---
schema_version: "1"
id: ce061fe656173315531c65d742f3fd632af494aa1ddbd2d5a436df0d466538c7
title: Digital Engagement for Sales
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/sales/264-0-0/sales_core_digital_engagment.md
canonical_url: https://help.salesforce.com/s/articleView?id=sales.sales_core_digital_engagment.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 8d9ea7241385c50a3177ff6e1887d067036eae359acbdfba4ddd7e515fb53f94
description: Sales reps who use the Lightning Sales Console can use digital channels to stay in touch with prospects. Digital channels include multiple types of messaging apps and chat. Plus, Omni-Channel lets sales managers route communications to the right sales team. Sales Engagement users can use digital channels from the workflow queue. Learn about the digital channels that are available for the Sales Console.
products:
  - Sales Cloud
release: "264"
---
# Digital Engagement for Sales

Sales reps who use the Lightning Sales Console can use digital channels to stay in touch with prospects. Digital channels include multiple types of messaging apps and chat. Plus, Omni-Channel lets sales managers route communications to the right sales team. Sales Engagement users can use digital channels from the workflow queue. Learn about the digital channels that are available for the Sales Console.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available for an extra cost in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Chat or Messaging licenses are required.</td></tr></tbody></table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-sales_core-264-0-0-production-enus/3c339c40-ca6c-49ba-9c6e-684be7a55f80/images/icon_note.png)

Note

- The guided setup flows that are part of Agenstforce Service aren’t available with Sales. Instead, manually set up your Digital Engagement implementation.
- The documentation for Digital Engagement features applies to Service and Sales, except where noted. Sometimes, the term _agents_ is used instead of _sales reps_.
- For information about the features included in the Digital Engagement subscription, see our [pricing docs](https://www.salesforce.com/editions-pricing/service-cloud/digital-engagement/).

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d59932e97">Digital Engagement Feature</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d59932e100">Sales Benefits</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d59932e103">Setup Information</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Digital Engagement Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d59932e97 ">Omni-Channel</td>

          <td data-label="Sales Benefits" class="slds-cell-wrap" style="vertical-align:top;" headers="d59932e100 ">
            <ul>
              <li>Unify your channels and manage your sales reps’ workload.</li>

              <li>Route work requests to the most available and qualified sales rep.</li>

            </ul>
          </td>

          <td data-label="Setup Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d59932e103 ">
            <p>
              <a href="https://help.salesforce.com/articleView?id=service_presence_intro.htm&amp;language=en_US" target="_blank">Customize Omni-Channel</a>
            </p>
            <ul>
              <li>Messaging must be enabled.</li>

              <li>Make sure that users have visibility to all required fields.</li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="Digital Engagement Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d59932e97 ">Channel-Object Linking</td>

          <td data-label="Sales Benefits" class="slds-cell-wrap" style="vertical-align:top;" headers="d59932e100 ">
            <ul>
              <li>Create rules to quickly link channel interactions to objects such as Contacts.</li>

              <li>Fine-tune rules so that linking happens automatically or so that sales reps are prompted
                with suggested records to link.</li>

            </ul>
          </td>

          <td data-label="Setup Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d59932e103 ">
            <a href="https://help.salesforce.com/articleView?id=channel_object_linking_parent.htm&amp;language=en_US" target="_blank">Channel-Object Linking</a>
          </td>

        </tr>
        <tr class="">
          <td data-label="Digital Engagement Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d59932e97 ">Web chat</td>

          <td data-label="Sales Benefits" class="slds-cell-wrap" style="vertical-align:top;" headers="d59932e100 ">
            <ul>
              <li>When prospects visit your website, reach out to them with timely information and keep
                them on your site.</li>

              <li>Increase sales rep productivity by allowing them to engage with multiple prospects at
                the same time.</li>

