LiveMessage for Partners

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Mobile messaging is the preferred method of contact for today’s ultra-connected, mobile customers. And now it’s the easy, cost-effective way for you to deliver a faster, smarter, more personalized conversation too. With Salesforce LiveMessage — formerly known as the company HeyWire — mobile messaging is ready to become a cornerstone of your customer service strategy. Salesforce LiveMessage provides 2-way SMS & OTT mobile messaging for Service Cloud contact center agents to engage with customers in real-time text conversations with automated workflow.

As a Salesforce Partner, please review the content below, including the Service Cloud LiveMessage Demo (see "Media"), the What You Need to Know to engage with our Salesforce Team, additional Resources, and an FAQ.

Additional questions? Engage with us in the LiveMessage for Partners Group.

What You Need to Know

  • Revolutionize customer service with Salesforce's mobile messaging app, LiveMessage
  • Salesforce LiveMessage provides SMS text chat, campaigns and automated workflows for customer service, and is seamlessly integrated with Service Cloud
  • Install the LiveMessage application
  • Collaborate with our Salesforce Team and other partners in the LiveMessage for Partners Group

Sales and Implementation Resources

 Resource
Audience
 Description
Product DemoAll Product demo of LiveMessage features and capabilities 
Product Page (Public Site)All Understand positioning from the main www.salesforce.com site
Developer Resources Developers, PM LiveMessage is compatible with Lightning Experience
Customer TestimonialSales, MarketingUse Customer Testimonials to validate the value proposition of LiveMessage
New! LiveMessage App (4.11 now available!)All Revolutionize customer service with Salesforce's mobile messaging app
New! LiveMessage Admin GuideSystem administrators This guide is intended for Salesforce system administrators installing and configuring LiveMessage in a Salesforce instance
New! LiveMessage Resources & Training All Access Documentation and Basic Admin Training Videos

Frequently Asked Questions (FAQ)

Q: Some of the assets require me to log in to the Partner Community?
A: Yes, many resources are available on other sites, but some of the assets require a Partner Community login. Go to http://p.force.com/signup for access details. 

Q: What are the features of LiveMessage?
A: The features of LiveMessage are as follows: 

  • Enables landline texting to office & 800 numbers
  • Integrate SMS texting with custom workflows with Lightning Process Builder
  • Seamlessly adds 2-way conversational texting channel 
  • Standard SMS text messages - no customer app needed 
  • Sync & log text chat with leads, contacts, person accounts 
  • Bulk SMS text messaging campaigns & lead nurturing 
  • Initiate outbound texts, better than live chat 
  • Automate appointment reminders, notifications, interactive text response (ITR), text-to-case 
  • Omni-Channel integration for smart routing 
  • Capture data for customer feedback & analytics 
  • Support multiple, simultaneous, two way texting chat sessions 
  • Picture messaging or MMS to send/receive customer photos 
  • Complete SMS text solution, no other app or subscriptions required 
  • Business-class text platform; over 8 billion texts & counting 
  • Add a click-to-text feature to your website 
  • Compatible with Service Cloud & Lightning
Q: I heard about Facebook Messenger for LiveMessage. Is this available?
A: Yes! This is now generally available. All LiveMessage features are supported for Facebook Messenger. These include:
  • Associate Facebook pages with LiveMessage and start having Facebook Messenger conversations in the LiveMessage console 
  • Grant specific LiveMessage access to specific Facebook pages
  • Locate all standard and custom objects that match a Facebook Messenger User’s name automatically when a Messenger session is accepted
  • Send and receive text, photos and emoji’s
  • Link Facebook Messenger conversation with standard and custom objects
  • View transcripts in activity records for linked objects 
  • Configure Service Cloud bots with LiveMessage’s LMR (LiveMessage Response) system (please visit the LiveMessage Admin Guide for more info)
  • Send automated auto-response, session start, session end, ‘no users available’ and offline messages 
  • Pop new record subtabs after a session is accepted 
  • Display tab color changes based on critical alert time 
  • Reuse Facebook Messenger sessions 
  • Route Facebook Messenger sessions using Omni-channel 
  • Performance and stability improvements. These include: 
    • A re-architected message delivery infrastructure for improved reliability, messages sent rapidly to LiveMessage are now correctly sequenced
    • A fix for issues related to the 101+ SOQL governor when 10+ messages are sent simultaneously using LiveMessage’s automated messaging capability, batches up to 200 messages are now fully supported
  • All agent / admin facing copy and UI have been re-branded to “LiveMessage”
  • Numerous pro-active security fixes and patches

Q: Does LiveMessage have a Certification that would count towards the overall Consulting Partner Trailblazer Score?
A: Not at this time. Reference Salesforce Certifications for Partners for updates.

Q: How can we access the LiveMessage application?
A: Install the app here.

Q: What should I do if I have additional questions around LiveMessage?
A: Engage with us in the LiveMessage for Partners Group.