Messaging for In-App and Web Optimization | Salesforce Trailhead
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Messaging for In-App and Web Optimization; Messaging for In-App and Web Optimiza...
When an agent starts their shift, they open up the the App Launcher (App Launcher icon )and select the Service Console app. Then, they click Omni-Channel in the footer of the screen to expand the Omni-Channel utility. Here’s a typical agent interface.
Agent console.
The agent makes themselves available to message with customers in the Omni-Channel widget. Then they accept incoming messages in the widget (1). A messaging session opens in the enhanced conversation component, where agents have a toolbar to help craft messages across the bottom and a button at the top to inactivate or end a chat (2). To the right of the enhanced conversation component, agents can work with tools that their admin has chosen to make available, such as Actions & Recommendations, After Conversation Work, or flows that trigger dynamic messaging components (3).
Let’s take a closer look at some of these elements and walk through a conversation from start to finish.
During setup, you (the admin) created Omni presence statuses, which indicate an agent’s level of availability to engage with incoming messages. An agent who’s available selects the presence status indicating so. When a green dot appears next to the status, they’re ready to chat with customers. They select the checkmark icon to accept an incoming conversation.
Omni-Channel Widget with an incoming message.
Now, let’s experiment with sending different types of content in the channel.
Send Messages
Messaging for In-App and Web agents have many options beyond simply typing out a customer response. These options are available in the toolbar of the enhanced conversation component, or in any additional components you’ve added to the right column of the agent console.
Let’s start with what’s available, by default, in the enhanced conversation component’s toolbar.
Send Text and Emojis
First up, we have the emoji icon. Modern digital communication sometimes relies on emojis to make a conversation seem more familiar and informal. An agent simply clicks the icon, then inserts an emoji into the messaging window by selecting it.
Enhanced conversation component with the Emoji button highlighted.
Send Quick Text
Admins create Quick Text snippets to let agents send pre-written, common responses in a single click rather than typing them out. To send a quick text snippet, an agent clicks the quick text icon and searches for the snippet they need.
00:00 Introduction
00:23 Verify Your End-User and Share Messaging History
01:38 Collect Information to Quickly Help End Users
02:41 Decide When and How to Present the Chat Button
03:47 Send Structured Content to End-Users
04:59 Message with a Customer
#trailhead
#salestraining
#salesforcetrailhead
Messaging for In-App and Web Optimization; Messaging for In-App and Web Optimiza...
When an agent starts their shift, they open up the the App Launcher (App Launcher icon )and select the Service Console app. Then, they click Omni-Channel in the footer of the screen to expand the Omni-Channel utility. Here’s a typical agent interface.
Agent console.
The agent makes themselves available to message with customers in the Omni-Channel widget. Then they accept incoming messages in the widget (1). A messaging session opens in the enhanced conversation component, where agents have a toolbar to help craft messages across the bottom and a button at the top to inactivate or end a chat (2). To the right of the enhanced conversation component, agents can work with tools that their admin has chosen to make available, such as Actions & Recommendations, After Conversation Work, or flows that trigger dynamic messaging components (3).
Let’s take a closer look at some of these elements and walk through a conversation from start to finish.
During setup, you (the admin) created Omni presence statuses, which indicate an agent’s level of availability to engage with incoming messages. An agent who’s available selects the presence status indicating so. When a green dot appears next to the status, they’re ready to chat with customers. They select the checkmark icon to accept an incoming conversation.
Omni-Channel Widget with an incoming message.
Now, let’s experiment with sending different types of content in the channel.
Send Messages
Messaging for In-App and Web agents have many options beyond simply typing out a customer response. These options are available in the toolbar of the enhanced conversation component, or in any additional components you’ve added to the right column of the agent console.
Let’s start with what’s available, by default, in the enhanced conversation component’s toolbar.
Send Text and Emojis
First up, we have the emoji icon. Modern digital communication sometimes relies on emojis to make a conversation seem more familiar and informal. An agent simply clicks the icon, then inserts an emoji into the messaging window by selecting it.
Enhanced conversation component with the Emoji button highlighted.
Send Quick Text
Admins create Quick Text snippets to let agents send pre-written, common responses in a single click rather than typing them out. To send a quick text snippet, an agent clicks the quick text icon and searches for the snippet they need.
00:00 Introduction
00:23 Verify Your End-User and Share Messaging History
01:38 Collect Information to Quickly Help End Users
02:41 Decide When and How to Present the Chat Button
03:47 Send Structured Content to End-Users
04:59 Message with a Customer
6 ماه پیش
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