# Enhanced Chat deployment design and configuration

*Agentforce Service Consultant Study Guide · Intake and Interaction Channels · Last updated October 15, 2026 · https://www.certifyforce.com/study-guide/agentforce-service-consultant/intake-and-interaction-channels/enhanced-chat-deployment-design-and-configuration*

The design decisions and limits that make or break an Enhanced Chat rollout: the messaging channel and Embedded Service deployment, irreversible choices, pre-chat fields passed to Omni-Channel flows as strings, business hours caching, attachments, rate and session limits, user verification for persistent conversations, and which sites can host it.

- Certification: Salesforce Agentforce Service Consultant
- Exam section: Intake and Interaction Channels
- Study guide: https://www.certifyforce.com/study-guide/agentforce-service-consultant

**Official exam objective:**

> Assess the design considerations and best practices when configuring an interaction channel solution.

## What the exam expects

- Plan the messaging channel and Embedded Service deployment, including the choices that can't be changed later.
- Design pre-chat forms (visible and hidden fields) and pass their values to an Omni-Channel flow.
- Set expectations for business hours caching, attachments, rate limits and concurrent sessions.
- Replace legacy Chat features Enhanced Chat doesn't support, such as IP blocking and Sneak Peek.
- Use user verification for persistent conversations and pick a site that supports it; rule out Embedded Chat on LWR and mobile.

Key terms: **messaging channel** (Messaging Settings record holding routing, inactivity, auto-responses and custom parameters); **Embedded Service deployment** (the web or mobile client: business hours, branding, pre-chat, code snippet); **custom parameter** (links a pre-chat field to the flow); **user verification** (a token that ties a conversation to an authenticated customer); **Omni-Flow routing type** (routes the channel through an Omni-Channel flow).

## Key facts

| Fact | Detail | Source |
|---|---|---|
| Deployment type | Web or mobile can't be changed later | [Enhanced Chat Considerations](https://help.salesforce.com/s/articleView?id=service.miaw_considerations_and_limitations.htm&language=en_US&type=5) |
| Channel on a deployment | Can't be swapped for another channel | [Enhanced Chat Considerations](https://help.salesforce.com/s/articleView?id=service.miaw_considerations_and_limitations.htm&language=en_US&type=5) |
| Publish delay | Up to 10 minutes after an edit | [Enhanced Chat Considerations](https://help.salesforce.com/s/articleView?id=service.miaw_considerations_and_limitations.htm&language=en_US&type=5) |
| Business Hours record edits | Up to two hours to take effect | [Enhanced Chat Considerations](https://help.salesforce.com/s/articleView?id=service.miaw_considerations_and_limitations.htm&language=en_US&type=5) |
| Pre-chat prerequisite | Routing Type OmniFlow and a flow using the pre-chat dataset | [Enhanced Chat Considerations](https://help.salesforce.com/s/articleView?id=service.miaw_considerations_and_limitations.htm&language=en_US&type=5) |
| Pre-chat data type | String only; checkboxes arrive as "true" or "false" | [Customize Pre-Chat](https://help.salesforce.com/s/articleView?id=service.miaw_custom_prechat_3.htm&language=en_US&type=5) |
| Hidden pre-chat field | Text type, can't be required | [Customize Pre-Chat](https://help.salesforce.com/s/articleView?id=service.miaw_custom_prechat_3.htm&language=en_US&type=5) |
| Attachments | Five per update, 5 MB each | [Enhanced Chat Considerations](https://help.salesforce.com/s/articleView?id=service.miaw_considerations_and_limitations.htm&language=en_US&type=5) |
| Inbound message rate | 22 per conversation per minute | [Rate Limits for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_rate_limits.htm&language=en_US&type=5) |
| Embedded Chat | Aura client, no LWR, no Salesforce mobile app | [Embedded Chat Limitations](https://help.salesforce.com/s/articleView?id=service.snapins_chat_limitations.htm&language=en_US&type=5) |

## Check yourself

- Why does a flow decision on a pre-chat checkbox never evaluate to true when it compares to a Boolean?
- When can a deployment's web or mobile type be changed?
- How many files can a customer send in one Enhanced Chat conversation update?
- Why doesn't Enhanced Chat offer IP blocking?

## Sources

- [Considerations and Limitations for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_considerations_and_limitations.htm&language=en_US&type=5)
- [Create Your First Enhanced Chat Channel and Deployment](https://help.salesforce.com/s/articleView?id=service.miaw_quick_start.htm&language=en_US&type=5)
- [Configure an Enhanced Web Chat Deployment](https://help.salesforce.com/s/articleView?id=service.miaw_configure_web_deployment_1.htm&language=en_US&type=5)
- [Customize Pre-Chat for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_custom_prechat_3.htm&language=en_US&type=5)
- [Map Pre-Chat Values in Omni-Channel Flow](https://help.salesforce.com/s/articleView?id=service.miaw_map_messaging_2.htm&language=en_US&type=5)
- [Persist Pre-Chat Inputs Across Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.miaw_handle_sessions.htm&language=en_US&type=5)
- [Configure an Enhanced Web Chat Deployment in an Experience Builder or Commerce Cloud Site](https://help.salesforce.com/s/articleView?id=service.miaw_deployment_experience_builder.htm&language=en_US&type=5)
- [Understanding Token-Based User Verification](https://help.salesforce.com/s/articleView?id=service.user_verification_overview.htm&language=en_US&type=5)
- [Enhanced Chat FAQ](https://help.salesforce.com/s/articleView?id=service.miaw_faq.htm&language=en_US&type=5)
- [Rate Limits for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_rate_limits.htm&language=en_US&type=5)
- [Messaging Limits and Considerations](https://help.salesforce.com/s/articleView?id=service.livemessage_limitations.htm&language=en_US&type=5)
- [Set Up Routing for Messaging Channels](https://help.salesforce.com/s/articleView?id=service.messaging_omnichannel_routing.htm&language=en_US&type=5)
- [Alternative Solutions for Legacy Chat Features That Aren't Available in Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_chat_feature_alternatives.htm&language=en_US&type=5)
- [Embedded Chat Limitations](https://help.salesforce.com/s/articleView?id=service.snapins_chat_limitations.htm&language=en_US&type=5)

## About the full unit

The "Core concepts", "Exam traps" and "Worked scenario" sections of this unit, its 9 linked practice questions, and unlimited timed mock exams are included with the Agentforce Service Consultant pack (USD $19): https://www.certifyforce.com/practice-exams