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Embedded Chat Limitations
Before setting up Embedded Chat, consider general guidelines, limitations, and cookies and customer browser restrictions.
Required Editions
| View supported editions. |
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.
Feature Availability
- Embedded Chat is supported in Agentforce Service (formerly Service Cloud) and Agentforce Sales (formerly Sales Cloud) with an add-on Digital Engagement license.
- Embedded Chat isn’t supported on the Salesforce mobile app.
General
- You can’t use Embedded Chat on the same web page or Experience Cloud site as a legacy Chat window.
- The Embedded Chat client is written in Aura, which isn’t compatible with LWR templates.
- You can’t use Embedded Chat and Appointment Management on the same web page or Experience Cloud site.
- When you host your Embedded Chat deployment on a Visualforce page, you must access the page using HTTPS. If you use HTTP, the chat window doesn’t load.
- More than one code snippet added to one web page isn’t supported with Embedded Chat.
- You can’t add Embedded Chat to Lightning components. Use a Visualforce page, Experience Cloud site, or web property only.
- Field-level validation rules aren’t supported with Embedded Chat.
- The visitor’s recently viewed pages aren’t updated during a chat. Agent can see only the pages the visitor views before the chat starts.
- No limit applies to the number of chats happening simultaneously in a Salesforce org. You have a limit of 40,000 chats per hour and per org. You also have a limit of 7,000 agents online per org simultaneously.
- If a user opens the chat in a browser tab, then navigates to a different browser tab, customer time-out can stop working. As a result, the chat conversation doesn’t automatically end after the specified period. If customer time-out stops working in this scenario, encourage customers to maintain the chat in a separate browser window.
Settings and Pre-Chat
- The embedded chat window title shows the agent’s name instead of the Chat Window Title setting. When you enable this setting in the Chat Configuration, it doesn’t work in the chat window.
- To use a chat button for your embedded chat window, make sure the Prechat Form Page and Prechat Form URL fields are blank. If the fields aren’t blank, Embedded Chat doesn’t work. Use the pre-chat fields in Embedded Service setup instead.
- When you use Embedded Chat in an Experience Cloud site, you can’t set pre-chat fields to fill in for logged-in users in your snippet settings file. Try the option to fill in contact fields in your component settings.
- Embedded Service setup creates quick actions specifically for pre-chat. Using these quick actions for other purposes causes pre-chat setup to fail.
- In offline support case forms, the Case Reason picklist field shows all picklist options regardless of what’s specified in the record type.
Cookies and Tracking in Customer Browsers
- After users set a more restrictive third-party cookie policy in their browser, conversations work only from the web page where the chat was started. Chrome standard Incognito mode and the Microsoft Edge Balanced tracking prevention setting are also affected.
- After users set a more restrictive third-party cookie policy, such as Chrome standard Incognito mode or the Microsoft Edge Balanced tracking prevention setting, chat label translations aren’t guaranteed to work as directed.
- For users blocking third-party cookies with a strict cookies policy in their browser, the chat button is missing. This applies to Firefox Enhanced Tracking set to Strict and Microsoft Edge tracking prevention set to Strict.
- Visitors can’t chat across browser tabs or open new windows when using Internet Explorer 11, Microsoft Edge, or iOS devices. Chat doesn’t work across new tabs and windows in Chrome Incognito.
- If a user blocks third-party cookies in Chrome standard Incognito mode, Embedded Service custom components and flow labels don’t work.
Labels and Translations
- To access translation, you must allow cookies for your browser. For example, enable “Allow third-party cookies” in Safari iOS.
- Embedded Chat uses only the UTF-8 character set in Translation Workbench. Other sets can display inaccurately.
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