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Chat with Customers on Your Website
Give your customers real-time support with web chat. Add chat buttons to your web pages and send automatic chat invitations to people browsing your website.
Required Editions
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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.
Web chat consists of four parts: the Chat Console, Omni-Channel, Embedded Service, and Einstein Bots.
- Service reps use the Chat Console to send and receive messages.
- Omni-Channel routes chat requests to the right service rep based on availability and qualifications.
- Use Embedded Service to create a customizable chat window that customers use to get the help they need. Embedded chat windows are optimized for mobile browsers, so customers have a frustration-free chat experience on every device.
- Einstein Bots are computer programs that can save both your service reps and customers time by handling routine requests and gathering pre-chat information. Bots are your service reps' allies—not their replacements.
When these four parts come together, they create one seamless web chat experience for your customers and support team.
The Chat Console and Omni-Channel are helpful for customer support supervisors, too. Supervisors can monitor their team's chats and assist them in real time with whisper messages. They can also run reports on live chat session records to gain insight into how their service reps are performing.
You can implement Chat almost entirely in Setup without writing code. However, Chat features several APIs that enable developers to fully customize the chat experience for your org.
- Set Up Chat in Lightning Experience
Set up Chat so that your support agents use a Lightning console app to chat with customers. Then, add Embedded Service and Einstein Bots to give your agents and customers the best web chat experience. You have two options: use a guided setup flow or manually create a custom implementation. - Set Up Chat in Salesforce Classic
Set up Chat so that your support agents use the console in Salesforce Classic to chat with customers. You can also add Embedded Service and Einstein Bots to give your agents and customers the best web chat experience. - Set Up More Features for Chat
Many Chat features are available in both Salesforce Classic and Lightning Experience. Continue customizing your Chat implementation by setting up chat conferencing, automated invitations, and more. - Chat for Support Supervisors (Salesforce Classic)
Welcome to Chat for support supervisors! Chat makes it easy for your agents to support customers. With Chat's supervisor tools, you can easily monitor your agents' activities, assist your agents in chats, and view data on your agents' chat sessions. This information applies only to Chat in Salesforce Classic. - Chat for Support Agents
Welcome to Chat for support agents! Chat is a comprehensive chat solution that makes it easy for you to support customers. - Embedded Chat
Add an embedded chat window to your company website for customers to get quick answers to their questions while browsing your pages. Include a pre-chat form to collect key information and customize the experience to match your branding. - Einstein Bots Chat
Lighten the load on your support agents with automated chat bots that can address straightforward issues or questions from your customers.
