Don’t put your customers on hold. Meet them on their preferred channels - from your website, mobile app, SMS, WhatsApp, Facebook Messenger, Apple Messages for Business, LINE, and more. Effortlessly scale 24/7 support with Agentforce and resolve cases faster by automating answers to common questions and business processes.

Scale real-time communications with bulk text messaging — from order status updates to appointment confirmations and payment reminders. Go from reactive to proactive service by getting ahead of emerging issues (from shipping delays to service outages) with timely alerts and notifications.

Expand your reach by extending the power of Digital Engagement to almost any third-party channel without-of-the-box integrations and APIs.

Turn one-way marketing into two-way conversations on WhatsApp and SMS. Run targeted campaigns that instantly connect engaged customers to AI agents or service reps. Connect marketing and service teams together to deliver a consistent brand experience across every touchpoint.

Accelerate sales cycles with personalized, 1:1 SMS messages that build trust and engagement. Boost speed to lead with automated outreach to schedule meetings, share timely offers, and keep conversations moving. Align sales and service on a unified platform that captures every customer interaction across channels and departments in your trusted CRM.

Turn browsers into buyers with seamless, scalable shopping experiences across every channel—chat, SMS, WhatsApp, and beyond. Elevate the entire shopper journey, from discovery to purchase to post-purchase support, with AI agents that seamlessly escalate to human reps when needed. Drive higher conversions and order value with personalized product recommendations, instant answers to product questions, and targeted upsell opportunities. Enhance self-service by instantly managing warranty claims, processing returns and exchanges, and resolving shipping and delivery issues.

Intelligently route work from any channel to the right person for the most efficient resolution based on skill set, availability, and capacity. Automatically route work items to the most available and qualified queues and service rep to assist customers more effectively and close cases faster.

Boost productivity by giving service reps a unified workspace to manage customer interactions seamlessly across all channels. Use AI to help reps resolve cases faster through intelligent recommendations, smart replies, and streamlined case wrap-ups powered by customer conversations, case details, and knowledge articles.

Optimize performance with real-time dashboards that give supervisors a unified view of contact center operations across AI agents and human reps. Track critical metrics like first call resolution, average handle time, and customer sentiment across all channels. Proactively detect and resolve issues to exceed SLAs and deliver a better customer experience.