Control Chat Button Visibility in Enhanced Chat

Improve support efficiency by showing the chat button only when service reps are available. Use Chat Button Visibility in Enhanced Chat to set queue limits per rep or across all reps, so your team manages demand effectively and customers connect only when support is ready to respond. The chat button appears only when at least one rep is online and within the defined queue limits, and it automatically updates as availability changes.

Required Editions

Note

Chat Button Visibility is available only when Enhanced Omni-Channel and Salesforce Edge Network are enabled for your org. If Salesforce Edge Network isn't enabled, complete the setup first.

View supported editions.
This article applies to:	Enhanced In-App Chat and Enhanced Web Chat channels
This article doesn’t apply to:	Standard and enhanced WhatsApp, standard and enhanced Facebook Messenger, standard and enhanced SMS, enhanced Apple Messages for Business, enhanced LINE, and Bring Your Own Channel

Note Beginning in June 2025, Messaging for In-App and Web is changing its name to Enhanced Chat. During this transition, you can possibly see references to both names in our documentation. We wish we could magically update the name everywhere at once, and we thank you for your patience as we evolve.

1. From Setup, in the Quick Find box, enter Messaging Settings, and then select Messaging Settings.
2. To select the deployment you want to work with, click the arrow next to the deployment name, and then select Edit.
3. On the Messaging Settings page, in the Chat Button Visibility section, select Show chat button only when a service rep is available. The button appears only when at least one rep is online and the waiting queue is below the configured limit.
   1. If the routing type is Omni-queue, rep and agent availability is checked in the primary queue.
   2. If the routing type is Omni-flow or Agentforce Service Agent, availability is checked in the fallback queue.
4. For Queue Limit Type, choose how to apply limits.
   1. Set Queue Limit to define the maximum number of chat requests that can be waiting in the queue across all online service reps in the applicable queue. When the overall waiting queue reaches this number, the chat button is hidden until capacity is available.
   2. Set Queue Limit Per Rep to define the maximum number of chat requests that can be queued for each service rep. When a rep’s waiting queue reaches this number, no additional chats are routed to them, and the chat button is hidden if all reps are at their limits.
5. Save your changes.
6. In Embedded Service Deployment Settings, click Publish to apply the changes.