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.

Persistent Conversations
Persistent Conversation History (with User Verification)NoYesYes
Asynchronous Conversations (with User Verification)NoYesYes
Cross-device conversations (with User Verification)NoYesYes
Session Continuity Across TabsYesN/AYes
Session Continuity Across SubdomainsYesN/AYes
Route to Agent, Queue, Bot, or SkillsYesYesYes
Automated Proactive MessagingNoYesNo
Proactive Messaging by AgentsNoYesNo
Keyword-Based AutomationYesYesYes
Omni-Channel Sidebar SupportNoYesYes
Pre-Chat Form – Visible and Hidden FieldsYesYesYes
Terms and Conditions Acceptance in Pre-ChatYesYesYes
Customize Pre-Chat with Lightning Web ComponentsYesYesYes
Populate Pre-Chat APINoYesYes
Einstein Bot SupportYesYesYes
Business HoursNoYesYes
Custom Branding and UI LabelsYesYesYes
Multi-Language SupportYesYesYes
Auto-Response: Conversation started/ended, agent joined, and so on.NoYesYes
Post-Chat URLYesYesYes
Salesforce SurveysYesYesYes
Estimated Wait TimeNoYesYes
Idle Customer TimeoutYesYesYes
Queue PositionYesNoNo
Public REST APIYesNoNo
Channel Menu SupportYesNoYes
IP BlockingYesNoNo
Sensitive Data RulesYesYesYes
Agent AliasNoYesYes
Delete Data (API)NoYesYes
Individual-Object Linking Flow TemplateNoYesYes
Clone Mobile DeploymentNoYesN/A
Sneak PeekYesNoNo
Supervisor and Agent Experience
Service Console IntegrationYesYesYes
Supervisor MonitoringYesYesYes
Flag Raise and WhisperYesYesYes
Transfer to Agent, Queue, or SkillsYesYesYes
Browser Notification for Assigned ConversationYesYesYes
Outbound File AttachmentsNoYesYes
Einstein Reply Recommendations SupportYesYesYes
Einstein Work Summaries SupportYesYesYes
Actions and Recommendations Sidebar SupportYesYesYes
Right-to-Left Language Support for AgentsYesYesYes
Customer Experience
Inbound File AttachmentsYesYesYes
Emoji SupportNoYesYes
Read and Delivery ReceiptsNoYesYes
Push NotificationsNoYesN/A
Save TranscriptYesNoNo
Message SearchNoYesNo
Right-to-Left Language Support for End-UsersYesYesYes
Supported Sites
External WebsiteYesN/AYes
Experience Site Templates: Build Your Own (Aura), Customer Account Portal, Partner Central, Help Center, and Customer ServiceYesN/AYes
LWR Experience Site Templates: Build Your Own (LWR) and Microsite (LWR)NoN/AYes
Commerce Cloud Templates: B2B and B2B2C Commerce templatesNoN/AYes
Mobile PublisherYesN/AYes
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