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Customize the Embedded Chat Offline Form
Allow customers to submit a case form with Embedded Chat when your support agents are offline. Customize the form depending on your business use case. Choose which fields appear, change the order, and mark certain fields as required.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To set up Embedded Chat: | Customize Application AND Modify Metadata |
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.
Important Before you start, enable Web-to-Case and turn on the “Enable Support
QuickAction Rest endpoint for Guest Users” permission for your org. If the permission
isn’t set, your customers can’t request a chat.
To set up an offline support form:
- From Setup, in the Quick Find box, enter Embedded Service, and then select Embedded Service Deployments.
- To select the deployment that you want to work with, click the arrow next to the deployment name, and then select View. To create a new deployment, select the New Deployment button and following the steps.
- Click Edit next to Chat Settings.
- In the Offline support section, move the radio button to Active. If you see a warning about enabling guest access for your associated Salesforce site, click the link to enable it.
- Click Edit.
- Select a Case record type.
-
Select the fields shown on the form.
- To change the order of the fields, use the up arrow and down arrow.
-
To add a field, click +. You can add only fields that are
available on the object. Add up to 4 fields to make it user-friendly.
Note If you add a field with the Unique attribute and a visitor enters a duplicate field value, the case submission confirmation is displayed even though the case isn’t created. Add unique fields to this form only if you’re certain that visitors are unlikely to enter duplicate values. - To remove a field, click X.
- To require customers to fill out a field, select Required next to the field.
- Optionally, enter a URL for the offline support header image. The image appears in the header of the chat window when the customer opens the offline support form.
- Save your changes.
- Refresh your code snippet and paste it into your website.
Important To turn off your offline support form at any time, view your deployment in
Setup and move the Offline support slider to Inactive. Refresh and
repaste the code snippet into your website each time you turn offline support on or off.
To create custom field names in your offline form, follow these steps:
- From Setup, in the Quick Find box, enter Rename Tabs and Labels, and then select Rename Tabs and Labels.
- Set your primary deployment language from the Select Language dropdown list.
- Select Edit next to the Cases tab option. To revert to the original name, select Reset.
- Enter the singular and plural forms of the new tab name. Also, if applicable for the language, select Starts with a vowel sound for labels that begin with a vowel to ensure the proper article (such as a or an). Then select Next. When you rename a tab or an object, you can’t use the name of another standard tab, custom object, external object, or custom tab.
- Enter your labels for the standard field labels. If necessary, enter both a singular and plural form for each label. Select Starts with a vowel sound for labels that begin with a vowel. Then save your changes.
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