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Message with Customers in the Service Console
Learn how to interact with customers in standard and enhanced Messaging channels.
Required Editions
| View supported editions. | |
This article applies to:
|
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 |
- Open Messaging
Access Messaging through the Service Console app that your admin set up. Log into Omni-Channel to start chatting with customers. - Accept a Message and Chat with a Customer
When a new message arrives in Messaging, it appears in the Omni-Channel utility or sidebar. - Send a Message to a Customer
Proactively reach out to a customer by sending them a message in the channel of your choice. Business-initiated messaging is available in all messaging channels except Messaging for Web. - Send Images and Files in Messaging Sessions
Sometimes, only a picture will do. Resolve customer inquiries faster by sending images and files during Service Cloud messaging sessions. - Send Links in Messaging Sessions
To share a link with a customer in a messaging session, send an enhanced link messaging component, which includes a link title, URL, and image. Or, copy and paste the URL into the messaging field and send it. - Translate a Messaging Conversation
Real-Time Translations lets service reps and customers communicate in their preferred language. - Send Audio Messages in Messaging Sessions
If a customer is more comfortable with spoken instruction, honor their preference. Record and send audio messages, also called voice messages or voice notes, up to 1 minute long in supported Enhanced Messaging channels. - Send Messaging Components in Messaging Sessions
Messaging components let you send structured content, such as a question with clickable options, to customers in enhanced Messaging channels and Enhanced Chat. Admins create messaging components ahead of time so that service reps can quickly select and send them during messaging sessions. - Transfer a Messaging Session
Increase your capacity to accept incoming messaging sessions by transferring an existing messaging session. Service reps can transfer a messaging session to another qualified service rep, queue, or routing flow. Service reps in a partner contact center can also transfer to contacts external to your Salesforce organization if routing is controlled by a partner vendor. - 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. - Inactivate a Messaging Session
When an unresolved conversation has gone idle for a certain period of time, mark it Inactive so that you can accept an incoming messaging session. - End a Messaging Session
When you’re done helping a customer, end the messaging session from the conversation window or from the Messaging Sessions list view. - Messaging Error Codes in Service Cloud
Identify errors that service reps may encounter during standard and enhanced messaging sessions.
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