Explore the latest enhancements that empower reps and supervisors to more efficiently and effectively resolve customer issues over Messaging channels.
- Get Clearer, More Natural WhatsApp Voice Messages from Your AI Agent
Your customers now hear WhatsApp voice messages with a more natural accent and better pronunciation, so your AI agent speaks clearly to them. Your AI agent reads account, contract, and ID numbers digit by digit, which helps customers catch every number the first time. - Interact with Agentforce Using WhatsApp Voice Messages
WhatsApp users can now send voice messages to your Agentforce agent on WhatsApp instead of typing. WhatsApp users can switch between voice and text within the same conversation. Agentforce replies in whichever format the WhatsApp user used, voice for voice, text for text. - Showcase Products and Services with WhatsApp Carousel Templates
Create carousel templates to send interactive, horizontally scrollable cards to customers on WhatsApp. You can use media card carousels with image or video headers and action buttons, linked to your Meta catalog for in-chat browsing and ordering. A carousel contains between two and 10 cards, and agents send them during messaging conversations on both UCP and Enhanced WhatsApp channels. - Create a Messaging Channel with a Headless Claude Skill
Launch a new Facebook, WhatsApp, LINE, or Apple Messages for Business channel in just minutes with a new Claude skill. The service_de_headless_channel_configure skill asks what channel type you need, and proceeds to configure the entire setup across multiple applications, incorporating APIs, and setting up a routing solution. Previously, this level of context-switching in channel setup took over 15 minutes. - Configure SMS Messaging Channels with a Headless Claude Skill
Launch an Enhanced SMS channel in minutes with a Claude skill that configures auto-response messages, consent settings, channel activation, and routing in one guided workflow. The service_de_headless_sms_configure skill asks what you need, then handles the entire setup across APIs and configuration pages. Previously, this level of setup required switching between multiple Setup pages. - Create and Deploy an Enhanced Chat Channel with AI Skills
Use two new AI Skills in Claude to create, update and deploy a headless Enhanced Chat channel from natural-language instructions, without using the UI setup wizard. The service-digital-engagement-channel-configure skill reads your channel details, including routing, verification, and pre-chat fields, from the prompt and deploys the channel to your org. The service-digital-engagement-deployment-configure skill then generates the Embedded Service Deployment and a starting embed code snippet for your website or app. - Give New Orgs the Latest Enhanced Chat Experience by Default
New orgs that turn on chat now start with Enhanced Chat v2 instead of Enhanced Chat v1. Admins get v2's improved capabilities without any extra configuration or opt-in step. Orgs that already have chat enabled on v1 or v2 keep their current setup; this change affects only net-new chat deployments. Starting new orgs on Enhanced Chat v2 means admins configure chat once and get the actively developed client from day one, instead of setting up on Enhanced Chat v1 and having to migrate to v2 later. - Initiate Customer Outreach with Apple Messages for Business
Send an invitation to customers who haven't yet engaged with your brand on your Apple Messages for Business channel. The pre-written invitation says "Connect using messages," and invites the customer to chat with your business by clicking Yes. This is a mandatory feature from Apple, which we now support. - Escalate WhatsApp Conversations to Voice on Unified Messaging Channels
Route inbound WhatsApp conversations to voice calls on Conversational Messaging WhatsApp channels. If you're already using Unified Messaging or if you're migrating from Agentforce Contact Center Digital, you won't lose your escalation path. Activate a voice channel directly from your WhatsApp channel settings, and calls can be routed to Agentforce agents or land in Omni-Channel like any other work item. - Gain a Clearer Understanding of Unified WhatsApp Capabilities and Default Routing
After receiving clarifying questions about setting up Unified WhatsApp Capabilities and Default Channel, we re-wrote the page. Now, Capabilities directly state what you activate and configure. We also clarified how your default routing selection fits in with the back-end order of events when a messaging session begins. - Initiate Your Own WhatsApp Template Migrations
Gain oversight and control over WhatsApp template migration. Select your own source and target WhatsApp Business Accounts, and monitor the status once the migration job is underway. Previously, you reached out to Salesforce Customer Support to kickstart a template migration. - Present Customers with Data from External Sources in Dynamic WhatsApp Flows
