Seamless messaging on web and mobile for faster, smarter customer service.

Real-Time Support, Right Where You Are

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Get instant, real-time support — right where you are.

Welcome to Messaging Support

Our Messaging In-App & Web (MIAW) solution is built to give you a faster, smarter, and more seamless service experience across desktop and mobile platforms.

What Is Messaging In-App & Web?

Messaging In-App and Web in Salesforce allows you to communicate with users directly on your website or mobile app in real time using automated chatbots or live agents.

How It Works

Here’s how we build a world-class messaging experience:

Embedded & Branded Support

We configure and deploy messaging using Salesforce Experience Cloud and Snap-ins to match your brand and provide a consistent, responsive design across devices.

Smart Pre-Chat Forms

Before connecting your customers with a live agent, we use custom Flow Builder forms to collect key information—helping you understand their needs and route their requests efficiently.

Einstein Bot Integration

Intelligent Einstein Bots handle common questions instantly, offering quick resolutions or escalating to human agents when needed.

Live Agent Handoff

When human help is needed, chats are seamlessly transitioned to our live agents through Omnichannel Routing, ensuring your customers connect with the right person, right away.

Real-Time Monitoring & Analytics

We monitor performance via Omnichannel Supervisor and track engagement with custom Reports & Dashboards, so we can keep improving your support experience.

What You Can Do Here

  • Start a new conversation with support
  • Resume past chats and pick up where you left off
  • Get help instantly from our Einstein Bot
  • Submit a case or request a callback if chat is unavailable

Setting up Messaging In-App & Web using Experience Cloud sites and Snap-ins.

Implemented and managed Salesforce Messaging In-App & Web (MIAW) to enhance real-time customer engagement and streamline support experiences. Key responsibilities included:

1. Creating chat configurations, deployment code snippets, and embedded services deployments for branded, responsive web and mobile experiences.

3. Integrating MIAW with Einstein Bots for intelligent, automated support before agent handoff.

2. Designing custom flows and pre-chat forms using Flow Builder to capture customer context before connecting with agents.

4. Monitoring performance using Omnichannel Supervisor and analyzing user engagement through Reports & Dashboards.

Still Need Help?

If your issue isn’t resolved in chat, you can submit a case or contact us directly.

Contact Support