Add In-App Support to Your Mobile App with SOS Video Chat and Screen-Sharing (Generally Available)

Want to connect with your customers in a whole new way? We’re excited to introduce SOS, the Service Cloud’s mobile support solution. With SOS, you can add a help button to your native iOS or Android mobile application that lets your customers connect with agents over a one-way video and two-way audio chat.
SOS is available for an additional cost in: Enterprise, Performance, Unlimited, and Developer Editions

Phew. Now back to the fun stuff!

Gone are the days when your customers had to connect with a nameless, faceless agent over a phone call. With just one click, your customers can see the agents they’re speaking to while your agents provide personalized, in-app guidance with video chat, screen-sharing, and agent annotations.
SOS Customer and Agent Screens

SOS is integrated into the Salesforce console for the Service Cloud. Your agents can access cases, account records, and customer information quickly and easily during their video calls. Agents can also draw on customers’ screens during an SOS session, giving your customers in-app guidance to solve their problems. Your customers get a comprehensive, personal support experience, and your agents have the information they need in the console to solve customer issues.

Even better, SOS is fully integrated into Omni-Channel, the Service Cloud’s routing engine that allows you to customize how work items—including SOS video calls—are routed to your agents. SOS calls are routed to the most available, capable agents in your organization in real time. Omni-Channel routing is built right into the Service Cloud and the Salesforce console, so your SOS calls are routed to your agents automatically—no third-party routing engine required!

For more information on integrating SOS into your mobile applications, ask your Salesforce account team about the SOS iOS SDK.

For more information on configuring SOS, see Set Up SOS Video Chat and Screen-Sharing.