Note: This release is in preview. Features described here don’t become generally available until the latest general availability date that Salesforce announces for this release. Before then, and where features are noted as beta, pilot, or developer preview, we can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features.

Prerequisites

The legacy chat product is scheduled for retirement on February 14, 2026, and is in maintenance mode until then. During this phase, you can continue to use chat, but we no longer recommend that you implement new chat channels. To avoid service interruptions to your customers, migrate to Messaging for In-App and Web before that date. Messaging offers many of the chat features that you love plus asynchronous conversations that can be picked back up at any time. Learn about chat retirement in Help.

Important

Before you customize Chat, make sure:

Chat is enabled in your organization.
Your administrator has granted you a Chat feature license. Although you can customize the product without a feature license, having one will allow you to access and test your customizations.
You've created a Salesforce site and uploaded images as static resources for your chat buttons and windows. If you plan to customize Chat without using a Salesforce site, skip this step.

When using a Salesforce site for Chat custom chat pages, avoid using the path “/liveagent” in the URL. This path sometimes causes errors with the incoming and outgoing chat notification sounds, so agents will be unable to hear their chat updates.

Note

Service Cloud Chat Developer Guide

Prerequisites