Messaging In-App and Web Migration: So you’re still on Classic, what now?

In the ever-evolving world of CRM solutions, staying current with the latest technologies is crucial for maintaining a competitive edge. Salesforce’s latest messaging technology, Messaging In-App and Web is a game-changer for customer engagement To fully leverage its powerful features, transitioning from Salesforce Classic to Lightning is essential (required). Here’s a breakdown of why the move is necessary, how to transition, and best practices to ensure a smooth migration.

So, what is Messaging In-App and Web?

In Summer '22, Salesforce released Messaging for In-App and Web, our replacement for LiveAgent, built on Hyperforce and offers many of the Chat features that customers loved, new enhanced features, and AI tools.

Key Features:

• Asynchronous Messaging: Enables conversations to continue over time without requiring both parties to be online simultaneously. This flexibility improves the user experience by allowing users to respond at their convenience and helps agents manage multiple conversations more effectively. Want to learn more? Read our Embrace “Asynchronous” Channels - What Does it Mean to My Service Operation? article.
• Re-engage Conversations with Notifications: Eliminate the need for customers to stay in-app - alert them when it’s time to jump back in to keep the conversation going. Allow agents to handle more conversations simultaneously, with more time to find the right answer for less transfers and escalations
• Improved Omni-Channel Flow case routing will be used to route chats to the right Support Engineer based on skills and more.
• Enhanced support and messaging experience including read receipts, emojis, along with the power of Einstein features that support agents in generating reply recommendations and summarizing chats. See the comparison sheet.
• Interruptible Capacity will help Agents manage their case and chat workload more efficiently.
• Customer Service AI increases customer satisfaction and boost service team productivity with AI-generated replies, summaries, answers, and knowledge articles powered by your trusted CRM data natively integrated within the Einstein 1 Platform. This includes our latest Agentforce Service Agent.

What Is Agentforce Service Agent?

Agentforce Service Agent is a massive leap forward in customer service automation. Unlike traditional chatbots that rely on rigid, declarative dialogs, these autonomous agents use generative AI to operate 24/7 across self-service portals and messaging channels to handle tasks, make decisions, and provide natural responses aligned with your company’s brand. Because Agentforce Service Agent is grounded in your trusted business data and knowledge base, it delivers the most relevant, context-aware information to meet specific business or customer service goals.

Agentforce Service Agent automates common tasks and frees up your service team to focus on more strategic, high-value work and building customer relationships. Overall, Salesforce Messaging In-App and Web modernizes customer communication with advanced features and greater flexibility compared to traditional live chat systems and LiveAgent.

Why You Have To Move Salesforce Lightning

As you may have seen, we have announced that Legacy Chat (Live Agent) is retiring. The legacy chat product is scheduled for retirement on February 14, 2026, and is in maintenance mode until then. During this phase, you can continue to use chat, but we no longer recommend that you implement new LiveAgent chat channels. To avoid service interruptions to you or your customers, migrate your chat agents to Lightning and to Messaging for In-App and Web before that date.

Don’t worry though! You can still use Classic or switch between Lightning and Classic. Only the agents and supervisors utilizing Messaging In-App and Web will need to stay in Lightning while using the messaging service. The rest of the orgs can start transitioning to Lightning at your own pace.

Key Benefits of Lightning

• Enhanced Functionality: Salesforce Lightning offers a host of advanced features and a modern user interface that improves usability and efficiency. Messaging In-App and Web is designed to integrate seamlessly with Lightning’s robust set of tools, providing a richer and more interactive customer communication experience.
• Improved User Experience: Lightning provides a more intuitive and customizable interface compared to Classic. With Lightning, users benefit from features like the Lightning App Builder, which allows for drag-and-drop customization of pages, and an improved user experience that enhances productivity and satisfaction.
• Future-Proofing: Salesforce is continuously innovating and adding new features to Lightning. Classic, on the other hand, is no longer the focus of Salesforce’s development efforts. By moving to Lightning, you ensure that you’re on the latest platform, receiving ongoing updates, support, and new features that drive your business forward, such as our AI tools.
• Advanced Integration Capabilities: Messaging In-App and Web is built with Lightning’s architecture in mind. To harness its full potential, including real-time messaging capabilities and seamless integration with other Salesforce features, you must operate within the Lightning framework.
• and much more!

