---
schema_version: "1"
id: 5c06ea3a761e16084c3bc2daa99070d1f2ba99df3c22392535fcbf816c4eba58
title: Increase Messaging Productivity
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_productivity.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_productivity.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 809da5cfd53b21b67915dc33e691f132f91066c13a7e95caed9a0141f8b09111
description: Congratulations, you created a Messaging channel... now what? After creating a channel, take it to the next level with productivity-boosting features such as messaging components, automated messaging, sensitive data rules, and Einstein Bots.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Increase Messaging Productivity

Congratulations, you created a Messaging channel... now what? After creating a channel, take it to the next level with productivity-boosting features such as messaging components, automated messaging, sensitive data rules, and Einstein Bots.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <tbody>
        <tr class="">
          <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <a name="messaging_productivity__d154e297"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_productivity__d154e297" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span>
            <strong>This article applies to:</strong>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced
            WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple
            Messages for Business, Enhanced LINE, and Bring Your Own Channel</td>

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

Here are steps you can take to add valuable functionality to your Messaging channels.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:40%">
        <col style="width:40%">
        <col style="width:20%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d89859e80">Goal</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d89859e83">Setup Help</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d89859e86">Available In</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Give service reps a library of links, questions with options, and other
            structured content to send during messaging sessions.</td>

          <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.messaging_components_parent.htm&amp;release=264.0.0&amp;type=5" title="Help service reps and customers exchange information faster in enhanced Messaging channels and Enhanced Chat. Share links, questions with predefined options, time slots, post-conversation surveys, and more.">Interactive Messaging Components</a>
          </td>

          <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Enhanced Messaging channels and Enhanced Chat</td>

        </tr>
        <tr class="">
          <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Customize the messaging consent requirements, keywords, and auto-responses for a
            channel.</td>

          <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 ">
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.messaging_consent_status.htm&amp;release=264.0.0&amp;type=5" title="With the help of consent keywords, your customers tell you when and whether you can message them on a particular Messaging channel in Agentforce Service (formerly Service Cloud).">Customize the Messaging Opt-In and Opt-Out Experience</a>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=service.livemessage_create_automated_responses.htm&amp;release=264.0.0&amp;type=5" title="Customize auto-responses for common scenarios in messaging sessions. Some auto-response options are available only in Enhanced Messaging channels and Enhanced Chat.">Customize Auto-Responses in Messaging Channels</a>
            </p>
          </td>

          <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Enhanced Messaging channels and Enhanced Chat</td>

        </tr>
        <tr class="">
          <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Automatically block sensitive data in customer and service rep messages.</td>

          <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.messaging_block_sensitive_data.htm&amp;type=5&amp;language=en_US" target="_blank">Block Sensitive Data in
              Messaging Sessions and Voice Call Transcripts</a>
          </td>

          <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Standard and enhanced Messaging channels and Enhanced Chat</td>

        </tr>
        <tr class="">
          <td data-label="Goal" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d89859e80 ">Send template-based notifications about case updates or other
            changes.</td>

          <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.livemessage_automatic_message_notifications_create.htm&amp;release=264.0.0&amp;type=5" title="Using a flow, send customers automated, template-based messages in standard Messaging channels to notify them about a product delivery, case update, or something else.&nbsp;">Send Automated Messages in Standard Messaging Channels</a>
          </td>

          <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Standard Messaging channels</td>

        </tr>
        <tr class="">
          <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.messaging_automated_enhanced.htm&amp;release=264.0.0&amp;type=5" title="Using a flow and a notification messaging component, send customers automated messages to notify them about a product delivery, case update, or something else.">Send Automated Messages in Enhanced Messaging Channels</a>
          </td>

          <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Enhanced Messaging channels and Enhanced Chat</td>

        </tr>
        <tr class="">
          <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.miaw_inapp_push.htm&amp;release=264.0.0&amp;type=5" title="Set push notifications for your iOS or Android mobile apps in your Enhanced In-App Chat channel. Unlike messages that are automated or sent by service reps, push notifications are temporary and don’t appear in a user’s chat history.">Set Push Notifications for Enhanced In-App Chat</a>
          </td>

