Explore the capabilities of Messaging channels in Agentforce Service (formerly Service
Cloud).
Required Editions
| View supported editions. |
This article applies to:
|
Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced
WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for
Business, and Enhanced LINE channels |
This article doesn’t apply to:
|
Standard SMS, and Bring Your Own Channel |
Setup and Routing
| |
Enhanced In-App Chat |
Enhanced Web Chat |
WhatsApp (Enhanced) |
Facebook Messenger (Enhanced) |
SMS (Enhanced) |
Apple Messages (Enhanced) |
LINE (Enhanced) |
| Automated channel setup |
Yes |
Yes |
Yes |
Yes |
No |
Yes |
Yes |
| Can upgrade from standard channels |
N/A |
N/A |
Yes
|
Yes |
Yes |
N/A |
N/A |
| Omni-Channel Flows routing |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| Queue-based routing |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| Enhanced routing |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| Tab-based capacity |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| Status-based capacity |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| Works in the Salesforce Mobile App |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Messaging Session Start and End
| |
Enhanced In-App Chat |
Enhanced Web Chat |
WhatsApp (Enhanced) |
Facebook Messenger (Enhanced) |
SMS (Enhanced) |
Apple Messages (Enhanced) |
LINE (Enhanced) |
| Customer can start session |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| Service rep can start session |
Yes |
No |
Yes |
Yes |
Yes |
Yes |
Yes |
| Automated outbound messages |
Yes |
No |
Yes |
No |
Yes |
Yes |
Yes |
| Broadcast (one-to-many) messaging |
N/A |
N/A |
N/A |
N/A |
No |
N/A |
N/A |
| Service rep can end session |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| Service rep can mark session inactive |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| Customer can end session |
Yes |
Yes |
N/A |
N/A |
N/A |
Yes |
N/A |
Customer Experience
| |
Enhanced In-App Chat |
Enhanced Web Chat |
WhatsApp (Enhanced) |
Facebook Messenger (Enhanced) |
SMS (Enhanced) |
Apple Messages (Enhanced) |
LINE (Enhanced) |
| Typing indicator: customer side |
Yes |
Yes |
No |
Yes |
N/A |
Yes |
No |
| Typing indicator: service rep side |
Yes |
Yes |
No |
No |
N/A |
Yes |
No |
| Read receipts: customer side |
Yes |
Yes |
No |
No |
N/A |
No |
No |
| Read receipts: service rep side |
Yes |
Yes |
No |
No |
N/A |
No |
No |
| Delivered receipts: customer side |
Yes |
Yes |
No |
Yes |
N/A |
Yes |
No |
| Delivered receipts: service rep side |
Yes |
Yes |
Yes |
Yes |
N/A |
Yes |
Yes |
| Estimated wait time for customers |
Yes |
Yes |
No |
No |
No |
No |
No |
| Desktop application support |
N/A |
Yes |
Yes |
Yes |
N/A |
Yes |
Yes |
| Window branding and customization |
Yes |
Yes |
N/A |
N/A |
N/A |
N/A |
N/A |
| Hide messaging option outside of business hours |
Yes |
Yes |
N/A |
N/A |
N/A |
N/A |
N/A |
| Let customers download conversation transcripts |
Yes |
Yes |
N/A |
N/A |
N/A |
N/A |
N/A |
Service Rep Experience
| |
Enhanced In-App Chat |
Enhanced Web Chat |
WhatsApp (Enhanced) |
Facebook Messenger (Enhanced) |
SMS (Enhanced) |
Apple Messages (Enhanced) |
LINE (Enhanced) |
| Quick text |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| Einstein recommended replies |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| Rep-to-rep transfer |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| Rep-to-flow transfer |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| Rep-to-queue transfer |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| Flag raise |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| Supervisor whisper to reps |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| Multi-rep conferencing |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| View conversation transcripts |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| After-conversation work timer |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| Compatible with AI agents |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| Compatible with Einstein Bots |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| Conversation Catch-Up |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| Channel-object linking |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| Individual-object linking |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| Channel menu |
