Provide Conversation Support with Messaging

Message with customers in real time from the Service Console on mobile or desktop. Agentforce Contact Center Messaging supports WhatsApp, Facebook Messenger, Apple Messages for Business, LINE, SMS, and Partner Messaging integrations, as well as website and mobile app messaging. Partner Contact Center Messaging connects Salesforce to your preferred contact center as a service (CCaaS) provider.

Messaging banner

Start

Learn About Messaging

What’s Messaging?

Messaging Limits and Considerations

Compare Messaging Channel Capabilities

Lifecycle of a Messaging Session

Trailhead: Salesforce Messaging

Community: Digital Engagement Trailblazer Community

Gears

Get Started with Messaging

Turn On Messaging

Give Users Access to Messaging

Set Up Routing for Messaging Channels

Wrench

Add Messaging Channels

Apple Messages for Business

Facebook Messenger

Connect

Connect a Messaging or CCaaS Service

Set Up Partner Messaging

Set Up Partner Contact Center Messaging

Considerations and Limitations

Agent

Design the Service Rep Experience

Add Messaging to the Service Console

Video: Help Customers in Enhanced Messaging Channels

Standardize Responses with Quick Text

Show Agents and Supervisors Mid-Conversation Summaries

Message with Customers in the Service Console

Message in the Salesforce Mobile App

Users

Customize Your Channels

Update Messaging Channel Settings

Customize Auto-Responses in Messaging Channels

Set Up Automated Notifications in Messaging

Moving Messaging Data Between Sandbox and Production

Trailhead: Upgrading to Enhanced Messaging

Gears

Extend Messaging with Automation

Interactive Messaging Components

Connect an Agentforce Service Agent

Using Enhanced Bots in Messaging Channels

Create a Flow to Link Individuals to Messaging Sessions

Connect

Privacy and Ethics in Messaging

Protect Customer Data and Privacy in Messaging

Customize the Messaging Opt-In and Opt-Out Experience

Block Sensitive Data in Messaging Sessions

Accessing Messaging and Voice Conversation Data

Code

Messaging for Developers

Messaging Object Model

Enhanced In-App Chat Developer Guide

Enhanced Web Chat Developer Guide

Enhanced Chat API Developer Guide

Partner Messaging Developer Guide

Partner Contact Center Messaging Developer Guide