Standing up Messaging for In-App is mostly a Service Cloud configuration job, done before any mobile code ships. You enable messaging, create the channel and the Embedded Service deployment, and wire routing through an Omni-Channel flow. The mobile team then drops in the SDK and points it at the deployment. These steps cover the Salesforce-side setup.
- Enable messaging and Omni-Channel
Turn on Messaging settings and Omni-Channel in Setup. Omni-Channel is the routing backbone, so In-App conversations have nowhere to go without it. Grant your service reps the permissions to handle messaging work.
- Create the messaging channel
Create a messaging channel for the In-App conversation type. The channel represents the conversation surface and is what you later attach routing and the deployment to.
- Create the Embedded Service deployment
In Setup, build an Embedded Service deployment for In-App. Configure branding, pre-chat fields, business hours, and whether authenticated users are allowed. The SDK reads this configuration at runtime.
- Build the Omni-Channel routing flow
Create an Omni-Channel flow that decides where conversations land: a queue, a skill, a specific rep, or a bot. Add branching logic for topic, language, or tier if you need it, then assign the flow to the Messaging channel.
- Hand the deployment to the mobile team
Give the app developers the deployment identifiers. They install the UI or Core SDK, place the chat entry point, and connect any login so authenticated sessions carry the customer's identity.
Questions the customer answers before the conversation starts, used to capture context and help routing.
A deployment setting that lets logged-in app users pass a verified identity so Service Cloud loads their Contact and case history.
Controls when the channel offers live help versus an offline or bot-only experience.
The queue, skill, rep, or bot the Omni-Channel flow sends each conversation to.
- Omni-Channel must be enabled first; with no routing engine, conversations have nowhere to go.
- Assign only one object type per Omni queue. A queue carrying both Messaging Sessions and Cases causes routing conflicts.
- Push notifications need their own setup (the Push Notifications capability and certificate or key on iOS), or customers miss agent replies in async conversations.
- SDK upgrades are real mobile releases. Coordinate with the app team early, because a surprise version bump needs its own QA and store submission.
- Plan the Legacy Chat move before February 14, 2026. Run the Chat Transition Readiness Report to find gaps before the retirement date.