Add a Lookup Component for Chats Routed with Omni-Channel to the Salesforce Console
Provide agents with a sidebar lookup component in their Salesforce console so they can
quickly look up or create associated records for chats. This component is only for chats using
Omni-Channel routing, and can be used in Salesforce Classic only.
Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your
end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat
offers many of the legacy Chat features that you love plus asynchronous
conversations that can be picked back up at any time. Learn about migrating in Help and Trailhead.
Before you
add a sidebar component to the Salesforce console app, you need:
A Salesforce console app with Chat and Omni-Channel added to it.
At least one chat button that uses the routing option Omni.
Edit access for Live Chat Transcript granted to agents handling chats routed through
Omni-Channel.
From Setup, enter Chat in the Quick Find
box, then select Live Chat Transcripts | Page Layouts.
Click Edit next to the Live Chat Transcript (In Progress) Page
Layout.
Click Custom Console Components.
Under Primary Tab Components, adjust your objects and other settings. Don’t move the
component to the left sidebar, as chats appear on the left side.
Click Save.
Agents can now link and unlink records using the sidebar component.
Sidebar Lookup Component with No Linked Records
Sidebar Lookup Component with Linked Contact Record
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