Messaging for Web rollout is a coordinated project between Salesforce admins and the web team. Plan multi-week effort for snippet integration plus Salesforce-side configuration.
- Confirm Messaging licensing
Messaging for Web is licensed separately. Confirm contract terms with the Salesforce account team.
- Configure Messaging in Setup
Setup, Messaging, configure the deployment for Web. Set up Omni-Channel routing, agent skills, and Service Console layout.
- Build the Einstein Bot
Design the bot conversation: greeting, intent recognition, self-service actions, escalation rules. Test thoroughly before exposing to customers.
- Deploy the JavaScript snippet
Web developers add the snippet to relevant pages. Test the chat widget loads, opens, and connects to Salesforce.
- Configure customer identity passing
For authenticated users, configure the snippet to forward the user ID. Salesforce looks up the matching Contact for agent context.
- Pilot, measure, expand
Launch to a subset of pages or customer cohorts first. Measure deflection rate, customer satisfaction, agent feedback. Expand once baselines exist.
- Messaging for Web replaces Live Agent. Migration from Live Agent is non-trivial; plan a multi-week project.
- The JavaScript snippet must load on every page that should host the chat widget. Missed pages produce missed conversation opportunities.
- Einstein Bot quality drives deflection. A poorly-trained bot frustrates customers and increases escalation volume.
- Messaging licensing scales with conversation volume. Plan capacity for promotional spikes.