            </ul>
          </td>

          <td data-label="Setup Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d59932e103 ">
            <ul>
              <li>
                <a href="https://help.salesforce.com/articleView?id=live_agent_set_up_basic_implementation.htm&amp;language=en_US" target="_blank">Create a Basic Chat Implementation</a>
              </li>

              <li>
                <a href="https://help.salesforce.com/articleView?id=snapins_chat_setup.htm&amp;language=en_US" target="_blank">Set Up Your Embedded Chat Window</a>
              </li>

            </ul>
            <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium">
              <div class="slds-media slds-media_responsive">
                <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-sales_core-264-0-0-production-enus/3c339c40-ca6c-49ba-9c6e-684be7a55f80/images/icon_note.png" alt="Note"></span></div>
                <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> Make sure that users have visibility to all required fields.</div>
              </div>
            </div>
          </td>

        </tr>
        <tr class="">
          <td data-label="Digital Engagement Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d59932e97 ">Einstein Bots</td>

          <td data-label="Sales Benefits" class="slds-cell-wrap" style="vertical-align:top;" headers="d59932e100 ">
            <ul>
              <li>Free up your sales reps’ time by handling routine requests and gathering information to
                help with the upcoming chat. For example, collect lead information through a bot
                conversation instead of a web form.</li>

              <li>Qualify and route leads to the right team.</li>

              <li>If you use Sales Engagement, route leads to cadences.</li>

            </ul>
          </td>

          <td data-label="Setup Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d59932e103 ">
            <a href="https://help.salesforce.com/articleView?id=bots_service_intro.htm&amp;language=en_US" target="_blank">Einstein Bots</a>
          </td>

        </tr>
        <tr class="">
          <td data-label="Digital Engagement Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d59932e97 ">Messaging</td>

          <td data-label="Sales Benefits" class="slds-cell-wrap" style="vertical-align:top;" headers="d59932e100 ">
            <ul>
              <li>Automatically follow up on leads by sending SMS text messages after
                the
                web form is filled out.</li>

              <li>Sales Engagement users can complete tasks and follow up on leads via SMS right from
                their Work Queue.</li>

              <li>Build one-on-one relationships and engage with key customers.</li>

            </ul>
          </td>

          <td data-label="Setup Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d59932e103 ">
            <ul>
              <li>
                <a href="https://help.salesforce.com/articleView?id=livemessage_setup.htm&amp;language=en_US" target="_blank">Set Up Messaging Channels</a>
              </li>

              <li>
                <a href="https://help.salesforce.com/articleView?id=livemessage_privacy.htm&amp;language=en_US" target="_blank">Messaging Data Protection and Customer Privacy</a>
              </li>

              <li>
                <a href="https://help.salesforce.com/articleView?id=livemessage_automatic_message_notifications.htm&amp;language=en_US" target="_blank">Set Up Automatic Message Notifications</a>
              </li>

              <li>
                <a href="https://help.salesforce.com/articleView?id=livemessage_agent.htm&amp;language=en_US" target="_blank">Message with Customers</a>
              </li>

            </ul>
            <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium">
              <div class="slds-media slds-media_responsive">
                <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-sales_core-264-0-0-production-enus/3c339c40-ca6c-49ba-9c6e-684be7a55f80/images/icon_note.png" alt="Note"></span></div>
                <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> Make sure that users have visibility to all required fields.</div>
              </div>
            </div>
          </td>

        </tr>
      </tbody>
    </table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-sales_core-264-0-0-production-enus/3c339c40-ca6c-49ba-9c6e-684be7a55f80/images/icon_note.png)

Note Unused conversations and triggered and bulk messages are forfeited at the subscription’s end date. To purchase additional conversations or triggered and bulk messages, contact your Salesforce representative.

#### See Also

- [Lightning Sales Console](https://help.salesforce.com/s/articleView?id=service.console_lex_sales_intro.htm&type=5&language=en_US)
- [Sales Engagement](https://help.salesforce.com/s/articleView?id=sales.high_velocity_sales.htm&type=5&language=en_US)