Offer Native Messaging Support with Agentforce Contact Center

Give customers more ways to get support by connecting with them through messaging channels that they already use. With Agentforce Contact Center, service reps can message customers in real time from the Service Console on desktop or mobile.

Set up messaging for your website or mobile app with Enhanced Chat, or connect channels with native integrations such as WhatsApp, Apple Messages for Business, LINE, Facebook Messenger, and SMS. To support customers through an additional messaging service that’s has a native integration with Salesforce, use Partner Messaging (formerly Bring Your Own Channel for Messaging).

Note Bring Your Own Channel for Messaging is now Partner Messaging. You may see references to Bring Your Own Channel for Messaging in Salesforce applications and documentation.

• Add Flexibility and Power with Enhanced Chat
  Start a conversation with customers on your mobile app or website. Enhanced Chat delivers enhanced pre-chat support to pinpoint customer needs and access records before the service rep connects in the Service Console. Custom branding and mobile push notifications provide a modern experience.
• Set Up WhatsApp Messaging
  Connect your WhatsApp account to Salesforce to equip your support team with the messaging tools needed to resolve customer issues. From the Service Console, service reps can respond to WhatsApp inquiries in formats including text, voice messages, and questions with clickable options.
• Set Up Apple Messages for Business Channels
  To create more ways to connect with your customers, add an Apple Messages for Business channel to Salesforce Messaging. With dynamic message options, multimedia sharing, and Apple Pay, your customers can resolve issues, make purchases, and get personalized help in a familiar, interactive messaging environment. If you’re new to Apple Messages for Business, we walk you through setting up an account.
• Create a LINE Messaging Channel
  Create an enhanced Messaging channel in Salesforce that's connected to the LINE messaging app, widely used in Japan. With a LINE channel, your support team can address inquiries sent over LINE directly from the Service Console.
• Set Up Facebook Messenger Channels
  To let your support team help customers over Facebook Messenger, connect your Facebook page to Salesforce. From the Service Console, service reps can respond to Facebook Messenger inquiries in formats such as text, voice messages, and rich links.
• Set Up SMS Channels
  Support your customers over text and set up automation to send individual and mass text updates. SMS channels in Messaging are available for long codes, toll-free long codes (US and Canada), and short codes (US and Canada). From the Service Console, service reps can respond to SMS inquiries with text and images or start messaging sessions with customers who opt into messaging.
• Partner Messaging
  Use your favorite features from your preferred messaging provider while giving service reps and supervisors a consistent experience within Salesforce. Connect an external messaging provider to Salesforce with Partner Messaging (formerly Bring Your Own Channel for Messaging).