Messaging Studio

What is Messaging Studio?

Messaging Studio is an incredible tool that revolutionizes customer engagement by providing a unified live and digital agent workspace for popular social and messaging services. With Messaging Studio, businesses can seamlessly interact with customers across various channels, streamlining the entire customer journey. The intuitive interface of Messaging Studio empowers customer-facing teams to deliver personalized experiences and resolve issues efficiently. Whether it's managing messages from Instagram, Review Channels, TikTok, Support Emails, or more, Messaging Studio ensures that no message goes unnoticed.

When it comes to optimizing contact centers, Messaging Studio takes the lead with its AI-powered chatbots. These chatbots, powered by Einstein Bots, are a game-changer in qualifying customer information, handling common inquiries, and deflecting calls before agent handoff. The rich features of Messaging Studio's chatbots, including images, carousels, emojis, scheduling, location sharing, and automatic two-way translation of messages, enhance the customer experience and streamline customer support. By using Messaging Studio, businesses can elevate their contact centers to new heights of efficiency and effectiveness.

Furthermore, Messaging Studio facilitates conversational commerce on Salesforce, turning conversations into sales effortlessly. By empowering agents to provide product recommendations and enabling customers to buy within the message thread, Messaging Studio drives new monetization opportunities. Asynchronous messaging capabilities allow agents to proactively engage with customers, re-ignite interest, and provide post-sale support. With Messaging Studio, businesses can create seamless, engaging, and personalized conversational commerce experiences that boost sales and customer satisfaction.

Messaging Studio Features

Messaging Studio: Unified Agent Workspace

Messaging Studio is a powerful feature that offers a unified live and digital agent workspace for popular social and messaging services. It allows agents to manage customer conversations seamlessly across various channels within Salesforce.

• Agents can view and respond to messages from different channels like social media, messaging apps, and emails all from a single interface.
• They can easily switch between conversations, access customer data, and provide personalized responses without switching between multiple dashboards.
• Agents can collaborate with team members, escalate issues, and manage customer inquiries efficiently.

Messaging Studio: AI-Powered Chatbots

Messaging Studio includes AI-powered chatbots that help resolve customer issues faster and streamline the support process. Using Einstein Bots, agents can qualify customer information, handle common inquiries, and deflect calls before escalating to a live agent.

• Einstein Bots can automatically respond to customer queries, recommend relevant products or services, and provide proactive support based on predefined workflows.
• The chatbots offer rich features like images, carousels, emojis, scheduling, and location sharing to enhance the customer experience.
• Messages can be translated automatically in real-time, facilitating seamless communication with customers in multiple languages.

Messaging Studio: Omnichannel Message Management

Messaging Studio enables businesses to unify their messaging efforts across various channels and ensure that no customer message goes unanswered. It allows for designing multi-channel experiences from a single view, offering a seamless omnichannel management solution.

• Businesses can engage with customers on platforms like Instagram, review channels, TikTok, support emails, and more, all from within Salesforce, streamlining communication and enhancing customer engagement.
• Agents can track and manage conversations across different channels, ensuring a consistent and cohesive experience for customers regardless of the platform they use to interact.
• The feature facilitates asynchronous messaging, allowing agents to reach out proactively to customers, re-engage them, and provide continuous support throughout the customer journey.

How to Use Messaging Studio?

• Visit the Messaging Studio webpage at 1440.io.
• Log in using your Salesforce credentials to access Messaging Studio.

• Navigate to the 'Messaging Studio' tab in the dashboard.
• Click on 'Add Channel' to integrate social media platforms such as Facebook, Instagram, or TikTok.
• Follow the prompts to authenticate each channel you wish to integrate.

• Go to the 'Bot Management' section in Messaging Studio.
• Click on 'Create New Bot' and select 'Einstein Bots'.
• Configure your bot to handle common inquiries, including options for images, carousels, and emojis.
• Enable automatic two-way translation to manage multi-language communications.

• In Messaging Studio, navigate to 'Experience Designer'.
• Use the drag-and-drop interface to design conversational flows.
• Ensure to set triggers and responses for different channels such as SMS, email, and social media.

• Access the 'Conversation Manager' in Messaging Studio.
• Monitor and respond to incoming messages from a unified dashboard.
• Use the customer data and order history available to personalize responses.

• Navigate to 'Commerce Studio' within Messaging Studio.
• Enable agents to provide product recommendations directly in customer conversations.
• Set up 'Buy Now' options within messages to facilitate instant purchases.

• Go to the 'Automation' tab in Messaging Studio.
• Set up automation rules to handle frequently asked questions and repetitive tasks.
• Assign more complex issues that require human intervention to agents.

• Open the 'Analytics' section in Messaging Studio.
• Review key performance indicators such as response times, resolution rates, and customer satisfaction scores.
• Generate reports to share insights with your team and optimize processes.

• Regularly review and update the settings in Messaging Studio.
• Ensure all integrated channels and bots are functioning as expected.
• Keep your customer data up to date to maintain the efficiency of your personalization efforts.

Messaging Studio Frequently Asked Questions