          <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Enhanced In-App Chat</td>

        </tr>
        <tr class="">
          <td data-label="Goal" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d89859e80 ">Add an Einstein bot to a channel.</td>

          <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.messaging_considerations_bots.htm&amp;release=264.0.0&amp;type=5" title="To take advantage of Salesforce AI features, add an enhanced bot to your Enhanced Chat channels or enhanced Messaging channels. Standard Messaging channels support standard bots.">Using Enhanced Bots in Messaging Channels</a>
          </td>

          <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Enhanced Messaging channels and Enhanced Chat</td>

        </tr>
        <tr class="">
          <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_enable.htm&amp;type=5&amp;language=en_US" target="_blank">Get Started with Einstein
              Bots</a>
          </td>

          <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Standard Messaging channels</td>

        </tr>
        <tr class="">
          <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Import messaging user data into Salesforce.</td>

          <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.messaging_import_user_data.htm&amp;release=264.0.0&amp;type=5" title="Salesforce automatically creates messaging user records for customers when they message your business. However, you can also mass-create messaging user records for WhatsApp and SMS channels.">Create Messaging Users</a>
          </td>

          <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Standard and enhanced Messaging channels</td>

        </tr>
        <tr class="">
          <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Track your service team’s messaging activity.</td>

          <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 ">
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.messaging_reporting.htm&amp;release=264.0.0&amp;type=5" title="To track your support team’s messaging activity in Messaging channels, create custom report types on Messaging objects.">Report on Messaging Activity</a>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_manage_with_omni_supervisor.htm&amp;type=5&amp;language=en_US" target="_blank">Manage Service Reps, Queues, and Skills with Omni
                Supervisor</a>
            </p>
          </td>

          <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Standard and enhanced Messaging channels and Enhanced Chat</td>

        </tr>
        <tr class="">
          <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Customize service rep keyboard actions.</td>

          <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 ">
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.miaw_enter_or_return.htm&amp;release=264.0.0&amp;type=5" title="By default, Enhanced Chat for Web is configured so that the Enter or Return key sends a message. To make it start a new line of text instead, change the deployment settings.">Customize the Enter or Return Key in Enhanced Chat for Web</a>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=service.miaw_emoji.htm&amp;release=264.0.0&amp;type=5" title="Choose to allow Enhanced Web Chat customers to send emoji to service reps in messaging conversations. On the Embedded Service Deployment Settings page, turn on the keyboard.">Show the Emoji Keyboard in Enhanced Web Chat</a>
            </p>
          </td>

          <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Enhanced Web Chat</td>

        </tr>
        <tr class="">
          <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Show customers their estimated wait time to be connected to a service
            rep.</td>

          <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.miaw_estimated_wait_time.htm&amp;release=264.0.0&amp;type=5" title="Automatically tell customers how many minutes they have to wait before being connected to a service rep. Build customer trust by setting expectations.">Show Customers an Estimated Wait Time in the Chat Conversation Window</a>
          </td>

          <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Enhanced Chat</td>

        </tr>
        <tr class="">
          <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Hide the messaging window outside of your business hours.</td>

          <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.miaw_business_hours.htm&amp;release=264.0.0&amp;type=5" title="Don’t leave your customers waiting. Prevent customers from starting new messaging sessions outside of your business hours. After setting business hours, the Enhanced Web Chat button disappears when you’re not working, and Enhanced In-App Chat customers see a banner letting them know that your business hours are over. Use the API to prevent incoming Enhanced In-App Chat conversations outside of business hours.">Set Business Hours in Enhanced Chat</a>
          </td>

          <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Enhanced Chat</td>

        </tr>
        <tr class="">
          <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">View or update a channel’s basic settings, such as its name and routing
            preferences.</td>

