Service Cloud Chat Developer Guide

About This Guide
Prerequisites
API Versions
Customize Deployments with the Deployment APIs
Use Pre-Chat to Gather Visitor Information and Set Context for the Agent
Implement a Custom Chat Window Using Visualforce
Use Post-Chat to Wrap Up the Chat Interaction with Your Customer
Set Up Direct-to-Agent Chat Routing with the Deployment APIs
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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:

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