Channels

• Start messaging sessions in Messaging.
• Use agent-to-agent calls for faster communication in Service Cloud Voice.
• Display your Terms and Conditions before initiating chats.

Email

• The transition of Service Email to the Lightning Editor continues. Ref ID formats are changing.

Messaging

• Initiate proactive messaging sessions.
• Support right-to-left languages in the conversation window.
• Collect sensitive customer information securely with forms.
• Use Lightning Web Components to customize the pre-chat experience.

Voice

• Boost agent productivity by viewing sentiment insights.
• Enable supervisors to listen in on calls.
• Keep business operations running smoothly during outages.
• Simplify customer support for Service Cloud Voice with Amazon Connect.

Open CTI

• Google’s phasing out of third-party cookies may affect Open CTI implementations.

Social Media

• The Social Customer Service Starter Pack is retiring.

Chat

• Ask customers to accept Terms and Conditions before chatting.

Channel Tools

• Individual-Object Linking replaces Channel-Object Linking, offering expanded capabilities in flows.
• Conversation Transcript Export can now be downloaded multiple times in both active and expired Salesforce orgs.

Email Updates

• Transition to the Lightning Email Editor for Email-to-Case (Beta).
• Enhanced Quick Text supports new channels and large repositories of text.
• Ref ID format for email threading has changed—test custom code for compatibility.
• Eliminate duplicate email links in Case Files and Attachments.

Messaging Enhancements

• Enhanced Apple Messages for Business allows customers to message directly in Apple’s app.
• Send automated notifications in enhanced WhatsApp channels and Messaging for In-App.
• Initiate conversations in enhanced channels from any record.
• Upgrade to Enhanced WhatsApp from a standard channel or external provider.

Voice Improvements

• Support sentiment analysis for agent training.
• Enable disaster recovery for Amazon Connect instances.
• Track Voice performance with new metrics and sample reports.
• Resolve setup issues with self-service checks.

Social Media

• Social Customer Service Starter Pack is retiring on November 16, 2024.

Chat Updates

• Terms and Conditions can now be shown in pre-chat for greater transparency.
• Popup and banner messages encourage adoption of Messaging for In-App and Web as legacy Chat transitions to maintenance mode.

Other Channel Tools

• Individual-Object Linking allows agents to view record details related to active conversations.
• Conversation Transcript Export now supports multiple downloads in active and expired Salesforce orgs.

These updates enhance the messaging, email, voice, and chat experiences, streamlining agent workflows, improving customer interactions, and providing greater customization.