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            Add Chat to the Console in Lightning Experience

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            Add Chat to the Console in Lightning Experience

            Add Chat to a Lightning console app so agents and supervisors can chat with customers.

            Required Editions

            View supported editions.
            User Permissions Needed
            To add Chat to a Lightning console app: Customize Application
            Important
            Important

            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.

            Before you add Chat to a Lightning console app, you need to enable Chat and create a basic implementation. You need to create a Lightning console app for service if you don’t have one set up. You also need to have Omni-Channel set up along with a chat button or Embedded Service implementation using Omni-Channel routing.

            1. From Setup in Lightning Experience, enter Apps in the Quick Find box, then select App Manager.
            2. Click the dropdown next to the console app you want to add Chat to, then click Edit.
            3. If your console doesn’t have the Omni-Channel utility, go to Utility Bar and add it.
            4. Under Navigation Items, add Chat Transcripts to the Selected Items list.
            5. Under Assign to User Profiles, select the profiles you want to add to this console.
            6. Click Save.
            7. Click Done.
             
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