Implementing Salesforce Chat or third-party chat

Deciding when to chat leveraging native Chat capabilities instead of third-party solutions is going to need some consideration. It may seem intuitive to say “Use the free one,” but not so fast. It really comes down to what you are trying to accomplish and what your plans are to integrate with AI tools and third-party analysis tools. The world of AI can be complex and hard to navigate, especially when it can communicate directly with your customers. It can be daunting to think about how to train AI to sound like your brand while being factual and helpful.

Let’s start with the basics of Salesforce Chat. The biggest draw is that you have very little work to do to integrate it into your website or your Experience Cloud site. It integrates with Service Cloud cases seamlessly, and it acts as a centralized intake engine for your service team’s workflow. In addition, you will be able to leverage the omni-routing...