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In a significant shift in customer service technology, Salesforce has announced its plan to retire key chat tools, including Salesforce Chat (formerly known as LiveAgent), Embedded Chat, and Service Chat, by February 2026.
These legacy tools have long been essential for businesses that rely on real-time customer communication, enabling service teams to efficiently handle multiple customer interactions.
However, the landscape of customer service is evolving, as Salesforce introduced a more robust and future-proof solution: Messaging for In-App and Web. This new tool includes modernized features, such as asynchronous conversations and the ability for customers to resume chats at any time, offering a seamless experience across devices.
As businesses prepare for this transition, it’s essential to understand why Salesforce is making these changes, how they will impact their current operations, and what alternatives — like LiveChat — could offer businesses seeking different options.
What is Salesforce Chat?
Salesforce Chat and LiveAgent have long been core components of the Service Cloud platform, empowering customer service teams to provide real-time support.
Salesforce Chat, previously known as LiveAgent, enables businesses to handle customer inquiries directly through their websites or apps, offering a fast and efficient alternative to email or phone support. Salesforce is transitioning to a new first-party chat product introduced in the Summer '22 update.
These tools have been essential in improving customer service response times and enhancing the overall customer experience by addressing queries and resolving issues more quickly.
Some key features of Salesforce Chat include:
- Auto greetings and quick text allow businesses to automatically engage customers when they initiate a chat, using pre-configured, time-saving responses to common inquiries.
- Sneak peek lets agents see what the customer is typing before they hit submit, giving them a head start on preparing responses.
- Managers can discreetly send whisper messages to agents during a chat to offer advice or guidance without the customer knowing, which helps improve the quality of support.
- Agents can flag a chat when they need assistance from a manager, making it easier for supervisors to step in only when needed.
These tools were designed for businesses with smaller support teams or those handling simple queries that could be quickly resolved in a single chat interaction.
The system’s ease of use, combined with advanced features like custom branding options and detailed analytics via dashboards, made it a popular choice for companies looking to streamline their customer service operations.
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Retirement of legacy chat products
Despite its widespread adoption, the limitations of real-time-only chat and the growing demand for more flexible communication options have led Salesforce to develop a new suite of tools better suited to modern customer service needs.
Salesforce's decision to retire its legacy chat tools, including LiveAgent and Embedded Chat, stems from the evolving needs of businesses and the growing expectations of customers for seamless, omnichannel communication.
The legacy tools, while effective for real-time support, have limitations in today’s digital landscape, where customers expect flexibility in how and when they engage with support teams. The growing demand for asynchronous communication — where customers can start, pause, and resume interactions at their convenience — has highlighted the need for more modern solutions.
One of the primary reasons for retiring these tools is the introduction of Messaging for In-App and Web, which was released in the Summer '22 update. Built on Salesforce’s Hyperforce platform, this new chat system supports asynchronous and persistent conversations, allowing customers to pick up their chats later without losing context — a feature that was lacking in the older tools, as reported by Salesforce Ben.
This shift reflects Salesforce’s focus on providing more durable, scalable, and flexible solutions that meet current business demands, enabling service teams to manage more complex interactions over longer periods of time.
New features and functionality
With the retirement of Salesforce Chat, customers can look forward to a host of new features and functionality in the Messaging for In-App and Web platform. One of the standout features is the support for asynchronous and persistent conversations. This means customers can start a chat, pause it, and resume at their convenience without losing any context, providing a seamless and flexible communication experience.
The new platform also retains many beloved chat features, making it ideal for handling smaller, quick issues while expanding the customer point of contact with a company. Built on Salesforce’s Hyperforce, Messaging for In-App and Web offers a secure and scalable foundation for customer service operations, ensuring robust performance and data protection.
Additionally, the platform supports embedded chat, service chat, and legacy chat products, facilitating a smooth transition from the old system to the new one. This ensures that businesses can continue to provide excellent customer service without disruption, leveraging the advanced capabilities of the new platform to enhance their support operations.
How will the retirement impact current users?
Salesforce's decision to retire Chat, LiveAgent, and other legacy tools will directly affect businesses that rely on these solutions for customer service and support. While the final retirement is scheduled for February 14, 2026, organizations currently using these tools need to start planning their transition.
The retirement will have a particularly significant impact on users of several Salesforce editions, including Service Cloud Unlimited, Performance Editions, Einstein Editions, and others that have integrated these chat solutions as a key part of their customer support processes.
