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            Provide Conversation Support with Messaging in Service Cloud

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            Provide Conversation Support with Messaging in Service Cloud

            Message with customers in real time from the Service Console on mobile or desktop. Messaging supports WhatsApp, Facebook Messenger, Apple Messages for Business, LINE, and SMS, as well as website and mobile app messaging. To help customers on additional channels, connect your preferred messaging service with Bring Your Own Channel for Messaging or Bring Your Own Channel for CCaaS.

            Messaging banner

            Start

            Learn About Messaging

            What’s Messaging?

            Messaging Limits and Considerations

            Compare Messaging Channel Capabilities

            Lifecycle of a Messaging Session

            Trailhead: Salesforce Messaging

            Community: Digital Engagement Trailblazer Community

            Gears

            Get Started with Messaging

            Turn On Messaging

            Give Users Access to Messaging

            Set Up Routing for Messaging Channels

            Wrench

            Add Messaging Channels

            Enhanced Chat

            WhatsApp

            Apple Messages for Business

            LINE

            Facebook Messenger

            SMS

            Connect

            Connect a Messaging Service

            Set Up Bring Your Own Channel for Messaging

            Set Up Bring Your Own Channel for CCaaS

            Considerations and Limitations

            Agent

            Design the Service Rep Experience

            Add Messaging to the Service Console

            Video: Help Customers in Enhanced Messaging Channels

            Standardize Responses with Quick Text

            Show Agents and Supervisors Mid-Conversation Summaries

            Message with Customers in the Service Console

            Message in the Salesforce Mobile App

            Users

            Customize Your Channels

            Update Service Cloud Messaging Channel Settings

            Customize Auto-Responses in Service Cloud Messaging Channels

            Set Up Automated Notifications in Service Cloud Messaging

            Moving Messaging Data Between Sandbox and Production

            Trailhead: Upgrading to Enhanced Messaging

            Gears

            Extend Messaging with Automation

            Interactive Messaging Components

            Connect an Agentforce Service Agent

            Using Enhanced Bots in Messaging Channels

            Create a Flow to Link Individuals to Messaging Sessions

            Connect

            Privacy and Ethics in Messaging

            Protect Customer Data and Privacy in Messaging

            Customize the Messaging Opt-In and Opt-Out Experience

            Block Sensitive Data in Messaging Sessions

            Accessing Messaging and Voice Conversation Data

            Code

            Messaging for Developers

            Messaging Object Model

            Enhanced In-App Chat Developer Guide

            Enhanced Web Chat Developer Guide

            Enhanced Chat API Developer Guide

            Bring Your Own Channel for Messaging Developer Guide

            Bring Your Own Channel for CCaaS Developer Guide

             
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