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Scope of Support for Website Chat button

Дата публикации: Jun 1, 2026
Описание

Salesforce Chat (formerly Live Agent), Embedded Web Service (formerly Snap-Ins) and Omni-Channel chat capabilities can span many different environments. The scope of Salesforce Support is to troubleshoot issues that are related to the setup of these products.

If Chat is not working within Salesforce via a Visualforce Page, Community, or Basic HTML Doc (only including Chat Button and Deployment Code or standard Embedded Web Service code snippet that doesn't have custom components configured), Salesforce Support can help troubleshoot issues.  

It is out of the scope of Salesforce Support when issues arise from an external website but the previously mentioned items are working correctly. 

For customer facing issues on external websites, we generally recommend placing the Embedded Web Service code in an iframe to isolate the component from framework libraries or other Javascript/CSS that may be causing problems. More information can be found in this article "Use an Iframe to Protect Embedded Service Chat on Your Website".

Решение

For issues with Chat on external websites (outside Salesforce's direct support scope), the recommended approach is to place the Embedded Service code inside an iframe on your website. This isolates the Chat component from your site's JavaScript/CSS framework libraries that may be causing conflicts.

 

Steps:

1. Embed your Embedded Service Deployment code inside an <iframe> tag on your external webpage.

2. Ensure the iframe src points to a standalone HTML page containing only the Embedded Service code.

3. Test Chat functionality in the isolated iframe environment.

For detailed guidance, see: Use an Iframe to Protect Embedded Service Chat on Your Website

Номер статьи базы знаний

000384746

 
Загрузка
Salesforce Help | Article