Reach Out to Your Customers with Agent Initiated Conversations (Open Beta)
Where: This change applies to orgs with access to Messaging through a Digital Engagement add-on. Messaging in Lightning Experience is available in Enterprise, Performance, Unlimited, and Developer editions with the Service Cloud.
How: Once a possible issue solution is available, agents navigate to the customer’s record home and click Start Conversation. A new tab opens with the most recent session and a message that a new session has started. Agents continue the conversation where they left off. They can send multiple messages.
If the customer isn’t available to respond, agents can close the conversation tab and they are notified once the customer responds. An outbound message in a waiting state doesn’t take up agent capacity.
If the original agent goes offline before the customer responds, the conversation is routed to a secondary agent and the original agent can’t contribute to the conversation.