Standing up Messaging for Web is an admin task in Setup. You turn on the platform feature, route with Omni-Channel, create a Messaging channel, then publish an Embedded Service Deployment whose snippet goes on the website.
- Turn on Messaging and Omni-Channel
In Setup, enable Messaging settings and confirm Omni-Channel is on. Omni-Channel is required because it routes every Messaging Session to an agent. Assign the messaging permission set to the service users who will handle chats.
- Create the Messaging channel
Create a Messaging channel of the Messaging for Web type. The channel is the entry point that conversations flow through, and it links to the routing and the end-user records the platform creates.
- Configure routing with an Omni-Channel Flow
Build or assign an Omni-Channel Flow that evaluates the incoming session and sends it to a queue or agent by skill, presence, and capacity. Optionally start the conversation with an Agentforce or Einstein Bot for triage.
- Publish the Embedded Service Deployment and add the snippet
Create an Embedded Service Deployment, set branding and prechat, then open Code Snippet in Setup. Copy the generated JavaScript onto the website pages, or into the head markup of an Experience Cloud site.
Colors, logo, button placement, opening greeting, and agent display name, all set on the deployment so the web team never edits the page for a refresh.
Visible fields that collect a name, email, or case reason before routing, plus hidden prechat fields that pass page context the visitor does not see.
A signed token the snippet passes for logged-in visitors so Salesforce resolves them to a Contact and shows account history to the agent.
An optional Agentforce or Einstein Bot that greets the visitor, deflects routine questions, and escalates to a human with context attached.
- Enhanced Chat requires Lightning Experience; orgs still on Classic for service must move before deploying.
- API methods only run after the onEmbeddedMessagingReady event fires; calling them earlier silently does nothing.
- Legacy Chat (Live Agent) was retired on February 14, 2026, so do not build new deployments on it.
- Most behavior lives in the deployment, not the page, so a Salesforce upgrade can change widget behavior without a website change.