Salesforce · Service Cloud Digital Engagement

Service Cloud Digital Engagement: Customer Interactions

Service Cloud Digital Engagement lets customers reach your service team on WhatsApp, Facebook Messenger, chat and SMS, while agents answer every conversation from one Service Console. Twopir Consulting sets up those channels and bots in Salesforce and builds the automation behind them for growing, mid-market, and enterprise service teams. Faster responses, cases closed sooner.

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  • 12+ Years
  • 500+ Clients
  • 250+ Deployments
  • Salesforce Partner
Digital Engagement Map
WHERE CUSTOMERS REACH YOU WhatsApp Customer care · Notifications Facebook Messenger Messages to your Facebook page Live Chat SMS Web & In-App TWOPIR DIGITAL ENGAGEMENT LAYER Channels WhatsApp · Messenger Chat · SMS setup Bots Routine requests Pre-chat details Automation Routing · Hand-offs Complex case handling ONE SERVICE CONSOLE · EVERY CHANNEL · INSIDE SALESFORCE 2πr SERVICE OUTCOMES Faster Replies Reduced service response time Cases Closed Less time to close cases Loyal Customers Higher satisfaction and loyalty SET UP · AUTOMATE · ROUTE · RESOLVE

Trusted by 500+ organizations — including service teams that answer customers on every digital channel from Salesforce with Twopir Consulting.

Mitratech
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Spinify
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What We Set Up

  • Salesforce Partner
  • Service Cloud
  • WhatsApp
  • Facebook Messenger
  • Live Chat
  • Einstein Bots
  • SMS
  • Service Console
Service Cloud

What is a Service Cloud?

With Service Cloud, you can choose how your customers reach you: by email, phone, social media, online communities, chat, text, and more. To keep your customers satisfied when they do contact you, Service Cloud makes sure that your agents have all the tools they need to respond efficiently to customer questions and requests. Service Cloud boosts agent productivity, allows communication on multiple channels, and supports solving issues in the field.

  • Email
  • Phone
  • Social Media
  • Online Communities
  • Chat
  • Text
Digital Engagement

What is Digital Engagement?

Digital Engagement is a term that describes how companies engage with customers across all digital touchpoints, while providing a consistent customer experience. Typically, a customer's journey includes marketing, selling, and servicing in a way that lets them switch between multiple channels without interrupting a positive experience.

  1. Marketing
  2. Selling
  3. Servicing
Features

Digital Engagement in Service Cloud

Four Digital Engagement features in Service Cloud, and what each one does for your customers and your agents. Twopir Consulting sets them up inside your Salesforce org.

01 WhatsApp

Customers can communicate with your support agents using WhatsApp in Messaging. They can message your company from the WhatsApp messaging app, and agents can reply from the Service Console. We have set up the WhatsApp channel. WhatsApp is a messaging application that is used by more than 1.5 billion people in over 180 countries. WhatsApp Business allows users of the WhatsApp messaging app to communicate with a business. There are two ways a business can interact with its customers.

  • Customer Care Interactions: customer-initiated conversations that require a response from an agent within 24 hours.
  • Notifications: business-initiated, pre-approved, templated messages that can be sent at any time.

02 Facebook Messenger

Customers communicate with support agents using Facebook Messenger. Customers use Facebook Messenger to send messages to your company's Facebook page, and agents can reply from the Service Console.

  • We have set up a Facebook Messenger channel by authenticating Facebook.

03 Live Chat

Live chat helps your customers start live, in-app or online chats with your agents while they're browsing your website. Agents can quickly respond in the console.

  • You can scale your support with AI-powered chatbots to answer routine questions or redirect to the right agent.

04 Einstein Bot

Build and manage Einstein Bots to ease the load on your service agents. Bots can handle routine requests and free your agents to handle more complex issues.

  • Bots can also gather pre-chat information to save your agents time.
Platform Update · October 2026

What has changed in Salesforce messaging

The channels above are still how customers reach a Salesforce service team, but several names and products have moved on. Today Salesforce Messaging covers Enhanced Chat, WhatsApp, Facebook Messenger, SMS, Apple Messages for Business, LINE and bring-your-own channels, and service reps still answer them in the Service Console. This is where each feature on this page stands now, and what it changes for your setup.

