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Chat Agent Configuration Settings
Chat agent configuration settings control the functionality that’s available to agents and their supervisors.
Required Editions
| View supported editions. |
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.
Apply settings when you create or edit a Chat configuration.
Basic Information
Configure the basic functionality that’s available to agents when they chat with customers.
| Setting | What It Does |
|---|---|
| Chat Configuration Name | Name of this configuration. This configuration name, or a version of it, automatically becomes the Developer Name. |
| Developer Name | Sets the API name for this configuration. |
| Chat Capacity | Indicates how many chats an agent who is assigned to this configuration can be engaged in at the same time. If Omni-Channel is enabled, the capacity is controlled in Omni setup. |
| Sneak Peek Enabled | Indicates whether agents can see what a chat customer is typing before the customer sends a chat message. |
| Request Sound Enabled | Indicates whether to play an audio alert when the agent receives a new chat request for the Classic UI and Chat widget only. Doesn’t apply to the Omni widget. |
| Disconnect Sound Enabled | Indicates whether to play an audio alert when a chat is disconnected for the Classic UI and Chat widget only. Doesn’t apply to the Omni widget. |
| Notifications Enabled | Indicates whether to display a desktop alert when an agent receives a new chat request for the Classic UI and Chat widget only. Doesn’t apply to the Omni widget. |
| Custom Agent Name | Sets the agent’s name in the chat window. |
| Disable Auto-Greeting on Transfers/Conferences | Disable auto-greetings during agent transfers or conferences so customers don’t receive multiple greetings. |
| Auto Greeting | Sets a customized greeting message that the customer receives automatically when an agent accepts the customer’s chat request. Optionally, use merge fields to customize the information in your greeting by using the Available Merge Fields tool. For example, you can personalize the chat experience by using merge fields to include the customer’s name in the greeting.  Note If an automatic greeting is set for your configuration and chat button, the
chat button message overrides the configuration message. |
| Auto Away on Decline | Sets the agent’s Chat status to “Away” automatically when the agent declines a chat request. This option applies for the Classic UI and only when agents are assigned to chat buttons that use push routing. |
| Auto Away on Push Time-Out | Sets an agent’s Chat status to “Away” automatically when a chat request that's been pushed to the agent times out. This option applies for the Classic UI and only when agents are assigned to chat buttons that use push routing. |
| Critical Wait Alert Time | Determines the number of seconds that the agent has to answer a customer’s chat before the chat tab alerts the agent to answer. To see in the console, set Chat transcripts as a workspace tab. |
| Agent File Transfer Enabled | Indicates whether an agent can enable customers to transfer files through a chat. |
| Visitor Blocking Enabled | Indicates whether an agent can block visitors from an active chat within the Salesforce console. See Let Your Agents Block Visitors by IP Address. |
| Assistance Flag Enabled | Indicates whether an agent can send a request for help (“raise a flag”) to a supervisor. |
Assign Users
Assign eligible users to the configuration to give them access to Chat functionality. You can also assign profiles to a configuration. If a user is assigned a configuration at the profile and user levels, the user-level configuration overrides the configuration that’s assigned to the profile.
For example, let’s say that User A is assigned to Chat Configuration A. Then, you create Chat Configuration B and accidentally assign User A to it. Salesforce automatically removes User A from Chat Configuration A and reassigns the user to Chat Configuration B without notifying you.
| Setting | What It Does |
|---|---|
| Available Users | Indicates the users who are eligible to be assigned to the configuration. |
| Selected Users | Indicates the users who are assigned to the configuration. |
Assign Profiles
Assign eligible profiles to the configuration to give users who are associated with the profiles access to Chat functionality. If a user is assigned a configuration at the profile and user levels, the user-level configuration overrides the configuration that’s assigned to the profile.
| Setting | What It Does |
|---|---|
| Available Profiles | Indicates the user profiles that are eligible to be assigned to the configuration. |
| Selected Profiles | Indicates the user profiles that are assigned to the configuration. |
Supervisor Settings (Live Agent Routing Only)
Supervisor settings determine the Chat functionality that’s available to support supervisors. These settings, available only for the Classic UI, determine the default filters that apply to the Agent Status list in the supervisor panel.
| Setting | What It Does |
|---|---|
| Chat Monitoring Enabled | Indicates whether supervisors can monitor their agents’ chats in real time while their agents interact with customers. |
| Whisper Messages Enabled | Indicates whether supervisors can send private messages to agents while agents chat with customers. |
| Agent Sneak Peek Enabled | Indicates whether supervisors can preview an agent’s chat messages before the agent sends them to the customer. |
| Default Agent Status Filter | Determines the default agent status, such as Online, Offline, or Away, by which to filter agents in the supervisor panel. When supervisors view the Agent Status list in the supervisor panel, they see a list of agents who have that status. |
| Default Skill Filter | Determines the default skill by which to filter agents in the supervisor panel. When supervisors view the Agent Status list in the supervisor panel, they see a list of agents who are assigned to that skill. |
| Default Button Filter | Determines the default button by which to filter agents in the supervisor panel. When supervisors view the Agent Status list in the supervisor panel, they see a list of agents who are assigned to that button. |
| Assigned Skills | Determines the skills that are visible to supervisors in the supervisor panel. When supervisors view the Agent status list in the supervisor panel, they see a list of agents who are assigned to these skills. If you don’t select any skills, the Agent Status list displays agents who are assigned to any skill. |
Chat Conference Settings
Determine whether agents can invite other agents to join them in a customer chat. Chat conferencing lets your agents include multiple agents in a single chat. That way, your agents can help your customers get the solutions that they need without making your customers wait for their chats to be transferred.
| Setting | What It Does |
|---|---|
| Chat Conferencing Enabled | Indicates whether agents can invite other agents to join them in customer chats. |
Chat Transfer Settings
Determine how agents can transfer chats to other agents.
| Setting | What It Does |
|---|---|
| Chat Transfer to Agents Enabled | Indicates whether agents can transfer chats to another agent directly. |
| Chat Transfer to Skills Enabled | Indicates whether agents can transfer chats to agents assigned to a particular skill. This option applies to Omni-routed conversation for Classic and Chat. This option isn’t available for Lightning and is different than Omni Skills-Based routing. |
| Chat Transfer to Skills | Determines the skill groups to which agents can transfer chats. This option applies to Omni-routed conversations for Classic and Chat. This option isn’t available for Lightning and is different than Omni Skills-Based routing. |
| Chat Transfer to Chat Buttons Enabled | Indicates whether agents can transfer chats to a button or queue. |
| Chat Transfer to Chat Buttons | Determines the buttons to which agents can transfer chats. Agents can transfer chats to available agents who are assigned to those buttons. |
- Supported Browsers for Chat Notifications
Chat notifications help agents respond to chats efficiently by alerting agents when certain events occur. The types of chat notifications that are supported are determined by the web browsers your agents use.
