Overview the ways of Messaging in Salesforce



Basically, to meet customers’ needs and expectations, The Salesforce enterprise messaging platform offers the benefits of event-driven software architectures. Depending on the channels and settings, messaging can bring a host of benefits. For instance, Salesforce users can:

  • Promote their companies’ products
  • Provide efficient customer service
  • Deliver critical information about transactions and events.

In brief, we will consider some tools for communicating with customers through various messengers right from Salesforce. At the end, you will find a handy table summarizing these tools and the supported digital channels. Salesforce provides several products for connecting with customers via their preferred messaging apps.

Before selecting a product, Salesforce users should ensure they have Service Cloud User/Sales Cloud User and their user licenses. Salesforce Digital Engagement is an add-on product that works with Sales and Service Cloud. The product is used to send and receive SMS, as well as respond to messages on WhatsApp, Web Chat, and Facebook Messenger. Digital Engagement includes the following features:

  • Outbound and inbound messaging across SMS, WhatsApp, and Facebook Messenger
  • Secondly, Web Chat, which allows sales reps to interact with multiple customers simultaneously
  • Chatbots automatically answer routine questions and resolve common issues
  • Omni-channel customer experience and optimization.
  • Lastly, Collaboration and reach, speed to the market.

       

Now that, On Salesforce AppExchange, you can find collections of app components, or managed packages, to connect with clients via messages right from Salesforce. Select a package, install it in your organizational Salesforce environment, and build customer experiences in the preferred messengers. Here are few highlights of managed packages we normally use on our projects:

TWILIO:

Twilio for salesforce allows Sales Cloud users to send and receive SMS messages. you can build and control messaging flows with drag-and-drop and Salesforce’s UI elements. In fact, it allows to personalize and automate messaging for contact and leads. Above all, this tool provides 15 standard reports for analyzing contact management and results of messaging campaigns.

360 SMS APP:

Undeniably, it is suitable for SMS/MMS as well as text messages and voicemails on WhatsApp, Facebook Messenger, WeChat, and Viber. This package supports Sales, Service, Experience (Community), and Marketing Cloud. In addition to supporting these communication channels, it has benefits like you can send automated/triggered single and bulk SMS and MMS. The tool particularly supports two-way messaging in WhatsApp and WhatsApp Live Chat from a website. Moreover, it provides computer telephony integration so that users can make, record, and retrieve calls without switching pages.

Third-Party Integrators

Meanwhile, Salesforce users who want to connect with the most in-demand channels of digital communication is third-party integration.  Platforms like Zapier, Make, and InfoBip allow you to connect Salesforce with many other applications and messengers to achieve marketing goals. Most platforms provide partial functionality via a free version, but as the number of contacts increases, it becomes necessary to switch to paid profiles to increase the number of operations possible or add automation. Paid versions allow you to create more automation, reduce update time, add custom logic, etc.

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