Unified Routing for Salesforce Digital Channels

Salesforce (SF) Digital Chat enables real-time customer communication through CXone external routing. Customer chats initiated on Salesforce native digital channels are routed through the NiCE CXone routing engine and delivered to available agents within the Agent Workspace for Salesforce Voice. This allows agents to handle both voice and digital interactions from a single, unified interface.

This feature supports Salesforce native digital channels only.

Prerequisites

Before you can handle digital chats, make sure the following requirements are met:

  • You have access to the Salesforce UI and are logged in.

  • Your presence status has Messaging enabled.

  • CXone external routing is configured for your organization.

  • Queues are mapped with the correct ACD Skill IDs.

  • The required channels (for example, Web Chat, WhatsApp, or Facebook Messenger) are enabled.

Handling Digital Chats as an Agent

Salesforce Digital Chat lets you communicate with customers in real time through digital messaging channels. When a customer starts a chat, CXone external routing automatically assigns the chat to an available agent. A messaging session is created, and you can respond to the customer directly from the chat window in Salesforce.

Supported Channels: You can handle chats from the following digital channels:

  • Web Chat (Enhanced Chat Portal)

  • WhatsApp

  • Facebook Messenger

  • LINE

  • Apple Business Chat

Accepting and Handling a Chat

  1. Log in to Salesforce.

  2. Set your status to Available.

  3. When a customer initiates a chat, the CXone routing engine assigns the chat to you based on your skills and availability. A messaging session is created.

  4. Open the assigned chat.

  5. Type your message in the chat window.

  6. Click Send.

Sharing Files in Chat

Agents can exchange files during a chat session. Supported file types include:

  • Text files (.txt)

  • Word documents (.doc, .docx)

  • PDF files (.pdf)

To share a file:

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

    The file upload dialog box appears.

  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.

    The file insert dialog box appears.

  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.

Transferring a Chat

You can transfer an active chat to another queue or to a specific agent. When you transfer at the queue level, the chat is routed based on the skills configured in the ACD. When you transfer at the agent level, the chat is assigned directly to the agent you select.

Chats can be transferred at two levels:

  • Queue-Level Transfer

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

    The Transfer Conversation window opens.

  2. Click the dropdown next to the search bar and select Queue.

    Choose the target queue from the list.

  3. Select the queue you want to transfer the chat to.

    The chat is routed to an available agent in the selected queue based on the ACD skill configuration..

  4. Click Transfer.

  • Agent-Level Transfer

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

    The Transfer Conversation window opens.

  2. Click the dropdown next to the search bar and select Agent.

  3. Select the agent you want to transfer the chat to.

    When you transfer a chat, the full conversation history is carried over to the receiving queue or agent. The customer does not need to repeat any information.

  4. Click Transfer.