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.
Assess the design considerations and best practices when configuring an interaction channel solution.
~7 min read · 9 practice questions ·
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
- Detail
- Web or mobile can't be changed later
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- Can't be swapped for another channel
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- Up to 10 minutes after an edit
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- Up to two hours to take effect
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- Routing Type OmniFlow and a flow using the pre-chat dataset
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- String only; checkboxes arrive as "true" or "false"
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- Text type, can't be required
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- Five per update, 5 MB each
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- 22 per conversation per minute
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- Aura client, no LWR, no Salesforce mobile app
- 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?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
Keep reading with the Agentforce Service Consultant pack
- Core concepts
- Exam traps
- Worked scenario
The pack includes:
- All 21 lessons of the Agentforce Service Consultant guide, with reading progress
- Interactive decision walks and step-by-step sequence steppers
- Inline practice questions and one-click topic practice (9 questions for this lesson)
- An official source cited for every claim
- An AI tutor that answers from the guide
- Unlimited timed practice exams