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.

Required Editions

View supported editions.

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.