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Mar 19, 2021

[24]7 Assist for Salesforce Unites Leading CRM + Agent Console

Emil Xavier
Emil Xavier

Product Manager, [24]7 Assist

[24]7 Assist for Salesforce Unites Leading CRM + Agent Console

Enterprise agents spend roughly one-third of their workday toggling between their conversation consoles and Salesforce.com CRM systems. That is a lot of wasted time for agents—and for companies and customers.

We have a fix. Boost agent productivity, and drive more personalized interactions, with the [24]7 Assist for Salesforce widget.

This integration widget unites your Salesforce Service Cloud and [24]7 Digital Assist™—the unified, AI-powered console that’s integral to the [24]7 Assist™ product suite. It provides a 360-degree, single-console customer view, giving agents one-stop access to customer information to reduce wasted time by up to 25 percent.

Do you have three minutes to spare? Watch this [24]7 Assist for Salesforce video.
 

Salesforce CRM + Console Widget Features

[24]7 Assist for Salesforce, available on the Salesforce AppExchange, brings together our industry-leading, AI-powered [24]7 Digital Assist console and the world’s leading CRM platform. Enable your Salesforce Service Cloud Lightning instance with [24]7 Assist chat widget capabilities, deeply integrated in the Salesforce Service Cloud.

The [24]7 Assist for Salesforce widget is a minified avatar of the [24]7 Digital Assist agent console. Its advanced features include:

  • A unified console for live chat and multiple messaging channels
  • Composer tools to enhance content by hyperlinking, bolding, or changing case
  • Contextual, customizable information on customers, including details of visited web pages
  • Chat history for returning customers
  • Ability to collaborate with customers and resolve issues faster with co-browse/co-view sessions
  • Active cards to collect data in a structured and secure form; initiate by typing commands in compose area 
  • Smart Responses for faster replies, accessed through commands
  • Standard wrap-up form to collect agent feedback
  • Agent and customer nonresponsive timers and indicators
  • Chat transfer to queue or agent
  • Ability to email chat transcripts to customer

This integration is more than just the best [24]7 Assist agent platform available; the deep integration with Salesforce CRM systems empowers agents by providing:

  • Automated searching and opening of customer profile based on customer context information from chat, irrespective of the Salesforce object used to store customer profiles
  • Automatic opening of configurable work objects to record the agent/customer interaction and associate it to a customer profile, if identified
  • The ability to switch between work objects in the background while switching chats in the [24]7 Assist for Salesforce widget
  • Alerts for new chats assigned while the [24]7 Assist for Salesforce widget is minimized
  • Automated transcript push to work object when the chat is completed

 

Two Salesforce CRM Integration Options

Your choice: Either integrate Salesforce CRM as a widget within the [24]7 Digital Assist agent console, or embed the [24]7 Digital Assist agent console as a widget within the Salesforce Service Cloud.

Assist + SalesforceAssist + Salesforce

 

Take the Next Step

[24]7.ai is committed to delivering the best customer and agent experience. [24]7 Assist for Salesforce enables your digital agents to deliver a wow experience to customers in omnichannel digital conversations.

Check out the [24]7 Assist for Salesforce page on the Salesforce AppExchange.

Visit our CRM Integrations with [24]7 Digital Assist page

And, of course, watch our [24]7 Assist for Salesforce video.

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