Setting up Embedded Service Chat takes about an hour for the basic configuration: enable the feature, create a deployment, configure channels and styling, generate the snippet, embed on your site. The work continues as you tune routing and conversation flows.
- Enable Embedded Service in Setup
Setup, then Embedded Service, then Enable Embedded Service. The feature activates the deployment objects and the Lightning components for agents.
- Create an Embedded Service Deployment
Setup, then Embedded Service Deployments, then New. Pick the deployment type (Chat, Messaging, Appointments). Give it a name and assign it to a Service Cloud queue.
- Configure channels and styling
In the deployment, enable the channels you want and set the visual style. Branding colors, position on page, opening behavior. Save.
- Set up Omni-Channel routing
Create a Service Cloud queue for the deployment. Assign Service Cloud licensed agents. Set the routing rules: skill, priority, capacity. Test by sending a chat from your test site.
- Generate the embed snippet
From the deployment detail page, copy the JavaScript snippet. The snippet is a single script tag with your deployment ID and configuration.
- Embed on the target site
Paste the snippet into the HTML of every page where the chat should appear, or load it conditionally via your CMS. Most teams put it in the site''s footer or include file. Verify the widget appears in the right position with the right styling.
Real-time chat. Agent and customer connect immediately, session ends when chat closes.
Persistent thread that survives across sessions. Like WhatsApp or SMS in feel.
Schedule a service visit through Field Service from the website.
Video session with a remote agent. Used for high-touch service.
- Embedded Service requires Service Cloud and Service Cloud Voice licensing. Standard Salesforce orgs cannot use it without the upgrade.
- The JavaScript snippet must be embedded on every page where chat should appear. Single-page apps that load content dynamically need extra configuration to keep the widget alive.
- Pre-chat form fields must map to Salesforce fields for the data to flow. Missing mappings cause data loss when the chat ends.
- Style conflicts between the host site''s CSS and Embedded Service''s CSS can produce ugly results. Test the widget on your actual site, not just in preview, before launching.