Salesforce is retiring their legacy Chat service (formerly Live Agent) including LiveAgent, Salesforce Chat, Embedded Chat and Service Chat; on February 14, 2026. Salesforce Legacy Chat Service Retirement.
On February 14, 2026, Salesforce will sunset their legacy Chat features and functionality, and the feature set will no longer be available. Additionally, legacy Chat will no longer receive new features leading up to the retirement date but we will continue to deliver critical trust updates until the retirement date.
Why is Salesforce Legacy Chat Service Retiring?
In Summer ’22, Salesforce released a new first-party chat product and feature set. Messaging for In-App and Web, the new product, is built on Hyperforce and offers many of the Chat features that customers love. It also supports asynchronous and persistent conversations that can be picked back up at any time.
You can continue using your current Chat services and implementations through the announced retirement date. However, all customers will need to migrate to Salesforce’s new Messaging for In-App and Web service before the announced retirement date.
Affected Salesforce Clouds
| Service Cloud Unlimited + Edition |
| Service Cloud – Unlimited Edition |
| Service Cloud – Performance Edition |
| Service Cloud – Performance Edition 1 |
| Service Cloud – Einstein 1 Edition |
| Sales and Service Cloud Unlimited Edition |
| All Industry Cloud Unlimited Edition |
| Service Cloud Enterprise Edition + Digital Engagement |
| Sales Cloud Enterprise Edition + Digital Engagement |
| Sales Cloud Unlimited Edition + Digital Engagement |
| Sales and Service Cloud Enterprise Edition Edition + Digital Engagement |
Contact Tectonic if you need assistance preparing for these changes.
Review the benefits of Messaging for In-App and Web, and compare the modernized channel to Salesforce’s legacy chat product.
| FEATURE | CHAT | MESSAGING FOR IN-APP | MESSAGING FOR WEB |
|---|---|---|---|
| Persistent Conversations | |||
| Persistent Conversation History (with User Verification) | No | Yes | Yes |
| Asynchronous Conversations (with User Verification) | No | Yes | Yes |
| Cross-device conversations (with User Verification) | No | Yes | Yes |
| Session Continuity Across Tabs | Yes | N/A | Yes |
| Session Continuity Across Subdomains | Yes | N/A | Yes |
| Settings | |||
| Route to Agent, Queue, Bot, or Skills | Yes | Yes | Yes |
| Automated Proactive Messaging | No | Yes | No |
| Proactive Messaging by Agents | No | Yes | No |
| Keyword-Based Automation | Yes | Yes | Yes |
| Omni-Channel Sidebar Support | No | Yes | Yes |
| Pre-Chat Form – Visible and Hidden Fields | Yes | Yes | Yes |
| Terms and Conditions Acceptance in Pre-Chat | Yes | Yes | Yes |
| Customize Pre-Chat with Lightning Web Components | Yes | Yes | Yes |
| Populate Pre-Chat API | No | Yes | Yes |
| Einstein Bot Support | Yes | Yes | Yes |
| Business Hours | No | Yes | Yes |
| Custom Branding and UI Labels | Yes | Yes | Yes |
| Multi-Language Support | Yes | Yes | Yes |
| Auto-Response: Conversation started/ended, agent joined, and so on. | No | Yes | Yes |
| Post-Chat URL | Yes | Yes | Yes |
| Salesforce Surveys | Yes | Yes | Yes |
| Estimated Wait Time | No | Yes | Yes |
| Idle Customer Timeout | Yes | Yes | Yes |
| Queue Position | Yes | No | No |
| Public REST API | Yes | No | No |
| Channel Menu Support | Yes | No | Yes |
| IP Blocking | Yes | No | No |
| Sensitive Data Rules | Yes | Yes | Yes |
| Agent Alias | No | Yes | Yes |
| Delete Data (API) | No | Yes | Yes |
| Individual-Object Linking Flow Template | No | Yes | Yes |
| Clone Mobile Deployment | No | Yes | N/A |
| Sneak Peek | Yes | No | No |
| Supervisor and Agent Experience | |||
| Service Console Integration | Yes | Yes | Yes |
| Supervisor Monitoring | Yes | Yes | Yes |
| Flag Raise and Whisper | Yes | Yes | Yes |
| Transfer to Agent, Queue, or Skills | Yes | Yes | Yes |
| Browser Notification for Assigned Conversation | Yes | Yes | Yes |
| Outbound File Attachments | No | Yes | Yes |
| Einstein Reply Recommendations Support | Yes | Yes | Yes |
| Einstein Work Summaries Support | Yes | Yes | Yes |
| Actions and Recommendations Sidebar Support | Yes | Yes | Yes |
| Right-to-Left Language Support for Agents | Yes | Yes | Yes |
| Customer Experience | |||
| Inbound File Attachments | Yes | Yes | Yes |
| Emoji Support | No | Yes | Yes |
| Read and Delivery Receipts | No | Yes | Yes |
| Push Notifications | No | Yes | N/A |
| Save Transcript | Yes | No | No |
| Message Search | No | Yes | No |
| Right-to-Left Language Support for End-Users | Yes | Yes | Yes |
| Supported Sites | |||
| External Website | Yes | N/A | Yes |
| Experience Site Templates: Build Your Own (Aura), Customer Account Portal, Partner Central, Help Center, and Customer Service | Yes | N/A | Yes |
| LWR Experience Site Templates: Build Your Own (LWR) and Microsite (LWR) | No | N/A | Yes |
| Commerce Cloud Templates: B2B and B2B2C Commerce templates | No | N/A | Yes |
| Mobile Publisher | Yes | N/A | Yes |
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