When you accept a chat request, a details tab for that chat opens automatically. The
details tab includes information about the visitor and lets you look up records related to the
chat, such as contacts and cases.
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.
To search for a record, type a name in the relevant box in the Related Entities section of
the page, then click . To associate a record you find to the chat, select it from the search results list and
click Save.
In older organizations, you could access records and visitor details from the Related
Entities panel during chats. However, starting with Summer ’14, the Related Entities panel in
the details tab isn’t available for new Chat customers. Existing customers will continue to
have access to the Related Entities panel.
Once you associate an existing record to the chat, click the name of the record to open it
in a new tab.
To create a new record, click New Case, New
Lead, New Contact, or New
Account.
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