Salesforce live chat integration: what changed and how to set it up (2026)
TL; DR: Quick Summary
- Salesforce retired legacy Chat, including Live Agent, on 14 Feb 2026, and Enhanced Chat is now its live chat product.
- Conversations now continue across devices and days in Enhanced Chat when user verification is on, which legacy Chat did not offer.
- Check your license first, because some Salesforce customers need to upgrade to Digital Engagement before Enhanced Chat shows up.
- Salesforce's 2025 survey of 6,500 service professionals found teams estimate AI handles 30% of cases and expect 50% by 2027.
- Contact sync and Flow Builder actions connect SleekFlow to Salesforce, and setup takes three steps.
If your team built its web chat around Salesforce Live Agent, that product was retired on 14 Feb 2026 with the rest of legacy Chat. Salesforce now points customers to Enhanced Chat, while many guides, forum threads and older blog posts still describe the legacy setup.
This guide covers what Salesforce changed, what to check in your Salesforce live chat integration if your chat comes from another vendor, how AI agents change the job, and how SleekFlow connects to Salesforce.
What is a Salesforce live chat integration?
A Salesforce live chat integration connects the conversations on your website and messaging apps to the customer records in your Salesforce org. Agents see who they're talking to and what's already been said, and each conversation is logged against the right record, so customers don't repeat themselves.
What happened to Salesforce Chat?
Salesforce retired its legacy Chat products, including LiveAgent, Salesforce Chat, Embedded Chat and Service Chat, on 14 Feb 2026. It directs customers to Enhanced Chat, formerly called Messaging for In-App and Web, and says it now provides the legacy products as-is, without warranties or service level agreements.
How does Enhanced Chat differ from legacy Chat?
Legacy Chat was session-based, so a conversation ended with the session. Enhanced Chat keeps persistent, asynchronous, cross-device history when user verification is in place, and adds secure forms, time selectors and AI agent compatibility that legacy Chat doesn't support.
Source: Salesforce Help, "Compare Enhanced Chat Capabilities to Legacy Chat Capabilities" and "Replace Legacy Chat with Enhanced Chat."
Do you need to upgrade to use Enhanced Chat?
Some Salesforce customers need to upgrade to Digital Engagement to get Enhanced Chat, so check in Messaging Settings under New Channel before you plan the move. If Enhanced Chat doesn't appear as a channel type, Salesforce says you need the upgrade, so ask your Salesforce account team about licensing.
What does the retirement mean if you use a third-party live chat tool?
The retirement covers Salesforce's own legacy Chat products, so ask your chat vendor how its Salesforce connection works. What can break is anything in your org that depends on legacy chat records, routing or pre-chat setup, so check these three things.
Reports and automations on legacy records. Anything that reads the records legacy chat created needs repointing to what Enhanced Chat stores.
Routing handoffs. If your tool handed conversations into Salesforce routing, check how that handoff works with Omni-Channel flows.
Migration tools. Salesforce names a Chat Transition Readiness Report and a Legacy Web Chat Migration tool, which is in beta, to help plan the move.
What does SleekFlow's Salesforce integration sync?
SleekFlow's Salesforce integration syncs contacts between the two systems and lets Flow Builder search, create and update Salesforce records. According to SleekFlow's Help Center, a flow can work with Contact, Lead, Opportunity, Account, Campaign and custom object records, and can start when a Salesforce record is created or updated.
Contacts. Contacts sync between Salesforce and SleekFlow.
Users. Mapping SleekFlow users to Salesforce users is optional, and it sends synced contacts to the right owner.
Disconnecting. Flows that use a disconnected Salesforce org fail to run their trigger or action.
Marketing Cloud. A separate integration sends WhatsApp messages from Journey Builder and brings Data Extension contacts into SleekFlow.
How did Skin Retreat keep customer conversations when staff left?
Skin Retreat, a beauty and wellness business in Hong Kong, kept customer conversations when staff left. It made Salesforce its CRM and synced WhatsApp conversations and interaction records between Salesforce and SleekFlow, with a Salesforce consultancy that is also a SleekFlow partner setting up the integration.
Results:
Communication records and customer data stay in one place, so service continues when employees leave.
Management can track frontline service performance, and staff can view customer history.
Flow Builder sorts inquiries from Google, Facebook and Instagram ads, assigns them to staff or branches, and sends follow-up reminders.
How are AI agents changing Salesforce live chat?
AI agents now handle part of the conversation a person used to own, and that changes what a live chat integration is for. In Salesforce's State of Service report (a survey of 6,500 service professionals, published 13 Nov 2025), teams estimated AI handles 30% of cases today and projected 50% by 2027.
What should an AI agent get from your CRM?
SleekFlow's AI agents, built in AgentFlow, answer from the sources you add to the AI Knowledge Base, follow scenario workflows, and step back when a person replies from the Inbox, according to SleekFlow's Help Center. Check which contact details reach the agent before you go live.
How did Taylor's University connect four channels to Salesforce and add an AI agent?
Taylor's University connected WhatsApp, Facebook, Instagram and TikTok to Salesforce, its CRM, with SleekFlow's native integration. AgentFlow answers routine admissions questions and routes conversations to the right team, across three recruitment cycles a year and peaks of more than 10,000 conversations.
Results:
First response time fell from 1 hour 20 minutes to 17 minutes year over year, a 79% decrease.
Reply rate rose from 71.5% to 79.3%.
Lead-to-enrollment through conversational channels reached 11%, against 2.7% across the broader online lead base.
More than 60,000 contacts and close to 36,000 conversations were handled across 2025.
What should you check before you integrate Salesforce with live chat?
Check four things before you integrate Salesforce with live chat: how fast replies go out, whether conversations continue across channels, when chat prompts appear, and what API access you get. These four decide whether the integration works in practice.
Response speed. Route predictable questions to an AI agent or an automated flow that answers at once, and escalate the rest to a person. A queue works against live chat's main promise, which is speed.
Conversation continuity. Enhanced Chat keeps history across devices, and your integration should too. Check that your tool supports WhatsApp, Instagram DM and Facebook Messenger, so a thread that starts on your website can continue in any of them against the same Salesforce record.
Prompt timing. Set triggers on visitor behavior so a prompt appears when help is useful, not on first page load.
API access and data ownership. Check the API documentation before you commit. You want to send messages, send files and create or update CRM records programmatically.
How do you connect SleekFlow to Salesforce?
You connect SleekFlow to Salesforce from the Integrations page in three steps: connect your Salesforce org, map users, and build automations in Flow Builder. You need a SleekFlow Admin account, because SleekFlow's Help Center says only Admin account users can connect or manage the integration.
Connect Salesforce. In Integrations, find Salesforce under CRM integrations and click Connect. Choose a production or sandbox environment, then log in and authorize on Salesforce. A sandbox connection may sync test data records into SleekFlow.
Map users and sync contacts. Under Manage settings, match SleekFlow users to Salesforce users so synced contacts go to the right owner. Then sync your Salesforce contacts.
Build automations in Flow Builder. Salesforce nodes live in Advanced Flow Builder. Search, create or update a record from a flow, or start a flow when a Salesforce record is created or updated. SleekFlow's Salesforce integration guide says to enable the "Modify All Data" permission on the connecting profile if custom object nodes don't work. Ask your Salesforce admin to review that permission first, because the guide doesn't mention a narrower one.
Security teams will ask for certifications and data handling details, and SleekFlow's Trust Center is where to point them.
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