The rollout is a coordinated project between Salesforce admins and the mobile app development team. Plan multi-week effort for the SDK integration plus the Salesforce-side configuration.
- Confirm licensing
Messaging for In-App is licensed separately. Confirm contract terms with the Salesforce account team.
- Configure Messaging in Salesforce Setup
Setup, Messaging, configure the deployment for In-App. Set up Omni-Channel routing, agent skills, and the Service Console layout.
- Build the Einstein Bot if needed
Design the bot conversation: greeting, intent recognition, self-service actions, escalation rules. Test the bot thoroughly before exposing to customers.
- Integrate the SDK in the mobile app
App developers add the iOS and Android SDKs. Configure with the Salesforce org details and place the entry-point UI.
- Wire push notifications
Configure push notification delivery so customers get notified of agent replies when the app is closed.
- Pilot with a customer cohort
Launch to a small group of customers first. Measure deflection rate, customer satisfaction, and agent feedback. Expand once baselines exist.
- Messaging for In-App requires SDK integration in the mobile app. Coordinate with the mobile dev team early; this is not a Salesforce-only configuration.
- Push notifications need careful design. Misfiring notifications damage trust faster than missing them.
- Einstein Bot quality is the main driver of deflection rate. A poorly-trained bot frustrates customers and increases escalation volume.
- Messaging licensing scales with conversation volume. Budget carefully; viral spikes can exceed the contract.