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            Create Your First Enhanced Chat Channel and Deployment

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            Create Your First Enhanced Chat Channel and Deployment

            If you have no pre-existing channel for Enhanced Chat, use the quick start flow to create a channel and deployment.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
            X icon This article doesn’t apply to: Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
            User Permissions
            To set up Omni-Channel Flow and Messaging: Customize Application
            To modify permission sets and profiles: Manage Profiles and Permission Sets
            Note
            Note After you create a messaging channel, you can add additional deployments to it. If you deploy both Enhanced Chat v1 and v2 on the same website, messages may fail to appear in the Enhanced Chat v1 version. This is especially true for Lightning Types, as Enhanced Chat v1 does not support them. We recommend against mixing v1 and v2 deployments on the same domain to prevent unexpected behavior.
            1. From Setup, in the Quick Find box, enter Messaging Settings, and then select Messaging Settings.
            2. Click New Channel.
            3. In the Add a Messaging Channel modal, click Start.
            4. Select Enhanced Chat as your channel type, and click Next. Your Service Channel, which you previously created, lets your org message with customers. Your Messaging Channel specifies what type of chat you implement (that is, Enhanced Web Chat, Enhanced In-App Chat, WhatsApp, Facebook, or SMS).
            5. In the Name Your Channel window, define your channels settings:
              1. Channel Name: Differentiate it from other channels you may create.
              2. Developer Name: API name for the channel
              3. Deployment Type: Specifies what type of messaging you’ll do
              4. Domain: The domain URL for the site where your customers chat. For example, yourcompany.com
            6. Click Next.
            7. In the Channel Routing window, select: Omni-Flow as the Routing Type. Select the Flow Definition and the Fallback Queue that you created earlier. Choosing Omni-Flow allows you to work with our Pre-Chat form and Bots enhancements.
              1. Omni-Queue
              2. Omni-Flow. This option lets you work with our Pre-Chat form and Bots enhancements.
              3. Agentforce Service Agent
            8. If your org has already accepted Terms and Conditions, you’ll see an option to click Save. After clicking Save, skip to step 11. If your org hasn’t accepted Terms and Conditions, click Next.
            9. In the Terms and Conditions window, select I’ve read and agree to all terms and conditions
            10. Click Save.
            11. Don’t navigate away from the window while you see the loading screen. When you see a green success message, click the option to Customize it.
              1. To upgrade to Enhanced Chat v2, click Switch to v2. Then click Switch & Publish. Customize your Enhanced Chat v2 deployment.
              2. Customize your Enhanced Web Chat v1 deployment.
              3. Customize your Enhanced In-App Chat deployment.
              4. Customize your Enhanced Chat custom client deployment.
             
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