Improve the experience for reps and messaging end users by exploring the latest enhancements and updates for Bring Your Own Channel for Messaging and Bring Your Own Channel for Contact Center as a Service (CCaaS).
- Free Rep Capacity by Closing Agent Work Programmatically
Prevent work items from being stranded and ensure customer conversations are handled promptly by using a server-side API to close agent work items in Bring Your Own Channel. Previously closing agent work was possible with client-side mechanisms only. This new API frees up rep capacity by inactivating Messaging sessions or skipping After Conversation Work (ACW) if a rep loses connection or closes their browser during a conversation. - Increase Transparency with AI Response Citations
Build trust in AI-generated responses by providing source references in your Bring Your Own Channel outbound messages. Messaging end users can now verify Agentforce Service Agent's answers against knowledge articles or other sources directly within your custom UI. With source links and character offsets in the outbound message payload, partners can render inline markers or a dedicated sources section. - Give Reps After Conversation Work Time Following a Transfer
Give your service reps the time they need to log notes or update records after transferring a conversation. To permit After Conversation Work (ACW) for transfers, configure the Enhanced Conversation component to keep messaging tabs active after a handoff instead of closing automatically.