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.

Customize Embedded Chat

Take full control of the Embedded Chat experience from the static help button to post-chat stages. Use customizable parameters in the code snippet. Expand functionality by passing nonstandard pre-chat details. Set direct-to-button routing and allow pre-chat fields to fill automatically. Implement your own HTML and CSS code and more.

The legacy chat product is in maintenance-only mode, and we won't continue to build new features. You can continue to use it, but we no longer recommend that you implement new chat channels. Instead, you can modernize your customer communication with Messaging for In-App and Web. Messaging offers many of the chat features that you love plus asynchronous conversations that can be picked back up at any time.

Important

Here are the five stages of Embedded Chat to consider when using these developer guidelines.

An additional stage to consider if you’ve activated offline support.