Definition
A Chatlet in Salesforce is a compact, mini version of a chat interface component used within the Salesforce Console. Chatlets allow agents to manage aspects of a chat session (such as viewing transfer options, customer details, or canned responses) in small pop-up panels within the console without navigating away from their current workspace.
Real-World Example
When a customer success manager at CloudNine Solutions needs to streamline operations, they turn to Chatlet to streamline support operations and reduce the backlog of unresolved customer issues. With Chatlet in place, the team routes cases to the best-qualified agents, tracks SLA compliance automatically, and provides self-service options that deflect 30% of incoming volume.
Why Chatlet Matters
A Chatlet is a compact, mini-version of a chat-related interface that appears as a pop-up panel inside the Salesforce Service Console. Chatlets give agents quick access to common actions and information during a chat session without forcing them to navigate away from the active conversation. Common Chatlets include the Transfer Chatlet (for transferring a chat to another agent or queue), Quick Text Chatlet (for inserting canned responses), Customer Info Chatlet (for viewing details about the visitor), and similar focused panels.
Chatlets are part of the legacy Live Agent and Chat Console design. In the modern Lightning Service Console, much of this functionality is delivered through the standard utility bar, related lists, and side panels rather than dedicated Chatlets. The concept persists in some legacy configurations and in vendor-built CTI integrations that still use the older Chatlet pattern. New deployments don't typically use Chatlets explicitly, but the underlying need (giving agents quick access to chat tools without context-switching) is met through the Service Console's built-in utility bar and panels.
How Organizations Use Chatlet
- •CloudNine Solutions — Maintained a legacy Chat Console deployment with several Chatlets including Transfer, Quick Text, and Visitor Info. Migration to the modern Service Console involved replacing each Chatlet with the equivalent Lightning utility or panel.
- •QuickAssist — Documented their old Chatlet workflows during a Lightning migration so they could verify that every Chatlet's function had a Lightning equivalent before turning off the old console.
- •ShieldGuard Security — Built a custom Chatlet years ago that displayed customer purchase history during chats. The custom Chatlet was rebuilt as a Lightning Web Component in the utility bar during their modernization.