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Test Your Embedded Chat Window
After adding Embedded Chat to your web pages or Experience Builder site, check the customer’s experience.
Required Editions
| View supported editions. |
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 test the chat window from the agent’s perspective, log in to Salesforce as a Chat user with all the Chat support agent permissions.
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Open the Service Console app and use the Omni-Channel utility bar (at the bottom of the
console if installed). Go online as the agent assigned to the chat button.
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Test the chat from your customer’s perspective. In another window or tab, navigate to a web
page where you’ve placed the code snippet. If the chat button is available, click it to start
the chat.
The chat button is available as long as:
- The number of chats doesn’t exceed the button’s queue size.
- At least one agent has available capacity and the required skills listed in the associated routing configuration.
- Verify that your pre-chat form and chat window open and appear as expected after initiating a chat session on the customer side.
- In the console, verify that you receive a chat request when the chat is initiated.
If the chat window checks out, your customers can start using Embedded Chat to communicate with your agents.
