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.
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.
Add Chat to the Salesforce Console Adding Chat to the Salesforce console enables agents and supervisors to chat with customers and access other customer service tools in one place.
Set Up Chat Answers from Knowledge Articles If your organization uses Salesforce Knowledge, you can enable your agents to answer customer questions by using information from your knowledge base. Set up chat answers on articles so that agents can search for articles from Chat in the Salesforce console.
Add the Supervisor Panel to the Salesforce Console Add the supervisor panel to the Salesforce console in Salesforce Classic to make your support supervisors’ work easier. That way, supervisors can access information about their agents without having to switch between workspaces.
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