Create Chat Agent Configurations

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.

For efficiency, create profiles and users before you create configurations. That way, you can create a configuration and assign it to users and profiles at the same time.

Chat agent configurations enable you to control your users’ access to certain Chat features. You can create multiple configurations and assign them to different types of users. For example, create a configuration for experienced agents that gives them more permissions than new agents have. Or, create a configuration for support supervisors that gives them the permissions that they need to monitor their employees.