You are here:
Add Conferencing to a Messaging Session
Bring additional expertise into a single conversation by adding other reps directly to an active messaging session. Unlike Transfer, which moves the conversation to another rep or queue, Conferencing enables live collaboration in the same session, making it easier to handle complex customer needs without starting over.
Required Editions
| View supported editions. | |
This article applies to:
|
Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel |
This article doesn’t apply to:
|
Standard Facebook Messenger and Standard SMS channels |
| User Permissions Needed | |
|---|---|
| To transfer enhanced messaging sessions to flows: | Run Flows |
| To receive transferred messaging sessions or end your own messaging sessions in Enhanced Chat: | Enhanced Chat User permission set license AND Enhanced Chat Rep user permission |
| To receive transferred messaging sessions or end your own messaging sessions in enhanced messaging channels: | Messaging User permission set license AND Messaging Agent user permission |
Before a service rep can invite other service reps to join an active messaging session, ensure that your admin has selected Enable Skills-Based and Direct-to-Agent Routing in Omni-Channel Settings in Setup.
Keep these considerations in mind when conferencing:
- Adding Agentforce, other Salesforce AI agents, or external bots to a Messaging conference is not recommended, as these bots—including Agentforce and legacy enhanced bots—cannot differentiate between human participants, which might lead to misrouted responses or confusion.
- You can start a conference with one specific service rep, or notify all reps— whichever rep accepts first joins the conference. You can conference multiple reps into a chat, but you must send each request individually.
- Service reps cannot transfer Conferencing Messaging sessions to users outside their Salesforce org in Bring Your Own Channel as the Others recipient type is not included in the Messaging Session Transfer Destination list.
-
In an active messaging session, click
in the lower-left corner of the Conversation component.
- Select a recipient type: Agent, Queue, or Flow. Only service reps who are online with a Messaging presence status appear in the list.
-
Click Invite.
If a service rep accepts the conference request, you see a notification in the chat log, and that rep can start chatting. If the service rep declines the request, you see a notification above the chat log. The customer receives a notification when a service rep joins or leaves a conference.
-
If you decide to exit the conference, click Leave
Conversation.
When the other service reps leave the conference, reps see a notification in the chat log. The last service rep in the conference must click End Conversation.
When a service rep joins a conference, older chats are loaded. Gray lines appear while they’re loading.
If you use Omni-Channel routing, conferencing is available in Lightning Experience only.
