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.
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.
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