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Set Up Your Embedded Chat Window
Ensure that your org meets the following prerequisites before setting up Embedded Chat. Follow these steps to configure the embedded chat window and add to your web pages.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To set up Embedded Chat: | Customize Application AND Modify Metadata |
| To create, update, or delete deployments: | 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.
To set up Embedded Chat, your org must meet these prerequisites:
- Lightning Experience must be enabled to set up Embedded Service
- Service Cloud License if you have Performance or Unlimited editions
- Digital Engagement License if you have Enterprise Edition. If you’re on Performance, Unlimited, or Developer editions and don’t have a Service Cloud License, you also need the Digital Engagement License.
- Chat must be enabled in your org
- A Chat button and a Chat deployment must be set up and available in your org
- An Experience Builder site (preferable) or a Salesforce site must be set up on your org and available for guest user access
- Ensure your browsers are supported for Embedded Chat. We support the same browsers as Experience Builder sites. See Supported Browsers for Experience Cloud Sites for more information.
Note Administrators must use Lightning Experience to access the Embedded Service setup pages.
However, other users in the org aren’t required to have access to or use Lightning
Experience with Embedded Chat.
To set up Embedded Chat, follow these steps:
- Create an Embedded Service Deployment
Create an Embedded Service deployment for each embedded chat window that you’re using. - Specify Your Chat Window’s Settings
Select your chat deployment and chat button. Customize the pre-chat form and offline support form. Select custom Lightning components. Set chat images, dimensions, and labels. Learn about available Chat features in Embedded Chat. - Customize the General Branding for Your Chat Window
Select the colors and font used in your chat window to reflect your company’s brand identity. - Add Your Embedded Chat to a Website
Salesforce generates a unique Embedded Service code snippet from the information you provide during setup. Copy and paste the code snippet to include chat on your web pages. Add the optional meta tag code snippet to improve performance for both mobile and desktop. - Add Your Chat Window to an Experience Site
Use the Embedded Service component to add your chat window to an Experience Builder site. Create a snippet settings file to use snippet-only settings with your site’s chat window.
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