Set Up a Messaging Channel

Learning Objectives 

After completing this unit, you’ll be able to:

• Explain the capabilities of Salesforce Messaging Integration.
• Create a Facebook messaging channel in Salesforce Service Cloud.

About the Hands-On Practice

The hands-on, practice steps in this module are optional. To complete the steps, you need a Facebook account and a Facebook page. Find out more in the Messaging Channel Setup section. 

If you don’t have a Facebook account, not to worry. You can still complete the module and earn the badge. In this case, just read along when you come to a set of steps to learn how to set up Salesforce Messaging.

Survey Responses Drying Up for Ursa Major

As a customer-centric company, Ursa Major Solar, Inc., has always prioritized customer satisfaction. The renewable energy player relies heavily on the Salesforce Platform for customer communication, an integral part of the sales and service regimes. The support agents email Customer Satisfaction Score (CSAT) surveys to customers after every interaction to capture feedback data for analysis. 

But there’s a catch: Customers often delay their responses or worse, never complete the survey. This has troubled Carlos Sanchez, the support team lead, for quite some time now.

Carlos turns to Maria Jimenez, the superstar systems admin and Ursa Major’s go-to person for all Salesforce needs.

Maria, after lending a careful ear to Carlos, offers a fix, the messaging integration feature of Salesforce Feedback Management. This Salesforce Service Cloud capability supports multiple service channels, including Facebook, WhatsApp, and SMS, to send surveys to customers.

So how does it work? Whenever a customer interacts with the support team on their preferred channel, such as Facebook Messenger, a service agent responds from the Service Console. In this way, the team meets the customer where they are to communicate fast. At the end of the conversation, the customer automatically gets a link to a CSAT survey on the same channel. They’re more likely to complete the survey because it’s part of the messaging session. With this feature, Carlos and his team can boost response metrics and gain valuable customer insights.

Salesforce Messaging Integration in Action

Let’s look at a business scenario. A customer uses Facebook Messenger to inquire about the installation schedule of the solar set they recently purchased from Ursa Major. A service agent receives an alert for the incoming message on her Service Console. She chats with the customer and shares the installation date. After addressing all concerns, the agent presses the End Chat button. The customer immediately receives a survey link in the chat window. The moment of truth: Will they or won't they give feedback on the interaction?

Want to Get Hands-On with Salesforce Feedback Management?

In this module, we show you the steps to set up messaging channels in Salesforce Feedback Management. We don’t have any hands-on challenges in this module, but you can practice and try out the steps. To do so, you need a special Developer Edition org that contains Salesforce Feedback Management and our sample data. A regular Trailhead Playground doesn’t have messaging integration or our sample data. Here’s how to get the free Developer Edition now.

1. Sign up for a free Developer Edition org with Salesforce Feedback Management.
2. Fill out the form.
   1. For Email, enter an active email address.
   2. For Username, enter a username that looks like an email address and is unique, but it doesn't need to be a valid email account (for example, yourname@test.com).
3. After you fill out the form, click Sign me up. A confirmation message appears.
4. When you receive the activation email (this might take a few minutes), open it and click Verify Account.
5. Complete your registration by setting your password and challenge question.
6. You are logged in to your Developer Edition.

Messaging Channel Setup

To complete the hands-on practice, you need a Facebook account and a Facebook page for which you’re the administrator. For guidance, go to the Facebook Help Center.

For a start, Maria decides to create a Facebook Messenger channel. Messenger is a favorite with Ursa Major’s customers for reaching out to the service team. Later, she can add messaging for the other popular channels, like SMS and WhatsApp. Ursa Major Solar already has a Facebook account set up, so Maria creates a Facebook page to use for the messaging setup.

Optionally, you can complete these steps in your special Developer Edition org. Otherwise, just read along.

1. Log in to your Facebook account, and create a new Facebook page to use for this badge.
2. In your Developer Edition org, click  and select Setup.
3. Enter messaging settings in the Quick Find box, and then select Messaging Settings.
4. Enable Messaging.
5. Click New Channel.
6. Click Start.
7. Select Facebook Messenger.
8. Select Standard 
9. Click Authenticate Facebook.
10. Enter the Facebook username and password and click Log In. Make sure you use your own Facebook credentials, and proceed through any authentication prompts as needed.
11. Select the page you want to receive messages from. This may be an existing Facebook page or a new one you created.
12. Click Next.
13. For Chat Acknowledgment, enter: Thanks for messaging us. An agent will be with you shortly.
14. Click Next.
15. Select Stop the setup flow and manually connect to a queue or Omni-Channel flow.
16. Click Next.
17. Click Done. You see the page you added in the Channel Name list.

With the messaging channel set up, Maria has one last step, which is to configure a survey. This way, Carlos’ team can send survey invitations through Facebook Messenger. 

Resources

• Trailhead: Set Up the Lightning Service Console
• Trailhead: Omni-Channel for Lightning Experience
• Salesforce Help: Create a Facebook Messenger Channel in Messaging