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Salesforce Releases Texting Customer Service Chatbot

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Salesforce released LiveMessage, a chatbot that lets enterprise users engage customers through messaging apps such as Facebook Messenger, SMS, or MMS directly within its Service Cloud.
Salesforce Releases Texting Customer Service Chatbot
Service agents can respond to customers on Facebook Messenger after accessing their records, for example, and the conversation automatically is appended and can be resumed later if necessary.
Businesses can add messaging capabilities to their existing toll-free customer service phone numbers and be up and running on Facebook Messenger and SMS, or both, within a day, Salesforce said.

There's a thriving ecosystem of bots built by third-party companies to do things like troubleshooting common product problems, or answer basic questions about store locations and hours, Salesforce said.
Its open, API-first platform lets companies easily connect existing bots using the LiveMessage API for a third-party bot.
Third-party bots are similar to Service Cloud Bots: Simple requests are handled automatically through the customer's preferred messaging app, and complicated requests are sent to the agent best able to respond.
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