Chat & Live Agent End of Support and Retirement

Original Publication Date - May 2, 2024

Updated - March 17, 2026

Salesforce ended support for Legacy Chat products (LiveAgent, Salesforce Chat, Embedded Chat, and Service Chat) on February 14, 2026. Below are the editions affected by this retirement.

Why is Salesforce retiring Chat?

In Summer '22, Salesforce released a new first-party chat product and feature set. Messaging for In-App and Web, the new product, is built on Hyperforce and offers many of the Chat features that customers love. It also supports asynchronous and persistent conversations that can be picked back up at any time.

What does this change mean for me?

As of February 14, 2026, the Legacy Chat products (LiveAgent, Salesforce Chat, Embedded Chat, and Service Chat) are no longer supported. The product will be provided “as-is”, without warranties or Service Level Agreements (SLA). Salesforce assumes no liability for damages resulting from usage of Legacy Chat products after this date through the end of the Order Term.  

What action can I take? 

You can work with either Salesforce or a Professional Services partner to begin planning your migration to Messaging for In-App and Web by reviewing help documents included in this article below. 

For additional information, please reach out to your account manager. 

Where can I learn more about Messaging for In-App and Web?

See these resources in Salesforce Help and Trailhead.

• Considerations when Replacing Chat with Messaging for In-App and Web

• Compare Messaging for In-App and Web Capabilities to Chat Capabilities

• Alternative Solutions for Chat Features That Aren’t Available in Messaging for In-App and Web

• Trailhead: Optimize Messaging for In-App and Web

If you have any questions or need assistance, refer to Salesforce Help or contact your Salesforce account team. To view all current and past retirements, see Salesforce Product & Feature Retirements.

For more information about Salesforce’s approach to retiring products and features, read our Product & Feature Retirement Philosophy.