What is Salesforce Digital Engagement?
Salesforce Digital Engagement is a customer service product that helps companies communicate with customers via messaging apps, webchats, in-app chats, and social media channels. Messages are routed to Salesforce, where they are addressed by the appropriate agent or a chatbot. The main goal of Digital Engagement is to communicate with clients via their preferred channels.
Key Features of Salesforce Digital Engagement:
- Real-time monitoring of social networks
- Salesforce-native chatbots that resolve routine issues, with the option of redirecting a customer to a human agent if a bot cannot handle an issue
- Configurable rules to automatically associate conversations with contact records previously created in Salesforce
- Monitoring of agent workloads and automated routing of communication requests to available specialists
Salesforce Digital Engagement works with SMS, WhatsApp, Facebook Messenger, Twitter, Instagram, YouTube, and more. The product is available in the Lightning Experience of Service Cloud’s Enterprise and Unlimited editions.