Keep customers and internal teams informed during major incidents and planned changes. From an
incident or change request, send one broadcast across email, in-app, Slack, and Microsoft Teams, draft it
with AI, and track updates on the Communications tab.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service. |
Coordinate your incident and change communications with these key capabilities.
- Omnichannel delivery: Reach everyone in one action through email, in-app, Slack, and Microsoft
Teams, instead of posting the same update to each channel separately.
- AI-drafted messages: Draft a clear, user-friendly update with AI, and review it before you
send.
- Targeted recipients: Notify the accounts and contacts that an incident or change request affects,
and add specific users, groups, or queues when you need to.
- Message history: Review every broadcast sent for a record—with its channel, recipients, subject, and
message—on the Communications tab, and filter the history by channel.
- Prerequisites for Broadcast Communications
Before you set up Broadcast Communications, make sure your org has the required add-ons, permission set license, and platform features. Notifications delivers every broadcast; Slack, Microsoft Teams, and Agentforce are needed only for the channels and features you use.
- Set Up Broadcast Communications
Turn on Broadcast Communications from a guided setup, choose the channels your team can broadcast on, and enable broadcasts for incidents and change requests.
- Send a Broadcast Communication from an Incident or Change Request
Send a broadcast communication directly from an incident or change request. Choose the channels to send on, add a message for each one, and send them together in a single broadcast.
