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            Migrate from Legacy Chat to Enhanced Chat

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            Migrate from Legacy Chat to Enhanced Chat

            Set up a domain where you’ll host Enhanced Chat. Use the Legacy Web Chat Migration (Beta) tool to migrate to Enhanced Chat. And then take the required and optional next steps after using the tool.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Enhanced Web Chat channels
            X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
            User Permissions Needed
            To set up this feature:

            Customize Application

            AND

            Modify Metadata Through Metadata API Functions
            To modify permission sets and profiles: Manage Profiles and Permission Sets
            Note
            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.

            See Also

            Pre-Work Before Using the Migration Tool

            The migration tool asks for a domain where you'll host Enhanced Chat. It's not possible to host both a Legacy and Enhanced Chat deployment on the same page, so remove your chat widget before migration. To test your Enhanced Chat workflow before going live, consider entering a sandbox as the domain

            Use the Legacy Web Chat Migration (Beta) Tool

            Now that you completed the pre-work, migrate Legacy Chat to Enhanced Chat.

            1. In Setup, in the Quick Find box, enter Legacy and select Legacy Web Chat Migration (Beta).
            2. Click Get Started.
            3. First, tell us which type of Legacy Chat you have. Are you using Embedded Service (formerly known as Snapins) to expose chat to your customers? If the term Embedded Service doesn’t sound familiar, learn more here. Your answer to this question determines the remaining fields that appear on the page.
              1. If you select Yes, add your Embedded Chat Deployment. Under Deployment Type, if you select New Enhanced Web Chat Deployment, name your deployment, give it an API name, and add your domain. To map it to a new messaging channel, give it a name and developer name. To map it to an existing messaging channel, search for and select the channel. If you instead select Existing Enhanced Web Chat Deployment under Deployment Type, select your deployment and then choose a single language for your migrated custom labels. To migrate eligible Legacy Chat custom labels in more than one language, run through the migration tool again for each additional language.
              2. If you select No, add your Chat Deployment and Chat Button. We’ll create a new Embedded Service Deployment during migration. Name your deployment, give it an API name, and add your domain. To map it to a new messaging channel, give it a name and developer name. To map it to an existing messaging channel, search for and select the channel.
            4. Click Next.
            5. On the Next Steps page, review the information, and click Save.
            6. On the final page, a progress indicator lets you know that your deployment is migrating. Don’t navigate away from this page until the migration is complete. This can take up to 10 minutes.
            7. When migration is complete, you're presented with the Embedded Service Deployment Settings page. Customize your deployment before copying the code snippet to embed on your website. Republish your deployment after making any changes in the Settings page. Learn more about configuring your deployment or making additional enhancements to the Enhanced Chat experience.

            Required Next Steps After Using the Migration Tool

            The Legacy Web Chat Migration (Beta) tool migrates your queue to Enhanced Chat if you select the option to create a messaging channel in the process. To make the queue work in Enhanced Chat, add Messaging User and Messaging Session as supported objects to the Queue.

            1. From Setup, in the Quick Find box, enter Queues, and then select Queues.
            2. Click the name of your queue.
            3. Click Edit.
            4. Under Supported Objects, use the arrow to move Messaging User and Messaging Session from Available Objects to Selected Objects.
            5. Save your changes.
             
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