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Live Agent Chat Maintenance: Scheduled and Service Maintenance Overview

Fecha de publicación: May 13, 2026
Descripción
Chat releases are now seamless and there is no disruption to the customer. 
  • The following information regarding Chat maintenance is provided for planning purposes only and is subject to change at Salesforce’s sole discretion.
  • There may be times that maintenance is scheduled outside of these parameters in order to maintain system performance, reliability, security and stability of the infrastructure.

There are two major types of Chat maintenance


 
Planned System Maintenance: 

When maintenance is scheduled, the specific timing and service availability expected will be communicated in advance of the maintenance window. This information will be posted to Salesforce Status or Salesforce Trust and communicated to administrators via email*. 

Note: If emergency system maintenance is required, customers may be notified less than one (1) week in advance.

 
Service Maintenance: 

Service Maintenance are used to deliver ad hoc service updates. Where possible, this work is conducted during off-peak hours and without downtime.In this case, all agents and chats are immediately reconnected with no visible disruption. If you are using a custom REST client and experience interruptions during Service Maintenance, make sure you are following the correct protocol for session handover described in the Chat Agent REST API Developer Guide .

Given the limited impact to customers, service maintenance windows will not be posted to Trust or proactively communicated to administrators. 

 
*Salesforce Product & Service Notifications are sent via email to administrators (identified as users with the Manage all users, Modify all data permissions) for your organization.

 
Solución

## Do Chat Buttons Go Offline During Maintenance?

 During Live Agent Service Maintenance When agents and chats are disconnected due to service maintenance, they immediately reconnect. Chat buttons should remain available throughout.

### During Core Service Maintenance Chat services do not check whether Salesforce Core is available or in read-only mode before returning chat button availability. If agents are in 'Available' status during Core maintenance, chat buttons may continue to show as online — however, Omni-routed chat requests will fail if Core is in read-only mode. To prevent failed chat requests: Ensure all agents set their Omni-Channel status to Offline before your scheduled maintenance window begins."


Note: We plan all service maintenance activities off-peak based on geo location to minimize disruption. If your companies business hours are during off-peak geo hours (eg your company is on a server in EU but you're business hours are during APAC) you should consider having your org migrated to an APAC server.

In addition, Omni Channel and SOS will be impacted by Chat service maintenance, as they both reside on the Chat servers. 

Número del artículo de conocimiento

000382210

 
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