Checked against Salesforce Help and Meta's WhatsApp Business Platform documentation in October 2026. Sources are listed below the table.
On this pageWhere it stands nowWhat it means for your setup
Service Cloud Digital EngagementSalesforce now markets Service Cloud as Agentforce Service. Since February 23, 2026, Messaging is sold through the existing Digital Engagement add-on or the new Agentforce Contact Center Digital add-on, which bills with message credits.Which add-on you license decides how messaging is billed, so we settle it before any channel is built.
Live ChatSalesforce retired legacy Chat on February 14, 2026. Its replacement is Enhanced Chat, called Messaging for In-App and Web until mid-2025.New web and in-app chat is built on Enhanced Chat. An org still configured for legacy Chat needs a move to Enhanced Chat.
Einstein BotEinstein Bots entered Maintenance Mode on August 17, 2026. Existing bots stay supported but get no new features, and Salesforce recommends Agentforce Service Agent for new builds.We keep working bots running and scope new bot work on Agentforce AI agent development.
WhatsAppMeta now calls the 24-hour reply period the customer service window, and business-initiated messages template messages, in marketing, utility and authentication categories. WhatsApp has charged per message since July 1, 2025, and Meta now reports more than 3 billion users in over 180 countries.Template categories and message costs are planned together with the channel, not after go-live.
Facebook MessengerStill a supported Salesforce Messaging channel. A rep has up to seven days to reply to a customer's message, and Salesforce encourages a reply within 24 hours.Routing and staffing are set so Messenger conversations get answered inside the day.

Sources: Salesforce Help on Messaging channels and licensing, replacing legacy Chat, Einstein Bots maintenance mode and Facebook Messenger considerations; Meta's WhatsApp Business Platform messaging and pricing documentation, and Meta's About WhatsApp page.

How Twopir Helps

How we can help

We work with growing, mid-market, and enterprise organizations that need help with complex CRM implementations, integrations, and business system challenges. For a service team moving onto digital channels, that help covers six things.

Channel setup

We help in setting up WhatsApp, Facebook Messenger, Live chat and Einstein Bot with Salesforce.

Automation for complex issues

We help in building automation and in handling complex issues efficiently.

Faster service response

Help in reducing service response time.

Faster case closure

Help in reducing time to close cases.

Alternatives to voice calls

Added faster alternatives to voice calls with SMS, messaging, and chat.

Agents freed up

Free up agents with automation and AI to deliver better service.

Results

The results service teams see

Increase Customer Satisfaction and Loyalty.

Reduce Service Response Time.

Reduce Time to Close Cases.

Increase the rate of services and deliver better service.

Conclusion

One omnichannel platform, inside Salesforce

Service Cloud Digital Engagement provides a comprehensive, omnichannel platform that enables businesses to interact with customers efficiently and effectively. It boosts customer satisfaction through quick response times, personalized service, and seamless transitions between communication channels, all within Salesforce's ecosystem.

Common Questions

Digital Engagement questions, answered plainly

Service Cloud Digital Engagement is the Salesforce capability that lets customers reach your service team on digital channels such as WhatsApp, Facebook Messenger, chat and SMS, while agents reply to every conversation from the Service Console. It gives businesses one omnichannel platform for interacting with customers, within Salesforce's ecosystem. Since February 2026 Salesforce also sells Messaging through the Agentforce Contact Center Digital add-on, alongside the Digital Engagement add-on.

We set up WhatsApp, Facebook Messenger, chat and Einstein Bots with Salesforce, and SMS and messaging as faster alternatives to voice calls. Web and in-app chat is now built on Enhanced Chat, which replaced legacy Chat when Salesforce retired it on February 14, 2026. We also build the automation that routes conversations and handles complex issues.

Customers message your company from the WhatsApp app, and agents reply from the Service Console. A customer-initiated conversation opens a 24-hour window for agent replies, which Meta now calls the customer service window. Outside that window a business sends pre-approved template messages, which Meta groups into marketing, utility and authentication categories.

Existing Einstein Bots keep working, but Salesforce put them in Maintenance Mode on August 17, 2026: they get no new features, and Salesforce recommends Agentforce Service Agent for new builds. We keep current bots running and scope new bot work, such as answering routine questions and gathering pre-chat information, on Agentforce.

The aims are higher customer satisfaction and loyalty, shorter service response times, less time to close cases, and a higher rate of service. Bots and automation take routine requests, so agents have more time for complex issues. How far each one moves depends on your channels, volumes and current process, which we review before setup.

We help growing and mid-market companies solve complex CRM, integration, and business system challenges, and we work with enterprise organizations on the same problems at greater scale. Twopir Consulting is a Salesforce Partner with 12+ years of delivery and 500+ clients.

Next Step

Bring every conversation into one console

A first conversation covers the channels your customers already use, how your agents work today and where response times slip: enough to say which Digital Engagement channels and bots fit, and what setting them up in your Salesforce org would take. No obligation to proceed.

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