Configure Enter Key Behavior in Enhanced Chat for Service

The settings for the customer and the service rep are as follows.

## Customer Side Settings

The behavior for the chat window used by customers is configured from Embedded Service Deployments in Setup. For details, please refer to the following Salesforce Help article: 

Customize the Enter or Return Key for Enhanced Chat on the Web

In Embedded Service Deployment, navigate to Chat Settings and look for the 'Enter Key Behavior' option. Set it to 'Send message' or 'Start a new line' depending on your requirement. This setting controls how the Enter key behaves in the customer-facing chat widget.

Service Rep side settings

The behavior for the Lightning Console app used by service rep is configured in the Lightning App Builder using the following steps.

1. Go to Setup > Object Manager.

2. Select Messaging Session, then click Lightning Record Pages.

3. Click Edit next to the active record page you want to modify.

4. Select the Enhanced Conversation component in the canvas preview.

5. In the properties pane, configure the Enter starts a new text line checkbox:

   • Checked: The Enter key adds a new line.

   • Unchecked: The Enter key sends the message.

6. Click Save.

Note: The customer-side and agent-side Enter key settings are independent of each other. Changing one does not affect the other. Both should be configured to match your organization's desired chat interaction style."