You are here:
Add Chat to the Salesforce Console
Adding Chat to the Salesforce console enables agents and supervisors to chat with customers and access other customer service tools in one place.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To add Chat to the Salesforce console: | Customize Application |
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 Chat to a Salesforce console app, you need to create a Salesforce console app if you don’t have one set up.
After you set up Chat, add it to a Salesforce console app. After Chat is set up in the console, your agents can interact with chat customers. With the Salesforce console, your agents and supervisors can access Chat and other Service products in one place to provide customers fast and efficient customer service.
- From Setup, enter Apps in the Quick Find box, then select Apps.
- Click Edit next to the name of the Salesforce console app in which you want to set up Chat.
- Select Include Chat in this App.
- Choose the records or pages that you want to open as subtabs of chat sessions in the chat workspace.
- Optionally, if your Salesforce org has Knowledge enabled, select Include Suggested Articles from Knowledge in Chat to display the Knowledge One widget in the chat workspace.
- Click Save.
You can run multiple Salesforce apps at the same time. However, if you log in to another Salesforce app while you’re logged in to a Salesforce console app, you can’t accept new chat requests.
