|
Persistent Conversations
|
| Persistent conversation history (with user verification) |
No |
Yes |
Yes |
| Asynchronous conversations (with user verification) |
No |
Yes |
Yes |
| Cross-device conversations (with user verification) |
No |
Yes |
Yes |
| Session continuity across tabs |
Yes |
N/A |
Yes |
| Session continuity across subdomains |
Yes |
N/A |
Yes |
|
Settings
|
| Compatible with Agentforce |
No |
Yes |
Yes |
| Route to service rep, queue, bot, Agentforce Service Agent, or skills |
Yes |
Yes |
Yes |
| Works in the Salesforce mobile app |
No |
Yes |
Yes |
| Automated proactive messaging |
No |
Yes |
No |
| Proactive messaging by service reps |
No |
Yes |
No |
| Keyword-based automation |
Yes |
Yes |
Yes |
| Omni-Channel sidebar support |
No |
Yes |
Yes |
| Pre-chat form— visible and hidden fields |
Yes |
Yes |
Yes |
| Terms and conditions acceptance in pre-chat |
Yes |
Yes |
Yes |
| Customize pre-chat with Lightning Web Components |
Yes |
Yes |
Yes |
| Populate pre-chat API |
No |
Yes |
Yes |
| AI agent compatibility |
No |
Yes |
Yes |
| Einstein bot compatibility |
Yes |
Yes |
Yes |
| Business hours |
No |
Yes |
Yes |
| Custom branding and UI labels |
Yes |
Yes |
Yes |
| Multi-language support |
Yes |
Yes |
Yes |
| Auto-response: Conversation started/ended, service rep joined, etc. |
No |
Yes |
Yes |
| Invitations |
Yes |
No |
No |
| Enhanced link messaging components |
No |
Yes |
Yes |
| Question with options messaging components |
No |
Yes |
Yes |
| Time selector messaging components |
No |
Yes |
Yes |
| Secure form messaging components |
No |
Yes |
Yes |
| Notification messaging components |
No |
Yes |
Yes |
| Post-chat URL |
Yes |
Yes |
Yes |
| Salesforce surveys |
Yes |
Yes |
Yes |
| Estimated wait time |
No |
Yes |
Yes |
| Conversation Catch-Up summaries |
No |
Yes |
Yes |
| Idle customer timeout |
Yes |
Yes |
Yes |
| Queue position |
Yes |
No |
No |
| Public REST API |
Yes |
Yes |
Yes |
| Channel menu support |
Yes |
No |
Yes |
| IP blocking |
Yes |
No |
No |
| Sensitive data rules |
Yes |
Yes |
Yes |
| Service rep alias |
No |
Yes |
Yes |
| Delete Data (API) |
No |
Yes |
Yes |
| Individual-object linking flow template |
No |
Yes |
Yes |
| Clone mobile deployment |
No |
Yes |
N/A |
| Customize height of Enhanced Conversation component |
No |
Yes |
Yes |
| Sneak peek |
Yes |
No |
No |
|
Supervisor and Service Rep Experience
|
| Service Console integration |
Yes |
Yes |
Yes |
| Supervisor monitoring |
Yes |
Yes |
Yes |
| Flag raise and whisper |
Yes |
Yes |
Yes |
| Multi-rep conferencing |
Yes |
Yes, up to 5 reps |
Yes, up to 5 reps |
| Transfer to service rep, queue, or skills |
Yes |
Yes |
Yes |
| Browser notification for assigned conversation |
Yes |
Yes |
Yes |
| Outbound file attachments |
No |
Yes |
Yes |
| Einstein Reply Recommendations support |
Yes |
Yes |
Yes |
| Einstein Work Summaries support |
Yes |
Yes |
Yes |
| Actions and Recommendations component support |
Yes |
Yes |
Yes |
| Right-to-Left language support for service reps |
Yes |
Yes |
Yes |
| KPI monitoring |
Yes |
Yes |
Yes |
|
Customer Experience
|
| Inbound file attachments |
Yes |
Yes |
Yes |
| Emoji support |
No |
Yes |
Yes |
| Read and delivery receipts |
No |
Yes |
Yes |
| Push notifications |
No |
Yes |
N/A |
| Save transcripts |
Yes |
Yes |
Yes |
| Message search |
No |
Yes |
No |
| Right-to-left language support for end users |
Yes |
Yes |
Yes |
|
Supported Sites
|
| External website |
Yes |
N/A |
Yes |
| Experience Site templates: Build Your Own (Aura), Customer Account Portal,
Partner Central, Help Center, and Customer Service |
Yes |
N/A |
Yes |
| LWR Experience Site templates: Build Your Own (LWR) and Microsite (LWR) |
No |
N/A |
Yes |
| Commerce Cloud templates: B2B and B2B2C Commerce templates |
No |
N/A |
Yes |
| Mobile publisher |
Yes |
N/A |
Yes |
