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Chat Button Settings
Chat button settings control the behavior of the chat buttons that customers use to interact with agents.
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.
Basic Information
Configure the basic functionality that’s available on a particular chat button.
| Setting | What It Does |
|---|---|
| Type | Determines the type of button that you want to create.  Warning When you create a chat button to host on your website, you must set this option
to Chat Button. |
| Name | Names the chat button. This button name, or a version of it, automatically becomes the Developer Name. |
| Developer Name | Sets the API name for the chat button. |
| Language | Sets the default language for text in the chat window. |
| Enable Customer Time-Out | Indicates whether chats are ended if the customer doesn’t respond within a specified period. |
| Customer Time-Out (seconds) | Sets the amount of time that a customer has to respond to an agent message before the session ends. The timer stops when the customer sends a message and starts again from 0 on the next agent's message. |
| Customer Time-Out Warning (seconds) | Sets the amount of time that a customer has to respond to an agent message before a warning appears and a timer begins a countdown. The warning disappears (and the timer stops) each time the customer sends a message. The warning disappears (and the timer resets to 0) each time the agent sends message. The warning value must be shorter than the time-out value (we recommend at least 30 seconds). |
| Custom Agent Name | Sets the agent’s name in the chat window. |
| Auto Greeting | Sets a customized greeting message that the customer receives automatically when an agent accepts the customer’s chat request. Optionally, use merge fields to customize the information in your greeting by using the Available Merge Fields tool. For example, you can personalize the chat experience by using merge fields to include the customer’s name in the greeting.  Note If you specify an automatic
greeting message in both your Chat configuration and in an individual chat
button, the message that’s associated with your chat button overrides the
message that’s associated with your configuration. |
Routing Information
Configure how the button or invitation routes chats to the best-fit agent.
| Setting | What It Does |
|---|---|
| Routing Type | Sets how chats are routed to an agent. To configure dynamic skill requirements, select the Omni-Channel routing type and configure skills-based routing rules. |
| Skills | Associates skills with the button. If you select Button Skills as the routing type, incoming chat requests are routed to agents with the skills that you specify. |
| Enable Queue | Indicates that queueing is enabled. Queueing allows incoming chat requests to wait in a queue until an agent with the appropriate skills is available to accept the chat. |
| Queue Size Per Agent | Determines the queue’s capacity to hold chat requests per available agent. For Live Agent routing or when chats have a size of 1, this setting controls the number of chats allowed to queue for each agent. |
| Overall Queue Size | Determines the queue’s capacity to hold chat requests. For Live Agent routing or when chats have a size of 1, this number is the maximum number of chats allowed to queue. Note If a chat is routed based on skills, the queue size is per skill. For
example, if an Omni-Channel flow or skills-based routing rules add three skill
requirements, the queue size limit is three times the size defined for the chat
button. As a result, Omni Supervisor can show a larger queue size than the limit
that’s defined in this chat button setting. |
| Automatically Accept Chats | Chat requests originating from the button are automatically accepted by the first available agent. |
Chat Button Customization
You can optionally customize your chat button with custom images by associating your deployment with a Salesforce site and its static resources.
| Setting | What It Does |
|---|---|
| Site for Resources | Determines the Salesforce site that’s associated with the chat button. By associating your button with a Salesforce site, you can customize the button with branding images. Store your branding images as static resources with your Salesforce site. |
| Online Image | Sets the custom button graphic that appears when the chat button is available for customers to request new chats. |
| Offline Image | Sets the custom button graphic that appears when the chat button is unavailable. |
| Custom Chat Page | Replaces the standard chat window with a custom chat window page that you’ve developed. Use this option only to use a chat window other than the default chat window. |
| Pre-Chat Form Page | Directs chats to the Lightning Platform page that hosts your customized pre-chat form that customers see before they begin a chat with an agent. |
| Pre-Chat Form URL | The absolute URL of your pre-chat form page. |
| Post-Chat Page | Directs chats to your customized post-chat page that customers see after they complete a chat. |
| Post-Chat Page URL | The absolute URL of the web page that hosts your post-chat page. |
