flow that you used to route Legacy Chat. Create a new Omni Flow for your Enhanced Chat configuration.
- Custom Agent Name isn't migrated. To protect the identity of your Enhanced Chat service reps, create agent aliases.
- Post Chat Surveys. Re-create a post-chat survey in Enhanced Chat.
- Reports. Re-create your reports in Enhanced Chat.
- Some Legacy Chat features aren’t migrated because they aren't supported in Enhanced Chat. Learn which features carry over to Enhanced Chat.
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