Salesforce to Retire Chat (Live Agent): What You Need to Know
Salesforce Chat — a tool once very familiar and important to customer service teams — will officially be retired starting February 2026.
This retirement includes all legacy Chat products such as Live Agent, Salesforce Chat, Embedded Chat, and Service Chat across various Salesforce editions.
What is Salesforce Chat?
Salesforce Chat (formerly known as Salesforce Live Agent) is a built-in tool that enables customer service teams to chat directly with customers in real-time. Have you ever seen a chatbot on a website? That’s powered by this tool.
This tool is designed to handle simple, small requests that only require one support agent in a single interaction. Thanks to Chat, customers have an additional convenient communication channel alongside email and phone calls, allowing for faster and easier responses.
Some key features of Chat:
- Auto Greetings & Quick Text: Automatically sends a greeting message when the customer starts a chat, along with predefined response snippets to save agents time.
- Sneak Peek: Agents can see what the customer is typing before they send it to prepare quicker replies. Managers can also monitor and send secret supportive messages if needed.
- Whisper Messages: Secret messages visible only to the support agent to remind or encourage them during conversations.
- Assistant Flag: Allows agents to flag a conversation for managerial assistance, helping managers focus on important cases.
Why is Salesforce retiring Chat?
Salesforce is retiring Chat because they have launched a new messaging product called Messaging for In-App and Web since Summer 2022. This new product is built on the Hyperforce platform, retaining many beloved Chat features while supporting asynchronous messaging and long-lasting conversations that customers can resume anytime.
What does this mean?
The following Salesforce editions will be affected by Chat’s retirement:
- 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 + Digital Engagement
Starting February 14, 2026, you will no longer be able to use the legacy Chat versions. While no new features will be added, Salesforce will continue to provide critical security updates until the official retirement date.
What should businesses do?
You should begin planning to migrate to Messaging for In-App and Web by contacting Salesforce or professional service partners. Salesforce has prepared helpful documentation to support this transition, which you can find in the resources section below.
Additionally, your Account Manager will be available to provide further details if needed.
Conclusion
February 2026 will mark the end of an era with Salesforce Chat. However, the move to Messaging for In-App and Web will open up many new, modern, and flexible opportunities for customer service experiences.
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