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Chat Setup Flow: What’s Next?
Learn where you can customize and view what you set up during the Chat setup flow.
Required Editions
| View supported editions. |
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.
After completing the setup flow, you’re ready to offer web chat to your customers. But before you open the floodgates, we recommend testing your chat implementation and exploring more Chat, Omni-Channel, and Embedded Service features.
- Test it Out
- Check out what you just built. Go to your default Lightning console app and change your
Omni-Channel status to Chat. Then, open the web page where you placed your Embedded Service
code snippet and request a chat.
Note If you didn’t add yourself during the setup flow, you can add yourself to the permission set we created for you. - Dive Into Omni-Channel Features
Your Omni-Channel settings have much more to offer than what we turned on for you. Go to your Omni-Channel settings in Setup to turn on productivity-boosting features like decline reasons and push time-out.
You can create statuses that make users available for one or more work types at a time. For example, you can have a presence status that makes the agents available for chats and another for cases and chats. To create and edit presence statuses, go to Setup in Salesforce Classic and enter Omni-Channel in the Quick Find box. Then, select Presence Statuses. To assign presence statuses to you and your team, you can use permission sets or profiles.
You can add Omni-Channel to any console app. Simply edit or create a new console app in the App Manager, or in you app settings in Salesforce Classic Setup.
- Brand Your Chats
- Update the colors, font, and branding images (like a logo and agent avatar) to the chat window over in Embedded Service Setup in Lightning Experience. Adding your own personal touch to the chat window gives your customers a seamless chat experience.
- Use Pre-Chat to Gather Information
- Embedded Chat gives you a declarative way to create a pre-chat form so you can get some basic information about your customer and their issue when they request the chat. Go to Embedded Service Setup in Lightning Experience to edit your deployment and customize your pre-chat form.
- Customize Embedded Chat with Code
- The Embedded Service code snippet we gave you in the flow is what’s generated by default when you set up Embedded Chat manually. You can add parameters to the code snippet, pre-populate fields on the pre-chat form, connect an automated invitation, create custom chat events, and more using JavaScript. Plus, you can create Lightning components that customize the user interface of the chat window.
