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            Digital Engagement for Sales

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            Digital Engagement for Sales

            Sales reps who use the Lightning Sales Console can use digital channels to stay in touch with prospects. Digital channels include multiple types of messaging apps and chat. Plus, Omni-Channel lets sales managers route communications to the right sales team. Sales Engagement users can use digital channels from the workflow queue. Learn about the digital channels that are available for the Sales Console.

            Required Editions

            Available in: Lightning Experience
            Available for an extra cost in: Enterprise and Unlimited Editions
            Chat or Messaging licenses are required.
            Note
            Note
            • The guided setup flows that are part of Agenstforce Service aren’t available with Sales. Instead, manually set up your Digital Engagement implementation.
            • The documentation for Digital Engagement features applies to Service and Sales, except where noted. Sometimes, the term agents is used instead of sales reps.
            • For information about the features included in the Digital Engagement subscription, see our pricing docs.
            Digital Engagement Feature Sales Benefits Setup Information
            Omni-Channel
            • Unify your channels and manage your sales reps’ workload.
            • Route work requests to the most available and qualified sales rep.

            Customize Omni-Channel

            • Messaging must be enabled.
            • Make sure that users have visibility to all required fields.
            Channel-Object Linking
            • Create rules to quickly link channel interactions to objects such as Contacts.
            • Fine-tune rules so that linking happens automatically or so that sales reps are prompted with suggested records to link.
            		 Channel-Object Linking
            Web chat
            • When prospects visit your website, reach out to them with timely information and keep them on your site.
            • Increase sales rep productivity by allowing them to engage with multiple prospects at the same time.
            Note
            Note Make sure that users have visibility to all required fields.
            Einstein Bots
            • Free up your sales reps’ time by handling routine requests and gathering information to help with the upcoming chat. For example, collect lead information through a bot conversation instead of a web form.
            • Qualify and route leads to the right team.
            • If you use Sales Engagement, route leads to cadences.
            		 Einstein Bots
            Messaging
            • Automatically follow up on leads by sending SMS text messages after the web form is filled out.
            • Sales Engagement users can complete tasks and follow up on leads via SMS right from their Work Queue.
            • Build one-on-one relationships and engage with key customers.
            Note
            Note Make sure that users have visibility to all required fields.
            Note
            Note Unused conversations and triggered and bulk messages are forfeited at the subscription’s end date. To purchase additional conversations or triggered and bulk messages, contact your Salesforce representative.

            See Also

             
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