Increase the accuracy of appointment booking, product browsing, feedback giving, and many more use cases by pulling in data from external sources. WhatsApp Dynamic Flows now supports endpoints in single-select, multi-select, dropdown, and date picker fields, and a footer. For example, a doctor’s office could ask a customer which body part is hurting, and then send the customer’s selection to the endpoint to return a list of doctors who specialize in that area. Previously, all possible selections in a dynamic flow form presented data that already existed within Salesforce, limiting the scope of what forms could collect. - Easily Access and Review Service WhatsApp Health Status in Salesforce
Confirm the availability of your Service WhatsApp phone number, WhatsApp Business Account (WABA), Business and Salesforce App at the new WhatsApp Business Profile page in Salesforce. Additionally, review details about the phone number and business profile associated with your Service WhatsApp channel. Previously, you had to check your Meta account or query via an API to find these details. - Seamlessly Create and Troubleshoot WhatsApp Account Setup in Salesforce and Meta
On October 1, 2026, Meta’s Embedded Signup Flow v2 and v3 are deprecating. Salesforce will support Embedded Signup v4 at the time of this change. The Meta screens in our Unified WhatsApp or Service WhatsApp sign-up flows will have a different look and feel, allowing customers to create a WhatsApp Business Account or troubleshoot issues directly with Meta while staying in the Salesforce flow. - Share a WhatsApp Number Across Providers with Meta's Account Model Evolution
Meta's WhatsApp Account Model Evolution (WAME) separates business phone numbers from partner-specific templates and billing. One WhatsApp number can serve multiple business solution providers (BSPs), each with its own template library and billing. Meta migrates existing accounts automatically, so your WhatsApp messaging keeps working with no reconfiguration or additional license. - Capture WhatsApp Flow Responses Submitted After a Messaging Session Ends
When a customer submits a WhatsApp Flow form after their messaging session ends, Salesforce now captures the response instead of discarding it. The response saves to the designated record and appears in the Service Console as a reply to the original form request. Previously, a form response submitted after the session ended wasn’t captured, so the customer’s input didn’t reach your team. - Prepare for WhatsApp Service and Utility Message Pricing Changes
Meta is charging on a per-message basis for two WhatsApp message types that were previously free: Service messages and utility messages sent within the Customer Service Window. Salesforce will update its pricing to reflect Meta’s new charges, effective November 1, 2026. - Inform Customers When Their Chat Is Rerouted to Another Service Rep
If a Service rep loses connectivity and an end-user’s messaging conversation is rerouted to a different rep or queue, send the end-user a customized auto-response explaining why. Previously, when a conversation was rerouted, customers saw no notification during the gap between Service reps, leaving them to wonder if their chat had been disconnected or ignored. - Report on Service Reps’ Time Between Session Acceptance and First Response
You asked, we listened. It’s now possible to report on the time it takes for a Service rep to respond to a messaging session after first accepting it. Service Rep Accept to First Response Time is a new value on the MessagingSessionMetricType field of the MessagingSessionMetrics object. Previously, it was just possible to report on the time it took for a Service rep to initially respond after a session transfer (either to them or to a queue that they’re in) was initiated. - Update Conversation Entries After They're Created with the Conversation Data API
Use the Conversation Data API to update the content of existing conversation entries instead of deleting and recreating them. With this endpoint, you can correct a message's text without deleting and recreating the entry, update the payload for non-text entries, such as attachments, and associate or update related records on an entry after it's created. - Delete Conversation Data Directly from Flow or Apex
Previously, deleting conversation data required a custom REST API integration with External Client App authentication. Call the Conversation Data API delete operations from Flow or Apex instead, and Salesforce handles authentication for you. You can now remove messaging end users and their data, or delete specific conversations, processing up to 50 records per call. - Make Smarter Transfer and Conference Decisions with Queue and Agent Details
Make more informed transfer and conference decisions with queue and agent details screens. Before completing a transfer or starting a conference, customer service reps can now review the selected queue's average wait time, current queue position, and number of available reps. They can also check an agent's current workload and presence status. - Bring Your Own Channel
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). - Reach Customers on RCS as a Service Messaging Channel
Give your service teams a native RCS (Rich Communication Services) channel for customer conversations. Customers can start an RCS conversation and be routed to a human agent in the Service Console or to an Agentforce agent for automated support. Previously, RCS was available only for outbound and marketing use cases that required Marketing Cloud.