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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.
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Support Your Customers with Text Messaging and Facebook Messenger
Customers can use text messages and Facebook Messenger to conveniently contact your support center to get their issues resolved. Agents can use LiveMesssage to respond from the Lightning Service Console, so they can support customers while having all the benefits and information of Service Cloud at their fingertips. Use the guided flow to set up messaging. -
Set Up LiveMessage with a Guided Setup Flow
Give your customers a convenient way to communicate by adding SMS text messaging and Facebook Messenger to your support channels. Use the LiveMessage guided setup flow to get started. You can choose which channels to add and whether to set up Omni-Channel to route incoming messages to your support team. -
Set Customer Expectations with Automated Response Messages
Use predefined automated responses to set the tone for your agents’ conversations with customers. The Chat Acknowledgment message is sent in reply to a customer’s initial text message and assures customers that their messages got through. Send automated messages when agents accept and end messaging sessions, when customers consent to receiving messages from your company, and when they revoke consent. -
Customize Automated SMS Opt-In and Opt-Out Messages
When a customer sends an SMS text message to your company, LiveMessage replies with an automated message confirming that the customer consents to communicating by SMS. Customers can choose to opt in to receive messages or opt out by replying with a keyword, such as “STOP.” LiveMessage then sends an automated message that acknowledges the customer’s preference. Salesforce provides default text for the opt-in and opt-out messages, and you can customize them to better suit your company’s branding and tone. -
Keep Customers in the Know with Automatic Text Message Notifications
Use LiveMessage to automatically send SMS text message notifications to customers based on certain events. Personalize the message by inserting merge fields to fill in variables such as the customer’s name or the case status. You can also use Process Builder to define a process that sends the message when certain criteria are met. For example, you can create a process that texts the customer when the status field on the customer’s case changes. -
Send and Receive Images and File Attachments with SMS Text Messaging and Facebook Messenger
They say that a picture is worth a thousand words. Agents and customers can get straight to the point by sending images and files in an SMS message and Facebook Messenger.