Definition
Chat (now called Messaging for In-App and Web, formerly Live Agent) in Salesforce is a real-time text-based communication channel that allows customers to chat with service agents through a website or mobile app widget. Chat conversations are routed to agents via Omni-Channel, and agents handle them within the Service Console, with access to full customer context and Knowledge articles.
Real-World Example
At their company, a service operations lead at ShieldGuard Security leverages Chat to deliver consistent, high-quality support across all customer channels. Chat ensures that every inquiry follows the same process, agents have access to relevant customer history, and managers can track performance metrics in real time.
Why Chat Matters
Chat in Salesforce (currently branded as Messaging for In-App and Web, formerly Live Agent) is a real-time text communication channel that lets customers chat with service agents through a website widget or mobile app. Conversations are routed to agents through Omni-Channel based on agent availability and skills, and agents handle them inside the Service Console with full access to customer records, Knowledge articles, and other case context. Chat is one of the most common service channels because it offers immediate support without phone-call overhead.
The product has been renamed multiple times over its history (Live Agent → Live Chat → Chat → Messaging for In-App and Web), reflecting its evolving capabilities. The modern incarnation supports features like asynchronous messaging (where conversations can continue even after the customer closes the browser), Einstein Bot integration for automated triage, file sharing, and rich message types. Chat-handled conversations are typically logged as Cases for record-keeping and reporting, and CSAT surveys can be sent at the end of each session to measure customer satisfaction.
How Organizations Use Chat
- •ShieldGuard Security — Offers Chat as a primary support channel on their website. Customers initiate conversations from any product page, and Omni-Channel routes them to the right specialist team based on the page they were on when they started the chat.
- •CloudNine Solutions — Combines Chat with Einstein Bot triage. The bot handles the first message, gathers basic context, and either resolves the issue itself or transfers to a human agent with full context attached.
- •Wanderlust Travel — Migrated from a third-party chat tool to Salesforce Chat to consolidate all customer interactions in one platform. Having Chat in the same Service Console as Cases and emails dramatically simplified agent workflows.