Snap-ins
The former name for Salesforce Embedded Service, a set of components (chat, Knowledge, case forms) that could be embedded into external websites and mobile apps to provide customer service outside of Salesforce.
Definition
The former name for Salesforce Embedded Service, a set of components (chat, Knowledge, case forms) that could be embedded into external websites and mobile apps to provide customer service outside of Salesforce.
In plain English
“Snap-ins was the former name for Salesforce Embedded Service, a set of components like chat, Knowledge, and case forms that you could embed into external websites and mobile apps. The current name is Embedded Service, and it's part of providing customer support outside of Salesforce itself.”
Worked example
Sapphire Spa added a chat widget to its appointment-booking website in 2018 using Salesforce Snap-ins - a JavaScript snippet pasted into the site's footer that loaded a Salesforce-powered chat panel. The product was renamed to Embedded Service in 2019, but the install at Sapphire Spa is the same code, just under a new name. When a customer asks about availability via the widget, the chat routes to a service rep in the Service Console; the rep sees the customer's prior appointment history pulled in from the Salesforce data alongside the chat. The Snap-ins-era install still works; if Sapphire ever upgrades the snippet they'll be installing what's now called Embedded Service Deployment, but the customer experience hasn't changed.
Why Snap-ins matters
Snap-ins was the former name for Salesforce Embedded Service, a set of components (chat, Knowledge, case forms) that could be embedded into external websites and mobile apps to provide customer support outside of Salesforce. The product has been rebranded to Embedded Service, with the same underlying functionality.
Knowing the name history matters for reading older documentation. Modern implementations should use Embedded Service terminology and the current implementation approach, which leverages Messaging for In-App and Web for the latest embedded service capabilities. Mature deployments stay current with Salesforce's latest embedded service features.
How organizations use Snap-ins
Treats Snap-ins references as legacy naming for Embedded Service.
Uses Embedded Service (formerly Snap-ins) for chat and case forms on their website.
Upgraded from older Snap-ins to current Messaging for In-App and Web capabilities.
Trust & references
This term has been renamed to Embedded Service.
View current pageAbout the Author
Dipojjal Chakrabarti is a B2C Solution Architect with 29 Salesforce certifications and over 13 years in the Salesforce ecosystem. He runs salesforcedictionary.com to help admins, developers, architects, and cert/interview candidates sharpen their fundamentals. More about Dipojjal.
Test your knowledge
Q1. What were Snap-ins?
Q2. What replaces the name?
Q3. What could be embedded?
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