Customer service is modernized to allow agents message customers from the Salesforce mobile app. Messaging in the Salesforce Mobile App was in beta in Summer ’24 and is now generally available
Where: This change applies to all enhanced messaging channels and Messaging for In-App and Web
Who: Users with a Messaging User permission set license and the Message on Mobile user permission can message customers in the Salesforce app
Why: Gone are the days of requiring agents to sign in to the agent console to message customers. Some customers work in face-to-face environments like real estate or rideshare where a computer isn’t available, want to be available all the time, even when they’re away from a computer or work in highly regulated industries where they need to use an approved device to have 1:1 engagements with their clients in a compliant way
How: To accept or send messages, agents sign in to the Salesforce app and make themselves available in the Omni widget
