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            Create and Assign Chat Skills

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            Create and Assign Chat Skills

            Skills identify your agents’ areas of expertise. When you assign an agent to a skill, that agent receives chat requests that are related to the agent’s skill areas. You can also enable your supervisors to assign skills to agents. This information applies to Live Agent routing for chats only.

            Required Editions

            View supported editions.
            User Permissions Needed
            To create skills: Customize Application
            To assign skills (supervisors): Assign Chat Skills to Users OR Customize Application
            Important
            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.

            Before you can assign a user or profile to a skill or remove a user or profile from a skill, chat must be enabled.

            Note
            Note The Skill object is visible to all users. No user permissions are needed to view skills.
            1. From Setup, enter Skills in the Quick Find box, then select Skills.
            2. Click New.
            3. Enter a name for the skill.
              For example, you can create a skill that’s called “Accounts” for agents who specialize in questions about customer accounts.
            4. In the Assign Users area, select the users whom you want to associate with the skill.
            5. In the Assign Profiles area, select the profiles that you want to associate with the skill.
            6. Click Save.

            To enable supervisors to assign skills, enable the “Assign Chat Skills to Users” permission on their profiles, or assign it to individual users via a permission set. When supervisors have this permission, they can go to Setup | Customize | Chat Skills and update the assigned profiles or users under each skill.

             
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