Digital Channels in Salesforce Agent

This topic is for administrators. If you are an agent, see the user documentation for digital channels in Salesforce Agent Lightning.

CXone Mpower Digital Experience allows your agents to communicate with customers using digitalClosed Any channel, contact, or skill associated with Digital Experience. channelsClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. such as Facebook, Instagram, or WhatsApp, as well as email, SMS, and chat. Digital Experience supports the Salesforce Agent Lightning.

When you have configured Digital Experience in your environment, the only additional configuration you need to do is map contact details between Salesforce and Digital Experience.

In order to use digital channels in Salesforce Agent, your CXone Mpower system must meet these requirements:

  • A User Hub system. Digital Experience does not work with Central.
  • Digital Experience set up for your organization.
  • Unified Routing disabled for your business unit.
  • ACD Users View, Skills View, and API Access enabled for your agents.

Salesforce Agent supports these digital channels: 

  • Chat—Supports the Digital Experience live chatClosed Agents and contacts interact on a real-time basis feature. This channel supports inbound and outbound chat interactions.
  • Email—Email through Digital Experience is separate from omnichannel email. This channel supports inbound and outbound email.
  • SMS—Supports SMS through Digital Experience. This is different from omnichannel SMS.
  • WhatsApp—Supports messaging in response to customer inquiries. Salesforce Agent doesn't support sending proactive outbound messages with the WhatsApp channel.
  • X (formerly) Twitter—Supports X direct messaging.
  • Facebook Messenger—Supports direct messaging using Facebook Messenger.
  • Instagram—Supports Instagram direct messaging.

Key Facts about Salesforce Agent and Digital Experience

  • Agents do not need to accept each digital interaction. As digital interactions enter the agent's queue, they are automatically assigned to the agent.
  • Screen pops are based these inputs, which pass through from Digital Experience. They are not configurable.
    • Chat—First Name and Last Name
    • Email—Email Address
    • SMS—Phone Number
    • WhatsApp—WhatsApp Number (Mobile Number)
    • X (formerly Twitter—Customer Name
    • Facebook Messenger—Customer Name
    • Instagram—Customer Name
  • Integrated softphone layout settings are based on searching these objects and fields: 
    • Account—Account Name
    • Contact—Name
    • Lead—Name
  • Reports for digital interactions are available through Digital Experience. There is one data download report for Digital Experience, the Digital Agent Set for Voice report.

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