Everything You Need to Know Before Moving from Live Agent to Enhanced Chat
Published on: 07 November 2025
Author: Annapurna
Everything You Need to Know Before Moving from Live Agent to Enhanced Chat
In the fast-changing world of customer support, real-time chat is no longer enough. Businesses using Salesforce Live Agent are now moving to Enhanced Chat, built for the Lightning Experience. It’s faster, smarter, and deeply integrated with the Service Console, helping support teams deliver seamless, AI-driven conversations across every channel. Here’s everything you need to know before you make the switch.
The Evolution of Salesforce Chat: From Live Agent to Enhanced Chat
For years, Salesforce Live Agent has powered real-time customer conversations within Service Cloud. It offered a reliable chat experience, but as digital engagement evolved, service teams needed more than just real-time messaging. They needed AI-powered, omni-channel, and workflow-integrated experiences that could scale with customer expectations.
That’s where Salesforce Enhanced Chat comes in, a modern, Lightning-native chat solution that redefines how service teams connect, collaborate, and close cases.
Why Move from Live Agent to Enhanced Chat?
If your organization still uses Live Agent, you’re likely facing common challenges:
- Agents switching between multiple tabs and tools
- Manual queue assignments and delayed response times
- Limited reporting and real-time insights
- Minimal automation and AI integration
Enhanced Chat solves these by combining speed, scalability, and intelligence within the Salesforce Service Console.
Enhanced Chat vs Live Agent: 2025 Comparison
| Feature | Live Agent | Enhanced Chat |
|---|---|---|
| Platform | Classic Console | Lightning-native, Omni-Channel integrated |
| Agent Workspace | Separate tabs, manual updates | Unified Salesforce agent workspace with contextual data |
| Routing | Manual or queue-based | Skill-based and AI-powered omni-channel routing |
| Automation | Limited macros | Deep Salesforce workflow automation chat via Flows |
| Performance | Slower, session-based | Optimized Salesforce chat performance upgrade |
| AI Integration | Minimal | Einstein Bots, predictive routing, and automation |
| Analytics | Manual reports | Real-time dashboards and agent productivity tracking |
| Scalability | Limited | Cloud-optimized for enterprise workloads |
| Support Lifecycle | Near end of life | Ongoing innovation roadmap by Salesforce |
Enhanced Chat isn’t just a replacement for Live Agent - it’s a complete upgrade for Salesforce Service Cloud chat experiences.
Key Advantages of Salesforce Enhanced Chat
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Lightning Console Integration
Enhanced Chat lives natively inside the Salesforce agent workspace, giving reps full visibility into cases, contacts, and customer history, all in one view.
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AI-Powered Conversations
Combine Einstein Bots and AI-powered Salesforce chat to automate initial responses, qualify requests, and route cases intelligently.
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Seamless Omni-Channel Experience
Enhanced Chat works seamlessly with Salesforce omni-channel chat, ensuring that customers receive consistent service across chat, email, voice, or messaging apps.
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Better Team Efficiency
Agents no longer waste time switching tabs. With real-time notifications and workflow automation, your support team can focus on solving customer issues faster.
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Customizable and Scalable Setup
From Enhanced Chat setup to Salesforce Enhanced Chat integration, everything is customizable for your workflows, security policies, and enterprise needs.
Migration Made Easy: Live Agent to Enhanced Chat
Migrating from Live Agent doesn’t have to be complicated. As an Enhanced Chat implementation partner, BugendaiTech helps you plan, configure, and deploy the new chat system seamlessly.
Our migration roadmap includes:
- Assessment of current Live Agent configurations
- Enhanced Chat migration strategy aligned with your Service Cloud environment
- Workflow automation upgrades to Flows and Omni-Channel
- Agent training on the new Lightning Console
- Performance monitoring post-migration
By upgrading now, you future-proof your customer support ecosystem with Salesforce’s next-generation chat experience.
The Future of Salesforce Chat for Service Teams
As Live Agent nears the end of its lifecycle, Enhanced Chat becomes the standard for all Salesforce Service Cloud customers. It brings together automation, intelligence, and omni-channel capabilities that redefine how support teams deliver value.
If your goal is to boost agent productivity, reduce response times, and elevate customer satisfaction, the move to Salesforce Enhanced Chat is not just recommended, but it’s essenti
Ready to Make the Move?
Upgrade to a chat solution built for 2025 and beyond. Partner with BugendaiTech, your trusted Salesforce Enhanced Chat implementation and migration partner, to make the transition effortless.
Enhanced Chat isn’t just the future; it’s your next competitive advantage. Contact with us to get a custom solution for your business.
