Legacy Chat Is Retiring: 10 Must-Know Tips Before You Migrate to Salesforce Enhanced Chat (MIAW)

Legacy Chat is retiring. The clock’s ticking.

On February 14, 2026, Salesforce pulls the plug on Legacy Chat. If you haven’t started planning the shift to Enhanced Chat, you’re already behind.

This isn’t a lift-and-shift. It’s a re-architecture.

From licenses and routing logic to analytics and agent workflows, nearly every layer of your CX stack needs rethinking.

This guide breaks it down for busy execs: what carries over, what doesn’t, and how to turn this forced migration into a strategic upgrade.

Bonus: We’re offering a free 30-min readiness call to de-risk your transition and tighten your timeline.

Table of Contents

1. Know the Deadline & New Naming

2. Verify Editions, Licenses & Limits

3. What Migrates Automatically

4. What You’ll Need to Re-Build

5. Redesign Omni-Channel Routing

6. Roll Out the New Snippet & Endpoint

7. Tidy Up Your Knowledge Base

8. Refresh Analytics & Dashboards

9. Track Post-Migration KPIs

10. Plan Cut-Over & Communications

    
    

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1. Know the Deadline & New Naming

   Retirement date: 14 Feb 2026
   

   Re-brand: In June 2025, “Messaging for In-App & Web (MIAW)” becomes Enhanced Chat.

   
   

   Pro tip → Rename internal projects and update slide decks now so execs aren’t confused mid-flight.

   
   

2. Verify Editions, Licenses & Limits

   Enhanced Chat requires Messaging for In-App & Web licenses.

   
   

   Check:

   1. Org edition (Enterprise+)

   2. Messaging MAUs & API limits

   3. Digital Engagement add-ons (for WhatsApp, SMS, LINE, etc.)

   
   

   Lock this down before the sandbox refreshes to avoid surprise PO amendments.

   
   

3. What Migrates Automatically

Asset	What Happens
Branding	Logos, colors, header text migrate
Some Custom Labels	One language per tool run
Idle Timeout Setting	5-30 min value ported
Queues	Gains Messaging User & Messaging Session objects
Download Transcript Setting	Toggle preserved
T&C Acceptance	Label moved to the Custom Labels page

4. What You’ll Need to Re-Build

   1. Pre-chat & post-chat forms

   2. Offline support flow (create a Case after-hours)

   3. Custom Lightning Web Components

   4. Idle-timeout warning message

   5. All reports, dashboards, & Omni Flows

   6. Legacy site endpoint & snippet → new embedded-service bundle

   7. Agent aliases(custom agent names aren’t migrated)

5. Redesign Omni-Channel Routing

   Legacy Chat flows can’t be recycled. Build a fresh Omni Flow that routes the new Messaging Session object. While you’re there:- Implement priority-plus-capacity rules- Pass context (SKU, customer tier) to bots via Flow hooks- QA with at least two concurrency scenarios per skill

6. Roll Out the New Snippet & Endpoint

   The migration tool generates a brand-new endpoint.

   
   

   Checklist:

   1. Update CSP Trusted Sites

   2. Replace code snippet on every web property

   3. Coordinate DNS/CDN cache purges

   4. Add monitoring (Pingdom/Lighthouse) for 200-OK & JS errors

7. Tidy Up Your Knowledge Base

   AI deflection only works with quality content. Run a knowledge audit: consolidate, dedupe, tag, and consider loading external wikis into Data Cloud for a single searchable corpus.

   
   

8. Refresh Analytics & Dashboards

   Use AgentWork for productivity metrics and UserServicePresence for utilisation, then join them to Case, MessagingSession, VoiceCall via Custom Report Types.

   
   

   Quick-start dashboard tiles

KPI	Source	Why It Matters
Avg. Handle Time by Channel	AgentWork	Spot training gaps
Wait vs. Idle Time Trend	UserServicePresence	Right-size staffing
Deflection Rate	MessagingSession	Direct ROI on migration
Skill Drop Heatmap	AgentWorkSkill	Fine-tune routing rules

9. Track Post-Migration KPIs

   Focus on the three C’s:

   1. Capacity – agent occupancy ≤ 85%

   2. Customer Effort – CES scores trend upward

   3. Cost-deflection saves ≥ X agent hours / month

      
      

      Align these with exec OKRs for faster budget approvals.

      
      

10. Plan Cut-Over & Communications

Phase	Action Items	Owner
Sandbox Pilot	Run migration tool, smoke-test flows, QA snippets	Admin
Soft Launch	Deploy to test sub-domain, monitor for 7 days	CX Ops
Hard Cut-Over	Flip endpoints, kill legacy snippet	DevOps
Comms	Agent one-pager + customer banner	Change Mgr
Rollback Plan	Keep legacy snippet staged & togglable	Tech Lead

Ready to De-Risk Your Migration?

Book a free 30-minute readiness call with Truffle Consulting and get:

• Personalised migration timeline

• Knowledge-base health check

Connect with us:

Fill out reachout form: https://www.trufflecorp.com/contact-us

E-mail us: hello@trufflecorp.com

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