The new integration between Service Cloud and the WhatsApp Business Platform launched recently – enabling Salesforce customers to deliver efficient, personalized service at global scale.
Let’s take an exclusive look at the new features available on the new Enhanced Messaging for WhatsApp channel.
Agent & Supervisor Experience
Boost agent efficiency while giving supervisors a bird’s-eye view of their contact center by unifying all channels onto one unified workspace.
- Advanced Routing with Omni-Channel Flows: Deliver more efficient support by intelligently routing the right work to the right agent based on skill set, availability, or capacity.
- Agent Transfer: Now agents can transfer enhanced WhatsApp conversations to another agent, queue, skill, or bot. When a customer has an issue that needs to be escalated to another agent, you can effortlessly transfer a messaging session along with all of the context and conversation history they need to start resolving the issue right away.
- Supervisor Monitoring, Whisper, and Flag Raise: Support and coach agents in real time. When an agent raises a flag to alert you that they need help, supervisors can hold a private two-way conversation with them from Omni Supervisor.
Self-Service Setup
Get started fast with the new embedded signup that allows you to onboard your WhatsApp channel in minutes and simplifies the process in a single flow.
Conversational Intelligence & Automation
- Enhanced Bots: Increase deflection for low-touch cases with AI-powered chatbots that enable agents to focus on higher value and more complex issues. When a human touch is needed, enhanced bots can also collect customer information upfront for a seamless handoff – giving agents the context they need for faster, more efficient resolutions.
- AI Agent Assist: Integrate data from across channels and systems to create a 360-view of every customer. Then leverage that real-time data to dynamically surface intelligent, personalized recommendations with Einstein Next Best Action.
Rich, Conversational Experiences
Go beyond text with rich, interactive features that drive customer engagement – from images and PDFs, to audio & video files and emojis.
With the new messaging component builder, admins can also build structured content once and deploy them across all messaging channels – from Messaging for In-App & Web to enhanced Facebook Messenger.
With the new messaging component builder, admins can also build structured content once and deploy them across all messaging channels – from Messaging for In-App & Web to enhanced Facebook Messenger.
Support for the messaging component builder on the enhanced WhatsApp channel will be available in future releases.
Availability: Enhanced WhatsApp for Service Cloud is available now as part of the Digital Engagement add-on to Service Cloud and Salesforce Contact Center.
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