Prepare to Upgrade to Enhanced Service Channels (Government Cloud)

The following Service Channels (formerly Service Cloud Channels) are being formally retired from the Salesforce platform: Live Agent, standard Chatbots, and standard Messaging (Apple Messaging, Facebook Messenger, SMS, and WhatsApp). In order to avoid a service disruption, customers with any of these services enabled in any sandbox or production orgs are encouraged to upgrade to Salesforce’s next-generation Service Channels offerings. This document outlines key resources from Salesforce Help to help support Government Cloud customers in their transition to Enhanced Service Channels.

When are these services being retired? 

Retired on July 30, 2025:

Standard WhatsApp (Messaging)

Retired on February 14, 2026:

Live Agent

Standard Apple Messaging (Messaging)

Standard Chatbots

Standard Facebook Messenger (Messaging)

Standard SMS (Messaging)

Retired on June 14, 2026:

Omni-Channel Routing Flow

Note: On April 15, 2026, customers still using Standard Omni-Channel will be automatically upgraded to Enhanced Omni-Channel. If you wish to control your Omni-Channel upgrade, Salesforce encourages you to Upgrade Standard Omni-Channel to Enhanced before April 15, 2026. 

Why are these services being retired? 

Salesforce is evolving its voice and messaging features to offer significant enhancements, including:

• Messaging for In-App and Web: Deliver modern, flexible support that puts customers first, boosts agent productivity, and enriches conversations with real-time engagement and rich media. Replaces Live Agent.

• Enhanced Bots: Automate routine inquiries with AI-powered responses, providing 24/7 personalized support and freeing up agents for more complex tasks. Replaces Standard Chatbots.

• Enhanced Messaging: Connects with customers on their preferred channels, offering a modern, feature-rich communication experience that boosts agent efficiency and satisfaction. Replaces Standard Apple Messaging (Messaging),  Standard Facebook Messenger (Messaging), and Standard SMS (Messaging).

Note: This document is for informational purposes only, and is not part of any legal or otherwise binding agreement. The documentation linked below is subject to change at Salesforce's sole discretion.