Set up Chat so that your support agents use the console in Salesforce Classic to chat
with customers. You can also add Embedded Service and Einstein Bots to give your agents and
customers the best web chat experience.
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.
Create a Basic Chat Implementation Before you customize Chat, you need to create the basic Chat implementation for your Salesforce org. After you complete the basic setup steps, you’ll have a functioning Chat implementation that your agents can use to chat with customers.
Customize Your Chat Implementation After you set up your basic Chat implementation, customize it with solutions that are appropriate for your agents, supervisors, and customers. Chat offers several options for customizing your implementation declaratively, which means that no coding is required.
Set Up Chat in the Salesforce Console in Salesforce Classic After you set up and customize your basic Chat implementation, add it to the Salesforce console so that your agents and supervisors can start using chat to assist customers. Additionally, you can set up some other features in the Salesforce console to create an even more robust chat experience for your agents and your customers.
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