Enhanced Chat FAQ

Did Messaging for In-App and Web get a new name?

Yes. Due to the ongoing syllable shortage, Messaging for In-App and Web is now called Enhanced Chat. Messaging for Web is now Enhanced Web Chat, and Messaging for In-App is Enhanced In-App Chat. We wish we could snap our fingers to update this language everywhere, but you can expect to see the old name in a few places until we replace it, including in the user interface.

When do I need to migrate from Legacy to Enhanced Chat?

Migrate by February 14, 2026. Because the time a migration takes depends on the complexity of your Legacy Chat implementation, give yourself as much time as possible for planning, testing, and rollout. After this date, you'll still be able to access your historical chat data, but you won’t be able to conduct Legacy Chat sessions.

Does Enhanced Chat have the same features as the legacy Chat product?

Enhanced Chat offers many of the features found in Legacy Chat, plus additional features to help you scale your customer service operation. While Legacy Chat and Enhanced Chat share many features, they’re different products. Enhanced Chat features a different setup process, customization options, and service rep experience.

Some Legacy Chat features were discontinued for security reasons, while other functionalities were expanded for Enhanced Chat. For a side-by-side comparison, see this table.

Does Enhanced Chat require add-on licenses?

If you have Enterprise edition, you’ll need the Digital Engagement or Sales Engagement add-on. If you have Unlimited edition, no add-ons are needed. There are some exceptions to these requirements for businesses using legacy Chat, so verify with your account executive.

Is there a Chat migration tool I can use?

Yes. We know that updating your chat solution is an extra task, so we’ve tried to make it as easy as possible.

• The Chat Transition Readiness Report analyzes your Legacy Chat implementation and highlights active deployments, configurations, and customizations. With this report, you can assess the scale and complexity of your chat environment as you prepare for the transition.
• The Legacy Web Chat Migration Tool auto-creates an Enhanced Web Chat deployment for you with your legacy Chat labels, branding, and several other settings. If your Legacy Chat implementation meets the tool’s requirements, this is a great way to fast-track your migration.
• If you can’t use the migration tool, the quick start flow walks you through creating an Enhanced Chat channel and deployment.

Can I use Legacy Chat and Enhanced Chat in the same Salesforce org?

Yes, both can be active in your Salesforce org at the same time. This allows you to migrate in stages. For web chat, just keep in mind that your website can load only one chat code snippet at a time. So during your migration, don't add the Enhanced Chat code snippet until you've removed the Legacy Chat code snippet.

Can I stagger my Enhanced Chat rollout?

Yes. Since legacy Chat and enhanced Chat can coexist in your Salesforce org, you have the flexibility to roll it out in stages. This approach is particularly beneficial for larger businesses with complex operations or multiple regions or brands.

The Migrating from Legacy Chat to Enhanced Chat Trailhead module walks through two different rollout strategies. Head there for ideas and examples related to staggered rollouts.

Tip If you use Government Cloud and opt for a staggered rollout approach, wait to migrate to Government Cloud Plus until you’ve completed your migration to Enhanced Chat.

Can I reuse my Embedded Service deployment from Legacy Chat when I migrate to Enhanced Chat?

No. Because Enhanced Chat has several key differences from Legacy Chat, such as its support of asynchronous messaging, you can’t take your older deployments with you. However, creating a new deployment is straightforward: The Legacy Web Chat Migration Tool auto-creates one for you, or you can use the quick start flow to create one along with your new channel. And once you have your new deployment, you can take advantage of its customization and testing options.

Will my Legacy Chat reports still work for Enhanced Chat?

Because of data model differences, you may need to replace Legacy Chat-related reports that you’re using. In particular:

• Switch from reporting on the Chat Transcript object to reporting on the Messaging Session object with its secondary Messaging Session Metrics object.
• If you were already using Omni-Channel routing with Legacy Chat, you can continue reporting on the Agent Work object.

To learn more, see Transitioning Your Reporting from Legacy Chat to Enhanced Chat.

Do I need to upgrade my standard WhatsApp, SMS, or Facebook Messenger channels when I migrate to Enhanced Chat?

Standard channels must be upgraded to enhanced channels by July 31, 2025 (WhatsApp) and Feb. 14, 2026 (SMS and Facebook Messenger). Because Enhanced Chat and Enhanced Messaging share a platform, upgrading all of them is advantageous. For example, certain messaging components can be used in both Enhanced WhatsApp and Enhanced Chat.

You decide which channel types to focus on first, but keep these recommendations in mind.

• Split your channel upgrades and migrations into stages to minimize the number of users affected at one time. For example, if more of your customers use Chat than Facebook Messenger, start by upgrading your Facebook Messenger channel and creating messaging components for it. Then, move on to Enhanced Chat.
• Turning on enhanced Omni-Channel (recommended) causes standard Messaging channels to stop working.

My legacy Chat implementation relies on a standard bot. Can I keep using that bot in Enhanced Chat?

No, but you can clone your standard bot to create a replacement enhanced bot. Legacy Chat supports standard bots, but Enhanced Chat supports only enhanced bots. If your business allows the use of generative AI chat, you can also create an Agentforce Service Agent for Enhanced Chat.

What types of websites and browsers support Enhanced Web Chat?

You can add Enhanced Web Chat to:

• Salesforce sites
• Experience Cloud sites (Aura + LWR)
• Commerce Cloud sites
• External non-Salesforce sites

We currently maintain the same level of browser support as Experience Cloud Sites.

