Enhancing customer engagement with messaging for MIAW in Salesforce

MIAW allows businesses to connect with customers seamlessly through popular messaging platforms such as:

1. WhatsApp
2. Facebook Messenger
3. Apple Messages for Business
4. SMS
5. Website and mobile app messaging.

Let's explore the key features of MIAW and how it enhances user experience across various channels.

Key components of MIAW

Messaging channel

It represents a communication channel that an end user can use to send a message to an agent, whether it's a chat window on a website, a mobile app, or a social media platform.

Routing

Routing is the logic that determines how customer inquiries in a messaging channel are routed.

• With omni-channel routing, customer inquiries are directed to the correct destination, whether it's a queue, bot, or agent.
• Queue-based routing simplifies straightforward scenarios, while omni-channel Flows offer dynamic routing based on predefined rules.

User verification

The user verification feature uses a token system to ensure the agent speaks to someone verified. It also allows conversations to persist across multiple devices, enables asynchronous conversations, and extends customer access to their messaging for web conversation history.

Messaging components

Agents can share structured content with customers during messaging sessions, including:

1. Enhanced links
2. Questions with options
3. Time selectors
4. Forms.

Embedded service deployment

Implementing messaging on apps or websites is simplified with deployments managed through the "Embedded Service Deployment" settings page. Administrators can customize messaging settings, branding, and pre-chat values to deliver seamless communication experiences. It generates JavaScript code for the web and a configuration file for mobile apps to embed the chat window into your website or app.

Messaging session

A messaging session represents a session with a messaging user on a messaging channel. When a customer initiates a chat, a messaging session record is created. It stores the:

1. Messaging user details
2. Session owner
3. Related records
4. Conversation history.

MIAW Flow

Customers initiate messaging conversations by providing contact information and other details in a pre-chat form. The Flow guides the conversation and maps form-field inputs to relevant parameters, ensuring agents have the necessary information to assist customers effectively.

A Data Flow

MIAW objects

These core objects are used to manage tasks related to messaging:

Licensing and requirements

1. Available in Lightning Experience only.
2. Available in Enterprise edition for Service Cloud with the Digital Engagement add-on license.
3. Available in Enterprise edition for Sales Cloud with the Sales Engagement add-on license.
4. Available in Unlimited edition for Service and Sales Cloud.
5. The embedded chat setup uses an experience builder or Salesforce site to associate customer users with a guest user profile.

Insights

There is no doubt that MIAW is the future of customer engagement in Salesforce, as it offers some great features, including the following:

1. Converse across channels: Whether social media, web, or mobile apps, MIAW lets you communicate seamlessly across multiple channels.
2. Customizable messaging components: With MIAW, you can personalize conversations by configuring messaging components like forms, questions, and navigation links, making interactions more engaging and effective.
3. Flexible chat button: The ability to show or hide the chat button based on business hours ensures that support is available when customers need it most, optimizing resource utilization and customer satisfaction.
4. Automated responses: MIAW allows you to set up automated responses during conversations, such as post-chat surveys, streamlining communication, and effortlessly gathering valuable feedback.
5. Emoji support and read receipts: By supporting emojis and 'read receipts,' MIAW enhances communication by adding a touch of personality and providing valuable indicators to agents and customers.
6. Chat transcript: Customers can easily save chat transcripts as PDF files, ensuring they have a record of their conversations for future reference or documentation.

Limitations

1. Messaging for in-app and web doesn't support quick text folders.
2. If a customer reloads a browser page, the 'sent,' 'delivery,' and 'read receipts' are lost.
3. Customers can't see previews for attached image files when they select the 'eye' icon to view them during a conversation.
4. Customers can only send and receive attachments up to 5MB.

The downsides of MIAW

1. One area where MIAW could improve is its support for file formats. It does not support Excel or CSV files, which can be essential in certain lines of work.
2. The user cannot copy and paste or drag and drop files. Instead, they must click a 'paperclip' icon and navigate through their files to select the desired file.
3. Once a file is uploaded, the user does not have the option to preview it, which can be frustrating for both customers and agents alike.
4. Another aspect worth mentioning is the absence of a 'sneak peek' feature, which allowed agents to preview the text customers were typing in a legacy chat. While we understand the privacy concerns that led to its removal, it was immensely helpful in preparing agents for incoming queries and improving response times.

Stay connected

Messaging for MIAW in Salesforce offers a comprehensive solution for real-time customer engagement, streamlining communication processes, and enhancing user experience across various channels and platforms.