Immediate implications
Starting now, legacy tools like LiveAgent will no longer receive new feature updates. Although critical trust updates will still be delivered until the retirement date, Salesforce has signaled that innovation and development will shift towards the newer Messaging for In-App and Web platform. This means that businesses continuing to use legacy chat tools may find themselves at a disadvantage as new features and enhancements will not be applied to their existing systems.
Long-term considerations
By 2026, these legacy tools will be completely phased out. For companies still relying on them, this will mean the loss of access to key functionality. Businesses will need to either migrate to Salesforce's new chat and messaging platform or find an alternative solution to avoid any disruption in customer support services. Planning this transition early is essential to avoid downtime or gaps in customer service during the shift.
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Actions to take
Salesforce encourages businesses to start their transition now by working with professional services or Salesforce teams to map out their migration strategy. This involves reviewing the features of Messaging for In-App and Web, comparing them with existing functionalities, and determining the best approach for migration. Organizations using more complex, customized chat solutions may also need to adapt their workflows to ensure a smooth transition.
For businesses that decide to remain within the Salesforce ecosystem, Messaging for In-App and Web offers several benefits, including persistent chat sessions and more advanced integration with other Salesforce tools. However, companies with specific requirements may want to explore alternatives like LiveChat, especially if they need features not available in Salesforce’s new platform.
Preparing for the transition
To prepare for the transition to Messaging for In-App and Web, businesses should start by thoroughly reviewing their current chat setup. Identifying areas for improvement in customer service operations can help make the most of the new platform’s capabilities.
Working with a professional services company can be invaluable during this migration. These experts can assist in mapping out the transition strategy, ensuring that businesses can take full advantage of the new features and functionality offered by Messaging for In-App and Web.
It’s also crucial to deliver critical trust updates to customers, informing them of the upcoming changes and how these will enhance their experience. Clear communication helps manage customer expectations and maintains trust during the transition period.
Businesses should compare the benefits of Messaging for In-App and Web with Salesforce’s legacy chat products to ensure they are leveraging the new platform to its fullest potential. This comparison can highlight the advantages of the new system, such as persistent conversations and enhanced security.
Finally, reaching out to an account manager can provide additional guidance and support. Account managers can offer personalized advice and resources to help businesses navigate the transition smoothly and ensure that they are well-prepared for Salesforce’s retirement ofs legacy chat tools.
How can LiveChat be a viable alternative?
While Salesforce’s Messaging for In-App and Web is a robust option for businesses transitioning from legacy tools like LiveAgent, it may not meet the needs of every organization.
For companies looking for a flexible, user-friendly alternative, LiveChat offers a powerful solution that provides many of the features businesses have come to rely on with Salesforce’s legacy chat products — along with additional capabilities.
LiveChat is a customer service tool designed to facilitate real-time interactions, much like Salesforce’s legacy tools, but with a focus on ease of use, customization, and integration across platforms.
Here’s why it could be a viable alternative:
- LiveChat integrates smoothly with various CRM platforms, including Salesforce, making it a seamless addition to existing workflows without needing to overhaul backend systems. This is crucial for businesses that are deeply integrated with Salesforce but want a different chat solution.
- One of LiveChat’s strengths is its high level of customization. It allows businesses to create tailored chat interfaces, modify workflows, and control how agents interact with customers. Custom branding options ensure that the customer experience aligns with the company’s visual identity, and advanced routing systems ensure that queries are directed to the right agents.
- Like Salesforce’s new messaging platform, LiveChat supports an omnichannel approach. It allows businesses to interact with customers across multiple touchpoints, such as websites, mobile apps, and even social media. This helps maintain continuity in conversations, whether a customer switches devices or channels.
- LiveChat offers features like pre-built message templates, agent collaboration, and AI-powered chatbots that help streamline interactions and improve agent productivity. These tools allow agents to handle multiple chats simultaneously, reducing response times and improving overall customer satisfaction.
- LiveChat comes with powerful reporting tools, enabling businesses to track key metrics such as response times, customer satisfaction, and agent performance. These analytics provide valuable insights that help companies improve their customer service operations over time.
Making the choice
Ultimately, businesses need to assess their specific needs, considering factors like ease of integration, customization, and scalability.
LiveChat provides a powerful, easy-to-use option for companies that need real-time support but may not require all the advanced, asynchronous features of Salesforce’s new messaging system.
Get started with LiveChat today and experience the benefits yourself! LiveChat offers a 14-day free trial, giving you the opportunity to explore all its features without commitment. With no credit card required, it's easy to test how LiveChat can integrate with your current setup and streamline your customer support operations.
Don’t wait until Salesforce’s legacy tools are retired — sign up for your free trial of LiveChat today and discover how it can transform the way you interact with your customers.
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