Modern businesses rely heavily on real-time communication to build trust, resolve queries instantly, and nurture customer relationships. While customers today are active on multiple channels, SMS and WhatsApp remain the most preferred messaging platforms for fast and direct communication. However, managing communication across multiple apps often becomes inefficient for teams working inside Salesforce.
To overcome this challenge, the Chat UI Component provides a seamless way to send and receive text messages, emojis, media files, and scheduled messages — all within Salesforce. It offers a central platform for users to interact with leads and customers without switching between external tools.
What is the Chat UI Component?
The Chat UI Component is a powerful messaging interface that brings both SMS and WhatsApp conversations together inside Salesforce. Users gain a unified view of their entire communication history, helping them stay on top of every interaction. With automated tracking of delivery reports, channel information, and contact preferences, this solution helps maintain clean and compliant messaging.
Designed with a clean layout and intuitive communication workflow, it ensures that agents, sales teams, and support representatives can manage every conversation faster and more effectively.
Key Features & Capabilities
✔ One-to-One Messaging
Engage with contacts directly via SMS or WhatsApp from Salesforce records. Every message sent is automatically logged for future visibility and compliance.
✔ Rich Communication Options
Send:
- Text messages
- Emojis
- Templates
- Attachments up to 1MB
Media support provides more context and clarity to customer communications.
✔ Personalized Messaging with Merge Fields
Create more human and relevant conversations by inserting fields like customer name, case details, or order information dynamically.
✔ Message Scheduling
Plan and schedule important reminders, payment alerts, appointment confirmations, or follow-ups at a specific future date and time — even when you are offline.
✔ AI Assist for Faster Replies
With AI-powered smart suggestions, users can respond quickly, reduce manual typing efforts, and maintain consistent response quality.
✔ Customizable Branding
Change chat interface colors and branding elements to match your organization’s theme for a more personalized experience.
✔ Complete Conversation Tracking
View:
- Sender details
- Messaging channel (SMS or WhatsApp)
- Time of message
- Delivery status (Sent, Delivered, Failed)
This real-time visibility enhances accountability and performance tracking.
✔ Built-in Opt-in/Opt-out Automation
Supports customer preferences and compliance rules by automatically updating opt-in status and preventing unauthorized messaging.
✔ Role-based Access
Provides controlled access for:
- Admin users – full control & configuration
- Power users – extended messaging abilities
- Normal users – secure access to necessary chat functions
Why Choose the Chat UI Component?
The Chat UI Component eliminates the need for third-party tools and browser switching. It reduces time spent searching messages and improves agent productivity. Teams can handle communication instantly while staying focused on the customer record in Salesforce.
Business Benefits
| Benefit | Outcome |
|---|---|
| Unified messaging in Salesforce | Boosts operational efficiency |
| Personalized communication | Higher response & conversion rates |
| Scheduled messaging automation | Saves time & ensures timely reminders |
| AI-powered responses | Faster handling of customer requests |
| Delivery and channel visibility | Better tracking & reporting |
| Compliance-ready opt-ins | Reduced legal risk |
How It Enhances Customer Experience
Customers appreciate faster, direct responses — whether confirming appointments, checking status updates, or asking product questions. With this unified chat interface, users can respond promptly, ensuring:
- Improved engagement
- Stronger customer trust
- Minimal communication delays
Whether supporting customer requests or managing sales follow-ups, interaction becomes quicker and more meaningful.
A Complete Messaging Hub for Salesforce Teams
With the Chat UI Component, every user gains the power to deliver exceptional communication experiences. It ensures that customer messaging is organized, fully tracked, and aligned with business needs — all from the CRM your team already uses daily.
Upgrade your Salesforce communication strategy and make messaging smarter, faster, and highly personalized with a truly unified chat solution.
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