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Chat with Customers
Accept incoming chat requests to begin chatting with customers in a Salesforce console app.
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 |
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.
When you receive a new chat or transfer request, the pending request appears in your chat monitor. You can see the deployment or website the chat came from, the customer’s name (if it's available), and the number of minutes the request has been waiting to be answered.
You can chat with several customers at the same time. Each chat sessions opens in a separate primary tab.
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In the chat monitor, click Accept on the chat request.
The chat log opens in a new primary tab.
- Type your message to the customer in the message field.
- Click Send or hit ENTER on your keyboard to send your message to the customer.
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Click End Chat when you're done assisting the customer.
If the customer ends the chat first, a notice appears in the chat log.