How to Transition from Salesforce Classic to Lightning Experience

Transitioning to anything new is always a little scary, but we’ve optimized this transition over the last year. We have a great article that walks you through How to Transition to Lightning Experience and a terrific Trailhead module that covers the Lightning Experience Rollout.

Migrating Live Agent chat agents from Salesforce Classic to the Lightning Experience, and transitioning to the Messaging In-App and Web interface, involves several steps. Here’s a guide on how to approach this migration and best practices for chat agents to get started in Lightning.

Steps to Transition Chat Agents from Classic to Lightning Experience

1. Assess Current Setup:

• Evaluate Existing Customizations: Review current Live Agent configurations, including chat buttons, routing, and user profiles in Classic.
• Identify Key Features: Note any custom features or integrations that need to be replicated in Lightning.
• Readiness Check: Check to see if your Org is ready to transition by using our Lightning Readiness Check tool.

2. Enable Lightning Experience:

• Leverage the Lightning Experience Transition Assistant: Salesforce offers a Transition Assistant in the Lightning Experience Setup menu. This tool provides a step-by-step guide, including checklists and resources, to facilitate the migration process. Best Practice: We always recommend testing the transition, setup, configuration and new Messaging In-App and Web channel in a Full Copy Sandbox. Note: LEX can be turned on at the user level
• Enable Lightning Experience: Navigate to the Setup menu in Salesforce Classic, and enable Lightning Experience. You can do this by searching for "Lightning Experience" in the Setup Quick Find box and following the prompts.
• Assign Lightning Profiles: Update user profiles to include Lightning Experience permissions.

3. Configure Lightning Experience for Messaging:

• Set Up Messaging: Configure Salesforce Messaging In-App and Web by setting up messaging channels, creating messaging components as needed, and integrating with your existing apps and websites.
• Migrate Chat Buttons: Create or adjust chat buttons and components in Lightning Experience. This might involve using Lightning components for notifications or configuring the new chat deployment to embed In-App or Web.

4. Update Agent and User Interfaces:

• Lightning Console: Set up the Service Console in Lightning Experience for chat agents. This will be their primary workspace for handling chat interactions.
• Customize Lightning Pages: Configure Lightning pages to include relevant components and data for chat agents, such as chat history, customer details, and quick actions, AI tools.

5. Test and Validate:

• Before fully transitioning, run a pilot program with a small group of users. Gather feedback, identify any issues, and make necessary adjustments. This approach minimizes disruptions and ensures a successful rollout.

6. Train and Support Agents:

• Provide Training: Training is crucial for a smooth transition. Provide comprehensive training sessions and resources to your agents to help them adapt to the new interface and features. Utilize Salesforce’s training materials and community resources to support your team. Get users used to Lightning by utilizing our resources such as our Trailhead “Lightning Experience for Salesforce Classic Users”. Here is a great Messaging In-App and Web Demo as well.
• Create Documentation: Develop user guides and FAQs to help agents navigate common tasks and troubleshoot issues.

7. Continued Feedback:

• Report Issues: Share any issues or challenges with the new interface to your Salesforce admin or support team to help improve the system.
• Suggest Improvements: Offer feedback on how the Lightning Experience could be enhanced to better meet your needs.

By following these steps and best practices, you can ensure a smooth transition for chat agents from Salesforce Classic to the Lightning Experience and the new Messaging In-App and Web interface.

Conclusion

Transitioning from Salesforce Classic to Lightning is more than just an upgrade—it’s a strategic move that unlocks the full potential of Salesforce’s latest innovations, including the powerful Messaging In-App and Web platform and AI. By understanding the reasons for the move, following a structured migration plan, and adhering to best practices, you can ensure a seamless transition that enhances your customer engagement and drives your business success.

Embrace the future with Salesforce Lightning and take advantage of the latest tools to transform your customer interactions and overall CRM experience.