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.
Where: This change applies to Lightning Experience in Salesforce Enterprise and Unlimited Editions for Service Cloud editions with the Agentforce Contact Center Digital and RCS add-ons.
Why: With RCS as a service channel, you can:
- Handle inbound RCS conversations in the Service Console alongside your other messaging channels, with the customer's contact and case context in one place.
- Route conversations to the right destination based on your Omni-Channel routing logic. A human agent queue or an Agentforce agent.
- Deflect common queries and offer support outside business hours by connecting an Agentforce agent to the RCS channel.
How: From Unified Messaging in Setup, add RCS as a channel and complete the setup flow to procure a verified, RCS-enabled code. On the RCS code details page, activate Agent and Bot Conversational Support, and map your Messaging Components to the RCS messaging format so agents can use them in conversations. To automate responses, configure Omni-Channel Routing in the RCS channel settings to target an Agentforce agent.