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Report on Chat Sessions
Gain insight into your agents’ chat activities by building reports about Chat sessions.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To create, edit, and delete reports: | Create and Customize Reports AND Report Builder |
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.
You can create a custom report type for Chat sessions and use it to run reports on your agents' sessions using the Report Builder. These Chat session reports can provide insight about your agents’ chat activities—for example, whether or not your agent team is able to handle all chat requests from your customers.
- Create a custom report type using Chat Sessions as the primary object.
- Create a new Chat report using the Report Builder in Salesforce Classic or the Reports tab in Lightning Experience.
- Customize your report to include the columns of information you want to feature.
- Save or run the report.
