Embedded Service Chat SDK for Android Developer Guide

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Embedded Service Chat SDK for Android Developer Guide
Release Notes
Service Cloud Setup
Chat with Lightning Experience
Chat with Salesforce Classic
SDK Setup
Android Examples
Chat
SDK Customizations
Troubleshooting
Data Protection and Security
Reference Documentation
Additional Resources
PDF

Org Setup for Chat in Salesforce Classic

To use Chat in your mobile app, first set up Chat in your org.

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

This topic shows you how to set up Chat in Salesforce Classic. If you’re using Lightning Experience, see Org Setup for Chat in Lightning Experience with a Guided Flow.

Note

  1. Create a Chat implementation in Service Cloud, as described in Chat for Administrators (PDF). Your implementation needs a deployment and a chat button.

    By default, a mobile chat session times out around two minutes after you leave the app or lose connectivity. To change this value, update the Idle Connection Timeout Duration field when setting up your chat deployment. Keep in mind that the actual timeout on the app can be up to 40 seconds longer than the specified value in this field. See Chat Deployment Settings.

    Note

  2. (Optional) If you want to use Omni-Channel for routing, configure it as described in Omni-Channel for Administrators (PDF).

    Omni-Channel enables your agents to use the same widget for all real-time routing (for example, Chat, SOS, email, case management). However, you can use Chat without setting up Omni-Channel.

  3. (Optional) If you want to build a chatbot to complement your chat experience, see Einstein Bots in Salesforce Help. In broad strokes, you must enable Einstein Bots, deploy the bot to your channel, and activate the bot. If you want to learn about building a more robust bot, see the Einstein Bots Developer Cookbook.

If you have trouble finding the settings that a developer requires to use this feature in the SDK, see Get Chat Settings from Your Org.