Channels: Einstein Bots for SMS, Skills-Based Routing, and Contact Requests for Communities

We've enhanced your customers' favorite channels so that they can get the support they need, when they need it. Deploy Einstein Bots on your SMS text messaging channel to deflect cases and lower your customers’ wait times. Direct cases to the most skilled agent for the job using Omni-Channel Skills-Based Routing. Let your customers say goodbye to long waits on hold with Contact Requests for Communities.

Messaging: Transcript Access, Einstein Bots for SMS, and Skills-Based Routing
Every support agent can view LiveMessage transcripts. Deploy Einstein Bots on your text messaging channel to save your agents time. Omni-Channel Skills-Based Routing directs text messages to the most qualified agent for the job.
Communities: Let Your Customers Request a Call from Support
Your customers can say goodbye to smooth jazz and long waits on 1-800 numbers for help. With the click of a button, community users can request that customer support call them back. A popup form lets users detail the problem. Then the right agent can call them back. Show your customers that you value their time as much as their continued business. Contact Request lets customers get back to the things they were doing—no smooth jazz required.
Chat: Expanded Transcript Access and Skills-Based Routing
Every support agent can now view Live Agent transcripts. Let multiple support agents resolve a customer’s issue together with Snap-ins chat conferences. Use Omni-Channel Skills-Based Routing to route cases to the most skilled agent for the job.
Phone: Softphone Pop-Out and a Guided Setup Flow for Open CTI
Agents can pop-out the softphone utility in a new window. And a guided setup flow in Lightning Experience walks you through configuring your phone channel and CTI partner—using clicks not code.
Social Customer Service: Duplicate Facebook Message Prevention and Merged Records with Social Personas and Social Posts
Avoid getting duplicate Facebook messages, and maintain social personas and social posts when you merge records.
Snap-Ins for Mobile Apps: Give Customers a Richer Chat Experience
The iOS and Android SDKs have several enhancements to chat, including hyperlink previews and a low-level core API for customers who want to build their own user interface. We also made some general enhancements to the SDK so that your mobile app can give customers the best experience.
Snap-Ins for Web: Queue Positions for Transfers, Chat Conferences, and Updated Post-Chat
Display a customer’s queue position during transfers. Let multiple support agents resolve a customer’s issue together with chat conferences in Salesforce Classic. Get more responses by sending customers directly to the post-chat form when their chat ends.

No matches found