          <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.livemessage_modify_channel_settings.htm&amp;release=264.0.0&amp;type=5" title="To view and configure the settings of a messaging channel in Agentforce Service (formerly Service Cloud), click the channel name on the Messaging Settings page in Setup.">Update Messaging Channel Settings</a>
          </td>

          <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Standard and enhanced Messaging channels</td>

        </tr>
        <tr class="">
          <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Create a library of standard text snippets that service reps can insert into
            messaging sessions.</td>

          <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 ">
            <p>
              <a href="https://help.salesforce.com/s/articleView?id=service.quick_text_setting_up.htm&amp;type=5&amp;language=en_US" target="_blank">Set Up and Use Quick
                Text</a>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=service.reply_rec_intro.htm&amp;type=5&amp;language=en_US" target="_blank">Einstein Reply Recommendations</a>
            </p>
          </td>

          <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Standard and enhanced Messaging channels and Enhanced Chat</td>

        </tr>
        <tr class="">
          <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Give service reps a set amount of time after a messaging session to wrap up their
            work before the next session.</td>

          <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_after_conversation_work_time.htm&amp;type=5&amp;language=en_US" target="_blank">Configure After Conversation Work
              Time</a>
          </td>

          <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Standard and enhanced Messaging channels and Enhanced Chat</td>

        </tr>
        <tr class="">
          <td data-label="Goal" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d89859e80 ">Automatically send the customer a survey when a messaging session ends.</td>

          <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 ">
            <a href="https://help.salesforce.com/s/articleView?id=xcloud.task_distribute_surveys_using_digital_engagement_channels.htm&amp;type=5&amp;language=en_US" target="_blank">Gather Feedback at the End of a
              Messaging Session</a>
          </td>

          <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Standard Messaging channels</td>

        </tr>
        <tr class="">
          <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.messaging_components_post_chat_survey.htm&amp;release=264.0.0&amp;type=5" title="At the end of an Enhanced Chat session, automatically send the customer a link to a Salesforce Feedback Management survey.">Set Up Post-Conversation Surveys for Enhanced Chat</a>
          </td>

          <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Enhanced Chat</td>

        </tr>
        <tr class="">
          <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Trigger an action, such as a flag raise, when a service rep or customer enters a
            keyword in a messaging session.</td>

          <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.voice_trigger_action_with_keywords.htm&amp;type=5&amp;language=en_US" target="_blank">Automatically Trigger an
              Action Based on Detected Keywords</a>
          </td>

          <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Enhanced Messaging channels and Enhanced Chat</td>

        </tr>
        <tr class="">
          <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Show service reps and supervisors an AI-generated summary of an ongoing messaging
            session when they accept or monitor a session.</td>

          <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_ccu.htm&amp;type=5&amp;language=en_US" target="_blank">Show Service Reps and Supervisors Mid-Conversation
              Summaries</a>
          </td>

          <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Enhanced Messaging channels and Enhanced Chat</td>

        </tr>
        <tr class="">
          <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Extract contact reasons from Messaging sessions and build a report to identify
            top case drivers.</td>

          <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.conversation_mining_report.htm&amp;type=5&amp;language=en_US" target="_blank">Build an Einstein Conversation
              Mining Report</a>
          </td>

          <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Enhanced Messaging channels and Enhanced Chat</td>

        </tr>
        <tr class="">
          <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">To give service reps more information about the person they’re messaging with,
            automatically search, link, or screen-pop records during messaging sessions.</td>

          <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.support_individual_object_linking_intro.htm&amp;type=5&amp;language=en_US" target="_blank">Individual-Object
              Linking</a>
          </td>

          <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Enhanced Messaging channels and Enhanced Chat</td>

        </tr>
        <tr class="">
          <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Direct customers to your Messaging channels by adding a channel menu on your
            website.</td>

          <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 ">
            <a href="https://help.salesforce.com/s/articleView?id=service.embedded_chat_channel_menu.htm&amp;type=5&amp;language=en_US" target="_blank">Channel Menu</a>
          </td>

          <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Standard and enhanced Messaging channels and Enhanced Chat</td>

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