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Assist Customers with Chat
Use Chat to quickly help your customers solve issues.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To chat with visitors in the Salesforce console: | Chat is enabled, set up, and included in a Salesforce console app |
Important
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.
Using Chat in the Salesforce console gives you access to several other Service products that let you assist customers in a comprehensive way.
- Change Your Chat Status
Change your Chat status to control when you’re available to receive new and transferred chats. - Chat with Customers
Accept incoming chat requests to begin chatting with customers in a Salesforce console app. - Access Customer Details During a Chat
When you accept a chat request, a details tab for that chat opens automatically. The details tab includes information about the visitor and lets you look up records related to the chat, such as contacts and cases. - Send Quick Text Messages in Chats
Send chat customers predefined messages to respond more quickly. You can create quick text for greetings, notes, answers to common questions, and more. - Transfer Files During a Chat
Give customers the ability to upload and transfer files during a chat so they can easily share more information about their issues. - Attach Articles to Chats
Use the Knowledge One widget to find articles that help solve customer issues during chats. - Attach Records to Chat Transcripts
Search for or create records to attach to a chat transcript as you chat with customers in a Salesforce console app. - Block Unwanted Chat Customers
You can block chats from troublesome customers right from the Salesforce console. For example, if a customer is using abusive language or sending spam messages, you can block that user from starting a new chat. - End a Chat Session
End a chat session after you’ve finished chatting with a customer and updating the records related to their chat.
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