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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.

Where: LiveMessage in Lightning Experience is available in Enterprise, Performance, Unlimited, and Developer editions with the Service Cloud. This feature is available in orgs with access to LiveMessage through a Digital Engagement add-on.

Who: To exchange messages with customers, users need the Service Cloud license, LiveMessage User permission set license, and View Setup and Configuration permission. To set up LiveMessage, users need the Configure LiveMessage permission and the View Setup and Configuration permission.

How: To add text message channels and Facebook Messenger channels in LiveMessage, go to Setup, enter LiveMessage in the Quick Find box, and select LiveMessage Settings. Click New Channel to open the guided setup flow and set up your channel.