You are here:
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.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To chat with visitors in the Salesforce console: | Chat is enabled, set up, and included in a Salesforce console app |
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.
As a support agent, you assist dozens of customers with their support issues every day. Chat is fully integrated with the rest of Salesforce, making it easy for you to access all the information you need about your customers in a single workspace. In addition, Salesforce leverages the power of the Service Cloud, giving you access to important tools like a knowledge base and pre-defined support messages, that let you assist your customers and close cases more quickly.
Whether you're a seasoned veteran or new to Chat, there are several tools at your disposal that make it easy to assist multiple customers at the same time with chat. Let's get started.
- Assist Customers with Chat
Use Chat to quickly help your customers solve issues. - Transfer Chats to an Agent, Skill, or Button
Chats can be transferred to another agent, skill, or button so your customers always receive the highest-quality help from the most relevant sources. This information applies to chats routed with Live Agent routing only. - View Customer Records in the Salesforce Console
Salesforce automatically creates some records when a chat ends. These records store information about chat customers and their interactions with agents. View these records in the console in Salesforce Classic.
