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Cookbook for Enhanced Chat
Check out our recipes for optimizing Enhanced Chat to see if one fits your use case.
Required Editions
| View supported editions. | |
This article applies to:
|
Enhanced In-App Chat and Enhanced Web Chat channels |
This article doesn’t apply to:
|
Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel |
| Use Case | Recipe |
|---|---|
| Personalize an auto-response template with service rep and customer names. Send it when a service rep accepts the messaging session. | Send a Personalized Customer Greeting with a Formula Template |
| Create a Salesforce Survey and use an Auto-Response component to send it after a messaging session ends. | Set Up Post-Chat Surveys for Enhanced Chat |
| To provide service reps with customer information that helps move an interaction forward, send end-user data to the service console via the pre-chat API. | Use Pre-Chat API to Pass Customer Information to the Service Rep in an External Website |
| To create a case when a customer messages outside of your business hours, don’t associate your business hours record with an Enhanced Chat deployment. Instead, create an Apex class that works with a flow and a bot to check your business hours record and create a case. | Create a Case When a Messaging Session Starts Outside of Your Business Hours |
| Configure your Omni-Channel flow to transfer messages from a bot to a single service rep or a queue. | Set up a Bot-to-Rep Transfer in Enhanced Chat |
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