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            Set Up Chat in Lightning Experience

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            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.

            Required Editions

            View supported editions.
            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.

            • Set Up Chat with a Guided Setup Flow
              Get started with live web chat in Lightning Experience with a quick guided setup flow. Create a chat queue on Omni-Channel, select your chat team, and get the Embedded Service code snippet to add chat to your website.
            • Set Up Omni-Channel Routing for Chats
              Chat in Lightning Experience uses Omni-Channel to route incoming chats to your support agents. Before you set up Chat, make sure that Omni-Channel is ready to handle chats with a service channel for chats, a chat queue with an associated routing configuration, and presence statuses that let your agents receive chats. To configure dynamic skill requirements, select the Omni-Channel routing type in Chat Buttons & Invitations and configure skills-based routing rules.
            • Add Chat to the Console in Lightning Experience
              Add Chat to a Lightning console app so agents and supervisors can chat with customers.
            • What's Different in Chat in Lightning Experience
              Chat looks and functions differently in Lightning Experience. Keep these considerations in mind whether you're starting fresh or making the switch to Chat in Lightning Experience.
            • Service Cloud Chat Cookies
              Service Cloud Chat uses cookies to improve functionality and accelerate processing times. By saving a user’s settings, cookies can enhance the user’s experience and the Chat performance.
            • Extend Your Web Chat Implementation with Embedded Service and Einstein Bots
              After you’ve set up Chat and Omni-Channel to work together in Lightning Experience, give your customers a better chat experience with Embedded Service and Einstein Bots. Embedded Service lets you create a pre-chat form and custom branding with little to no code. Embed the chat window on your website and both your desktop and mobile customers can have the same chat experience. Einstein Bots lets you connect customers to an automated chat bot to answer questions and solve straightforward issues.
             
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