Channels: Text, Facebook, and YouTube Support Channels, Einstein Bot Support in Mobile Apps, and More

LiveMessage in Lightning Experience makes it easy and convenient for customers to get support when they need it using text messaging and Facebook Messenger. Bring comments on your YouTube channel into Salesforce with Social Customer Service so that support agents can provide timely solutions to customer issues. Incorporate Einstein Bots into your native mobile apps on iOS and Android with the Snap-ins for Mobile Apps SDK. Customize labels for your Snap-ins Chat deployments, and create a Snippet Settings File to use code snippet settings into your Communities snap-ins. Open CTI comes to Service Essentials, and softphones can now be bigger. Email-to-Case attachments are automatically turned to Salesforce Files, so you can conveniently preview them and share them across the org. The compact case feed appears wherever case or social feeds appear in Lightning Experience.

LiveMessage: Text Messaging and Facebook Messenger Support Generally Available
Support your customers on the digital channels they love. LiveMessage in Lightning Experience makes it easy and convenient for customers to get support when they need it using text messaging and Facebook Messenger. Agents can work seamlessly across channels in the Service Console that they are already familiar with.
Help Center: Simple Self-Service
Create a help center that lets your customers help themselves. Display Knowledge articles that answer common questions, and provide a contact button so they can log a case for the issues that require human intervention. Use the new guided setup flow in the Essentials edition to set it up in a few minutes, and manage your help centers from the new Help Center page in Setup.
CTI: Call Centers in Service Essentials and More Flexible Softphones
Essentials Edition orgs gain the power of computer telephony integration (CTI). And Call Centers get more flexible with increased height and width limits on softphones.
Live Agent: More Setup Options in Lightning Experience, Support for Skills-Based Routing for Chats (Beta), and a Faster Way to Add Quick Text
Access Live Agent setup pages in Lightning Experience, and customize the Live Agent Session record page in the Lightning App Builder. Use Omni-Channel skills-based routing to route Live Agent chats. Agents can use the Quick Text button to add predefined text snippets to chats faster.
Snap-Ins Chat: Custom Labels, Snippet Settings File for Communities, and Chatting Across Tabs
Set your own labels in your snap-in for each of your Snap-ins deployments. Create a snippet settings file to include snippet-only customizations in your Communities snap-ins. Customers can take their chat across multiple tabs and windows, so they don’t lose their chat while they browse your website. Also, get chat event notifications and utilize Live Agent improvements.
Snap-Ins for Mobile Apps: Use Einstein Bots in Your Native App
The Snap-ins SDK for iOS and Android includes Einstein bot support to complement the chat experience and to keep your agents and customers happy. We also made some general enhancements to the SDK.
Social Customer Service: YouTube, Emojis, Quick Text, and Public Cloud
Bring another social network into your social service arsenal: YouTube. Communicate without creating a case. Enhance your agent’s experience with emojis, take Facebook public posts private, and quick text. Plus, take advantage of the compact feed, Public Cloud support, fewer necessary permissions, and an upgraded managed package.

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