Set Up SMS Channels in Service Cloud
Communicate with customers over text using a new or existing number and set up automation to send individual and mass updates over text.
Add Flexibility and Power with Chat Messaging for In-App and Web
Start a conversation with customers on your mobile app or website. Messaging for In-App and Web delivers enhanced pre-chat support to pinpoint customer needs and access records before the agent connects in the Service Console. Custom branding and mobile push notifications provide a modern experience.
Messaging for In-App and Web provides your customers with a personalised messaging experience from your mobile app or website to the Service Console.
A customer requests a messaging conversation and provides contact info and other details in a pre-chat form. Their form-field inputs travel in your new Messaging channel and are mapped as parameters. The flow you set helps define where the inputs go, such as an email address or an order number. An agent connects and is ready to help with specific information at their fingertips. Optionally, a new Salesforce record can be created or updated as part of your enhanced flow.
Explore Enhanced WhatsApp Channel Capabilities
In an enhanced WhatsApp channel in Salesforce, your support team has access to a range of messaging tools to efficiently resolve customer issues. Agents and enhanced bots can send messages to customers in multiple formats including voice messages, a variety of file types, and questions with clickable options.
If an agent can’t help a customer, they can transfer the customer to another agent, queue, or Omni-Channel routing flow, or they can mark a session inactive if the customer stops responding. Features such as read and delivery receipts, typing indicators, flag raise, and supervisor whisper help agents manage their workload more nimbly. Agents can also initiate messaging sessions with customers, while admins can use flows to send automated notifications based on approved WhatsApp templates.
Approach
We have been an Agile consultancy since inception. This means we build iteratively and deliver value faster with fewer issues throughout the project. Every 2 weeks we will define the scope of what to build, and then get to work, presenting what we have built to you along the way.
Quick Start Packages
-
Project Kick off and Design Workshops
-
Set up Email To Case Channel
-
Set up Chat for your primary Website
-
Set up Whatsapp for Business (Inbound and Outbound)
-
Set up Omni Channel for Agents and Supervisors
-
Train The Trainer Sessions
-
Build Reports and Dashboards
-
Project Management and Planning
-
Salesforce User licences are purchased directly from Salesforce. (Not Included)
-
WhatsApp Business API requires a Meta Business Account and Digital Engagement Licences