What mobile operating systems support Enhanced In-App Chat?

Both iOS and Android. See the iOS requirements and the Android requirements.

Can I customize the appearance of my Enhanced Chat implementation?

Yes. Much like legacy Chat, you can add your own branding, labels, and customization to the chat window and pre-chat form. You can also customize your autoresponses and design custom messaging components that reps send in conversations, such as questions with predefined options, forms, and rich links.

With the Enhanced Web Chat API, you can use JavaScript APIs and Lightning Web Components (LWC) to customize your web chat experience. On the mobile side, the iOS and Android SDKs make it possible to customize the UI to your specifications.

Where do I customize the chat experience for customers and reps?

Access chat settings in these locations.

• In your channel settings: On the Messaging Settings page in Setup, click Edit in the action menu of your Enhanced Chat channel. Here, you can customize inactivity settings, auto-responses, consent settings, routing preferences, reCAPTCHA, and more.
• In your deployment settings: On the Embedded Service Deployments page in Setup, click the name of your deployment. Here, you can customize business hours, branding, custom labels, pre-chat, and more.
• In Setup or the Developer Console: Developers can use Lightning Web Components, Javascript APIs, and the iOS and Android SDKs to customize the chat experience.

In addition, you can customize the Service Console and the Messaging Session record page layout to control which tools reps see when they’re messaging with customers.

Does Enhanced Chat support rich text formatting like bold, italics, and hyperlinks?

Yes. Both reps and customers can use markdown syntax to send markdown-formatted messages. In addition, reps can send pre-built messaging components that rely on rich formatting, such as rich links with images.

Can I turn off the emoji action for my support team?

Yes. 😢 After the Enhanced Conversation component is added to the Messaging Session page layout, you can update its properties to control which actions are visible to reps. For example, select Hide emoji action or Hide conference action. Note that your customers can still send you emoji.

Can I change the location of the chat button on the web page?

By default, the chat button is located in the lower right corner of the page. While you can't move the button, you can hide it and implement your own custom button. Then, use the Launch Chat API to open the chat window.

Does Enhanced Web Chat support prepopulated pre-chat forms?

Yes. For help, see Populate Pre-Chat Form Fields in Enhanced Web Chat.

How do I show a welcome message when a customer starts a chat?

Create an auto-response messaging component and select it in your Enhanced Chat channel settings in Setup. Auto-responses can include merge fields, so you can insert the customer’s name. You can set custom auto-responses for these scenarios:

• When the customer sends their initial message
• When a service rep joins
• When the session ends
• When the session is about to be marked inactive
• When the session is marked inactive

Why doesn’t the customer’s chat window auto-scroll to the most recent message?

Sometimes, a user sends multiple messages in a row. Automatically scrolling to the most recent message might cause a chat participant to overlook earlier messages, so the focus remains on the oldest unread message until the user scrolls to the bottom of the chat window.

Can I show the customer’s name in an Enhanced Chat conversation, instead of “Guest”?

Not currently. However, you can update the Contact, Account, and Name fields on the customer’s messaging user record after it’s created.

Can I auto-create cases, leads, or contacts in Enhanced Chat?

In Legacy Chat, you can use the findOrCreate API to specify which records to find or create, based on information provided in the pre-chat or hidden pre-chat form. In Enhanced Chat, it works a little differently: You can map pre-chat and hidden pre-chat data to messaging parameters in an Omni-Channel flow. Then, use the flow configuration to find and create records.

When my customer opens a new browser tab, will a new conversation start with a new rep?

No. Enhanced Chat offers session continuity across tabs and devices, which means multiple tabs in the same browser will show the same conversation in the same state. Session continuity is currently supported across browser tabs and across subdomains. It doesn’t extend across browsers.

How can I create a synchronous chat experience in Enhanced Chat?

In general, synchronous chat means that there is a defined waiting stage, a chat stage, and an end stage. Enhanced Chat provides an asynchronous chat experience, which allows the customer to start, stop, and resume the same conversation when it’s convenient. However, Enhanced Chat also supports synchronous conversations with a clear beginning and end. In addition, you can hide the chat button when no reps are available to offer a more synchronous experience.

How can my support team get rid of abandoned chats?

You can automatically mark conversations inactive after a period of customer inactivity. On the Messaging Settings page in Setup, select Edit in your channel’s action menu and look for the Customer Inactivity settings. In this section, you can also add an auto-response to warn customers that their session will soon be marked inactive. Reps can also manually end or inactivate sessions.

If a rep or automation changes a messaging session’s status to Inactive, the session ends 24 to 30 hours later.

Can customers see their chat history with our business?

All messages sent in a chat session are visible to the customer throughout the session. After the session ends, the customer can still review the messages, but once they either close the chat window, refresh the page, or navigate to a new page, they lose access to that chat history. Only customers who are authenticated through user verification have access to their chat history, which is always visible in their chat window.

How do I download a chat transcript?

Use the Conversation Transcript Export tool to download your entire transcript history weekly. Or, use Data 360 to access transcripts from enhanced Messaging channels, voice calls, and Unified Messaging to review and analyze conversation data.

To let customers download transcripts, select Let customers download their conversation transcripts in your Enhanced Chat channel settings, on the Messaging Settings page in Setup. Customers then see a Request Chat Transcript link in their chat window action menu.