Embedded Service Chat for Web Developer Guide

Improve the functionality of your Embedded Service Chat deployment by customizing parameters in the Embedded Service code snippet, adding HTML and JavaScript, or using a Lightning Web Component. See which features are supported for each version of the Embedded Service code snippet.

Required Editions
Embedded Service setup node is available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions

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

Adjust General Parameters in the Code Snippet

Change the general parameters in your Embedded Service code snippet to improve functionality across all chat stages. Choose to resize the chat window or update the font to match branding requirements. Set the default language or change the layout for right-to-left languages. Add the domain name for chat to persist across your site’s subdomains.
Change the Embedded Chat Window Appearance and Behavior

Set parameters that affect the appearance and behavior of the chat window at specific stages. Customize the pre-chat image background, logo, waiting state image, and your agent avatar and Einstein Bot pictures. Customize the text that appears on the window when chat is loading, when agents are online, and when agents are offline. Set a routing order and load your branded files for custom chat events.
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.
Customize the Channel Menu

Provide your Channel Menu customers with a more personalized experience. Make client-side changes without altering other menu branding parameters for your website.
Embedded Service Customized Components

Simplify the customization process for Embedded Service using HTML or modern JavaScript with Lightning Web Components. Aura Components are still available but less flexible or try multiple components on your web page with Lightning Out.
Embedded Service Code Snippet Versions

See what features are available in previous and current versions of the Embedded Service code snippet.

See Also