Salesforce | Administration | Enhanced Chat v2

What is Salesforce Enhanced Chat v2?

Enhanced Chat v2 is a new customer interface for Enhanced Chat. V2 is optimized for modernized features and agentic use cases. It is a redesigned version to support multi-modal experience in the future.

List of things needed for Enhanced Chat

• Enable Omni-Channel
• Omni-Channel Queue-Based Routing or Omni-Channel Flow Routing (Recommended)
• Enable Messaging
• Enable Digital Experiences 
• Configure Service Console App
• Setup the Language
• Assign Permission Sets for the users
• Messaging User
• Service Cloud User
• Create Service Channels - Route work from a Salesforce object, such as cases, chats, leads, or even custom objects, to support agents *Not created and came by default
• Name: Messaging
• Salesforce Object: Messaging Session
• Create Messaging Channel - Enhanced Messaging provides more ways to exchange information with customers. To message customers, turn on Messaging and create channels.
• Name: Website Chat Channel
• Queue: Enhanced_Chat_Queue1
• Create Omni-Channel Flow - If you have opted for Omni-Channel Flow in the Messaging Channels
• Flow Name: Flow Chats to Agents and Queues
• Route work name: QueueBasedRouteWork
• Service Channel: Messaging
• Route To: Queue
• Queue: Enhanced_Chat_Queue1
• Create Queues & Assign Agents - Queues allow groups of users to manage a shared workload more effectively. A queue is a location where records can be routed to await processing by a group member. The records remain in the queue until a user accepts them for processing or they are transferred to another queue.
• Enhanced_Chat_Queue1
• Enhanced_Chat_Queue2
• Routing Configurations: Enhanced_Chat_Routing 
• Selected Objects: Messaging User, Messaging Session
• Create Routing Configurations - Specify how work items are routed to agents. Define the relative priority and relative size of work items. Create a routing configuration for each service channel in your org
• Name: Enhanced_Chat_Routing
• Queue: Enhanced_Chat_Queue1
• Overflow Assignee: Level2.
• Update Presences Status - Let agents indicate when they’re online and available to receive work items from a specific service channel, or whether they’re away or offline.
• Online, Offline, Busy
• Enabled Service Presence Statuses
• Add “Messaging Session Record” page with “Enhanced Conversation”

Enable Omni-Channel

Omni-Channel Queue-Based Routing

Define a Queue for your chat requests and assign it to a Routing Configuration.

• Go to Setup (gear icon).
• In the Quick Find box, search for "Omni-Channel Settings" or navigate to Feature Settings > Service > Omni-Channel.
• Check the "Enable Omni-Channel" box and click Save. Enhanced Chat relies entirely on Omni-Channel for routing.

Omni-Channel Flow Routing (Recommended)

Build a Flow to dynamically route the chat to the correct Queue, Agent, or even an Einstein Bot based on pre-chat data or business logic.

• Enable “Enhanced Omni-Channel Routing” and select Routing types, you wanted to support

Enable Messaging 

Turn On Messaging: Setup > Messaging and follow the steps to enable the feature for your organization.

Enable Digital Experiences

Configure Service Console App

• In Setup, go to App Manager and find your Service Console app.
• Click the dropdown arrow and select Edit.
• Go to Utility Items and click Add Utility Item, then select Omni-Channel.
• Add essential navigation items like Cases, Accounts, etc..
• Assign the app to relevant user profiles (e.g., System Administrator, Support Profile).

Language Setup

• Edit the language from “Translation Language Settings”
• Add the users

Assign Permission Sets for the users 

Assign Permission Sets: For all Service Reps who will handle the chat, assign the following:

• Messaging User Permission Set.
• Service Cloud User (if not already assigned).

Service Channels 

• Validate whether Messaging Channel is available 
• And, Sales Object should be “Messaging Service”

Messaging Channels

• In Setup > Messaging > New Channel
• Select Messaging for Web (this is the core of Enhanced Chat)
• Make sure the supported object should be Messaging Session

• If you wanted to go for Omni-Channel Queue-Based Routing, select Omni-Queue and provide the Queue details
• If you wanted to go for Omni-Channel Queue Flow-Based Routing, select Omni-Flow and select the flow you are going to create in the following steps

Omni-Channel Flow-Based Routing

Chats routed to Agents and Queues

Create a Omni-channel flow

 

·       Create Queue based route work and push the received message to the Queue

• Edit message settings to Omni-Channel Settings 
• Routing Type: Omni-flow
• Flow Definition: Flow Chats to Agents and Queues
• Fallback Queue: Enhanced_Chat_Queue1

o   Fallback Queue: Enhanced_Chat_Queue1

Skill-Based routing

·       Add Skills

·       Add “Skills-Based Routing Rules”

·       Create flow on skill-based route work

Routing Configurations

Queues

Queues are where work items are held until an agent is available. 

• From Setup, enter Queues in the Quick Find box and select it.
• Click New.
• Enter a Label and Queue Name.
• Select the Routing Configuration you created in the previous step.
• Under Supported Objects, add the object you associated with your Service Channel.
• Add Queue Members (individual users, roles, or public groups) who can receive work from this queue.
• Click Save

·        

Presence Statuses

• Search for Presence Configurations in Setup, 
• Click New, and set your agent's online status and capacity

Add Presence Statuses to Enabled Service Presence Statuses

Configure the Deployment

• Select your Channel from “Embedded Service Deployments”
• Branding: Set colors, fonts, and the agent avatar to match your company branding

Deploy and Test

The final step is to embed the chat widget on your website and test the end-to-end experience.

Generate the Code Snippet

• The deployment process will generate a code snippet (JavaScript). This is the code you need to embed the chat widget on your website or Experience Cloud site.

Embed the Snippet

• Copy the code snippet and paste it into the footer or header of the webpages where you want the chat widget to appear.
• For Experience Builder Sites: You can often use a built-in component or paste the code into the Head Markup.

Embed the Snippet and Test

• Copy the code from above steps
• Create Visualforce pages

• Add “Enhanced Conversation” to “Messaging Service Record” Page
• Open “Messaging Sessions” page from App Launcher

• Open Any of the Messaging Sessions and edit the page to add “Enhanced Conversation” 

Validation of Enhanced Chat

• Update the Agent status to “Online”

• Open the visual force page and click on the preview of the page, what you have created,

• Now, you can notice these messages in the Service Console page,