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SOS chat capabilities

Publish Date: May 21, 2026
Description

Connect with your customers in a whole new way by adding SOS to your native Android or iOS mobile app so that your customers can connect with agents via two-way video or screen sharing. SOS is part of Service Cloud Snap-ins for Mobile Apps.  Technical specifications are listed below.

For more information see the document on Set Up SOS Video Chat and Screen-Sharing - Salesforce.

Resolution


SOS Chat capabilities

 

  • iOS 7+ & Android 4.0.0+ Native Apps
  • Hybrid Apps (apps that are created on both iOS and android)
  • Languages: Obj-C, Java & Swift
  • Armv7, Armv7s and ARM64, Simulator
  • LTE/4G and Wifi
  • Agent Browser (webRTC supported)
- Chrome
- Firefox
 
  • Smartphone and Tablets
  • Portrait and Landscape views
  • Video Chat 
- Agent video streams to customer
- two-way audio
 
  • Screensharing (customer to agent)
  • Agent Annotations
  • Field Masking
  • Session Recording
  • Two-Way Camera
  • Backgrounding
  • Omni Channel Routing
  • Customization
- UI elements
- Alert copy
- Line width and color
 
  •  SOS Dashboard
- Supervisory View
- Metrics/Analytics
 
  • Customer can interact with app
- type, tap and swipe
  • Customer initiated SOS sessions
  • Agent Context
- Send meta data with request
Additional Resources

SOS Retirement

Knowledge Article Number

000386756

 
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Salesforce Help | Article