No |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Rich Content
| |
Enhanced In-App Chat |
Enhanced Web Chat |
WhatsApp (Enhanced) |
Facebook Messenger (Enhanced) |
SMS (Enhanced) |
Apple Messages (Enhanced) |
LINE (Enhanced) |
| Emoji: customer to service rep |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| Emoji: service rep to customer |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| GIFs: customer to service rep |
Yes |
Yes |
No |
Yes |
Yes |
Yes |
No (stickers only) |
| GIFs: service rep to customer |
Yes |
Yes |
No |
No |
No |
No |
No |
| File sharing: customer to service rep |
Yes
|
Yes
|
Yes
|
Yes
|
Yes
|
Yes
|
Yes
|
| File sharing: service rep to customer |
Yes
|
Yes
|
Yes
|
Yes
|
Yes
|
Yes
|
Yes
|
| Video messages |
No |
No |
Yes
|
Yes
|
No |
Yes
|
Yes
|
| Audio messages |
No |
No |
Yes
|
Yes
|
No |
Yes
|
Yes
|
| Audio message recorder with playback |
No |
No |
Yes |
Yes |
No |
Yes |
No |
| Enhanced link messaging components |
Yes |
Yes |
Yes (plain text only) |
Yes |
Yes (plain text only) |
Yes |
Yes (plain text only) |
| Question with options messaging components |
Yes |
Yes |
Yes |
Yes |
Yes (plain text only) |
Yes |
Yes |
| Time selector messaging components |
Yes |
Yes |
Yes |
Yes |
Yes (plain text only) |
Yes |
Yes (plain text only) |
| Auto-response messaging components |
Yes |
Yes |
No |
No |
No |
No |
No |
| Form messaging components |
Yes |
Yes |
Yes (plain text only) |
Yes (plain text only) |
Yes (plain text only) |
Yes |
Yes (plain text only) |
| Notification messaging components |
Yes |
Yes |
Yes |
Yes (plain text only, no flow support) |
Yes (plain text only) |
Yes |
Yes |
| Payment messaging components |
Yes (plain text only) |
Yes (plain text only) |
Yes (plain text only) |
Yes (plain text only) |
Yes (plain text only) |
Yes |
Yes (plain text only) |
| Authentication messaging components |
Yes (plain text only) |
Yes (plain text only) |
Yes (plain text only) |
Yes (plain text only) |
Yes (plain text only) |
Yes |
Yes (plain text only) |
| Custom messaging components |
Yes (plain text only) |
Yes (plain text only) |
Yes (plain text only) |
Yes (plain text only) |
Yes (plain text only) |
Yes |
Yes (plain text only) |
| Post-session survey |
Yes |
Yes |
Yes |
Yes |
Yes (plain text only) |
Yes |
Yes |
| Right-to-left languages |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Automated Responses
| |
Enhanced In-App Chat |
Enhanced Web Chat |
WhatsApp (Enhanced) |
Facebook Messenger (Enhanced) |
SMS (Enhanced) |
Apple Messages (Enhanced) |
LINE (Enhanced) |
| Conversation acknowledgment |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| Service rep accept |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| Inactive conversation |
Yes |
Yes |
No |
No |
No |
No |
No |
| End session |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Security and Consent Management
| |
Enhanced In-App Chat |
Enhanced Web Chat |
WhatsApp (Enhanced) |
Facebook Messenger (Enhanced) |
SMS (Enhanced) |
Apple Messages (Enhanced) |
LINE (Enhanced) |
| Sensitive data rules |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
| Encryption at rest |
Yes
|
Yes
|
Yes
|
Yes
|
Yes
|
Yes
|
Yes
|
| Channel consent type: Implicit opt-in |
N/A |
N/A |
Yes |
Yes |
Yes |
Yes |
Yes |
| Channel consent type: Explicit opt-in |
N/A |
N/A |
Yes |
Yes |
Yes |
Yes |
Yes |
| Channel consent type: Double opt-in |
N/A |
N/A |
Yes |
Yes |
Yes |
Yes |
Yes |
| Customers can opt out |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
Yes |
