You are here:
Create Automated Chat Invitations
Set up automated chat invitations that appear as animated pop-ups on your website to invite customers to chat with an agent.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To create and customize automated chat invitations: | Customize Application |
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 create automated invitations:
- Create skills. Each chat button is associated with a particular skill or set of skills. Chats that are initiated from the button are routed to qualified agents.
- Create a Salesforce site and static resources to use custom images for the online and offline versions of your button. If you don’t have a Salesforce site, you can specify online and offline button images or text by modifying the code that’s generated when you create a button.
Automated invitations can trigger based on certain criteria, such as whether a customer remains on a web page for a specific amount of time. Invitations can be associated with specific skills, which ensures that customers are routed to a qualified agent when they accept an invitation to chat.
- From Setup in Salesforce, enter Chat Buttons in the Quick Find box, then select Chat Buttons & Invitations.
- Click New.
- Under Type, select Automated Invitation.
- Select the settings for your automated invitation.
- Click Save.
-
Copy the invitation code, and then paste it on each web page where you’ve
deployed Chat. Make sure that you paste the code in the area on the page where
you want the invitation to appear.
Tip Because the code changes with each modification, remember to copy and paste the code each time that you update the invitation.
