Enhanced Chat in Government Cloud

Enhanced Chat in Salesforce Government Cloud provides users with a personalized experience of messaging from their mobile app or website with an Agentforce Agent, or representative-to-agent handoff within the Service Console. The asynchronous messaging experience allows agents and customers to start and stop communication at their own pace.

Note Beginning in June 2025, Messaging for In-App and Web is changing its name to Enhanced Chat. During this transition, you can possibly see references to both names in our documentation. We wish we could magically update the name everywhere at once, and we thank you for your patience as we evolve.

With Enhanced Chat, customers can send messages directly from the mobile app or website, and receive responses from Agentforce or representatives within the Service Console. Agentforce Agents inside the Service Console are referred to as Employee Agents. Employee Agents work alongside representatives to manage customer conversations efficiently. Agentforce Agents outside of the Service Console are referred to as Agentforce Service Agents.

Enhanced Chat elevates traditional chat interactions through an interactive, asynchronous experience. Enhanced Chat includes features such as typing indicators, read receipts, rich content support for menus and buttons, and the convenience of sending and receiving attachments within the chat thread.