NiCE Digital messaging in the Salesforce Voice omni-channel widget

The Enhanced Omni-Channel widget lets agents in the CXone Agent app for Salesforce Voice handle NiCE Digital messaging conversations (chat, SMS, WhatsApp, and Facebook Messenger) alongside voice calls, in a single workspace. NiCE's routing engine delivers each digital interaction to the widget so agents can review session details, reply, transfer, and close conversations without switching between tools. When a customer sends a message through a NiCE Digital channel, Omni-Channel routing delivers it to an available, qualified agent's Inbox, based on real-time skills and capacity.

Review a messaging session

  1. Open a messaging session record.

  2. On the Conversation tab, review the message thread, and use the Reply to message field to respond to the customer.

  3. Click Send icon.

  4. Click the Details tab to review session metadata.

Transfer a conversation

  1. In an open messaging session, click the Transfer icon, above the reply field.

  2. In the Transfer Conversation dialog, use Search to find a transfer destination.

  3. Click Transfer, or click Cancel to close the dialog without transferring the conversation.

Create a quick text reply

  1. In an open messaging session, click the Quick Text icon, above the reply field.

  2. Click Create Quick Text.

  3. On the New Quick Text page, enter a Quick Text Name.

  4. In the message field, enter the reply text.

  5. Under Category, choose a category, for example, Greetings.

  6. Under Channel, confirm Messaging is listed under Selected.

  7. Click Save.

Attach a file to a conversation

  1. In the chat window, click the Attachment icon.

  2. Do one of the following:

    • Click Upload Files and select a file from your computer.

    • Drag and drop a file into the upload area.

  3. Click Next.

  4. In the Link Expiration Date box, set the date after which the customer can no longer access the file. Do one of the following:

    • Select a date from the calendar.

    • Type a date directly in the date field.

  5. Click Insert.

  6. Click Send.

End a chat session

  1. In an open messaging session, click the dropdown arrow next to End Chat.

  2. Choose Customer Inactive to end the session because the customer stopped responding, or choose Refresh to refresh the conversation.