Modern Chat Console design is part of Service Console configuration. Each design decision affects agent throughput and customer experience.
- Build the Service Console Lightning page
App Builder. Configure a Service Console layout that surfaces Omni-Channel, the active workspace tab, Knowledge sidebar, and Quick Text where agents need them.
- Configure Omni-Channel capacity
Setup, Omni-Channel, Presence Configurations. Set chat capacity per agent role. Three to five concurrent chats is the practical range.
- Add Quick Text and Macros
Set up Quick Text snippets for common chat responses. Build Macros for repeated multi-step workflows (verify customer, attach Knowledge, send follow-up email).
- Configure pre-chat form to populate customer context
Pre-chat forms collect basic info that powers screen pop. Without screen pop, agents cold-start every chat.
- Iterate based on agent feedback
Run a weekly agent feedback session in the first month. Console layouts often miss the agent's actual workflow on the first pass; iteration tightens the design.
- Console layouts cluttered with unused components slow chat handling. Test layouts with actual agents before launch.
- Capacity set too high overwhelms agents; three to five concurrent chats is the practical range.
- Quick Text catalogues drift toward off-brand or stale content. Curate and prune regularly.
- The Classic Chat Console layout no longer applies. Documentation that references it is legacy.