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Customize the Embedded Service Code Snippet
Use a text or HTML editor to customize the optional parameters in the Embedded Service code snippet.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To set up Embedded Chat: | Customize Application AND Modify Metadata |
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 customize certain parameters that affect the appearance and behavior of the chat window. We respect the code snippet before your Embedded Chat settings when determining the chat window's appearance and behavior.
You can customize the code snippet once and paste it on all your web pages, or customize the code snippet for certain web pages.
- From Setup, enter Embedded Service in the Quick Find box, then select Embedded Service.
- Select the Embedded Service deployment that you want to work with.
- In the Embedded Service configuration page, go to the Embedded Service Code Snippets section and click Get Code.
- Copy the code snippet to a text editor or HTML editor.
- In the text editor or HTML editor, specify the image URLs for the chat window parameters.
- Save your changes.
- Go to the Experience Builder for your help center.
- Below components, click Settings.
- In the navigation tree, click Security.
- Under Content Security Policy, select Allow inline scripts and script access to allowlisted third-party hosts in the Script Security Level dropdown.
- In the code snippet, find the field baseLiveAgentContentURL and copy the URL.
- Click Add Trusted Site and name your new site.
- Click Add Site and paste the URL from baseLiveAgentContentURL.
- Publish your site changes.
After modifying the code snippet, add the code to every web page where you want the chat window to appear.
- Customizable Parameters in the Embedded Chat Code
You can customize certain parameters that affect the appearance and behavior of the chat window so that the chat experience reflects your company’s branding. Use these parameters to customize the pre-chat background image, logo, waiting-state image, and your agent’s avatar picture. You also can customize the wording that appears on the chat button and on the chat window when the chat is loading, when agents are online, when agents are offline.
