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Increase Messaging Productivity
Congratulations, you created a Messaging channel... now what? After creating a channel, take it to the next level with productivity-boosting features such as messaging components, automated messaging, sensitive data rules, and Einstein Bots.
Required Editions
| View supported editions. | |
This article applies to:
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Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel |
Here are steps you can take to add valuable functionality to your Messaging channels.
| Goal | Setup Help | Available In |
|---|---|---|
| Give service reps a library of links, questions with options, and other structured content to send during messaging sessions. | Interactive Messaging Components | Enhanced Messaging channels and Enhanced Chat |
| Customize the messaging consent requirements, keywords, and auto-responses for a channel. | Customize the Messaging Opt-In and Opt-Out Experience Customize Auto-Responses in Service Cloud Messaging Channels |
Enhanced Messaging channels and Enhanced Chat |
| Automatically block sensitive data in customer and service rep messages. | Block Sensitive Data in Messaging Sessions and Voice Call Transcripts | Standard and enhanced Messaging channels and Enhanced Chat |
| Send template-based notifications about case updates or other changes. | Send Automated Messages in Standard Messaging Channels | Standard Messaging channels |
| Send Automated Messages in Enhanced Messaging Channels | Enhanced Messaging channels and Enhanced Chat | |
| Set Push Notifications for Enhanced In-App Chat | Enhanced In-App Chat | |
| Add an Einstein bot to a channel. | Using Enhanced Bots in Messaging Channels | Enhanced Messaging channels and Enhanced Chat |
| Get Started with Einstein Bots | Standard Messaging channels | |
| Import messaging user data into Salesforce. | Create Messaging Users | Standard and enhanced Messaging channels |
| Track your service team’s messaging activity. | Report on Messaging Activity in Service Cloud Manage Service Reps, Queues, and Skills with Omni Supervisor |
Standard and enhanced Messaging channels and Enhanced Chat |
| Customize service rep keyboard actions. | Enhanced Web Chat | |
| Show customers their estimated wait time to be connected to a service rep. | Show Customers an Estimated Wait Time in the Chat Conversation Window | Enhanced Chat |
| Hide the messaging window outside of your business hours. | Set Business Hours in Enhanced Chat | Enhanced Chat |
| View or update a channel’s basic settings, such as its name and routing preferences. | Update Service Cloud Messaging Channel Settings | Standard and enhanced Messaging channels |
| Create a library of standard text snippets that service reps can insert into messaging sessions. | Standard and enhanced Messaging channels and Enhanced Chat | |
| Give service reps a set amount of time after a messaging session to wrap up their work before the next session. | Configure After Conversation Work Time | Standard and enhanced Messaging channels and Enhanced Chat |
| Automatically send the customer a survey when a messaging session ends. | Gather Feedback at the End of a Messaging Session | Standard Messaging channels |
| Set Up Post-Conversation Surveys for Enhanced Chat | Enhanced Chat | |
| Trigger an action, such as a flag raise, when a service rep or customer enters a keyword in a messaging session. | Automatically Trigger an Action Based on Detected Keywords | Enhanced Messaging channels and Enhanced Chat |
| Show service reps and supervisors an AI-generated summary of an ongoing messaging session when they accept or monitor a session. | Show Service Reps and Supervisors Mid-Conversation Summaries | Enhanced Messaging channels and Enhanced Chat |
| Extract contact reasons from Messaging sessions and build a report to identify top case drivers. | Build an Einstein Conversation Mining Report | Enhanced Messaging channels and Enhanced Chat |
| To give service reps more information about the person they’re messaging with, automatically search, link, or screen-pop records during messaging sessions. | Individual-Object Linking | Enhanced Messaging channels and Enhanced Chat |
| Direct customers to your Messaging channels by adding a channel menu on your website. | Channel Menu | Standard and enhanced Messaging channels and Enhanced Chat |
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