LiveMessage User Guide
Salesforce, Spring ‘18
@salesforcedocs
Last updated: April 4, 2018
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© Copyright 2000–2018 [Link], inc. All rights reserved. Salesforce is a registered trademark of
[Link], inc., as are other names and marks. Other marks appearing herein may be trademarks of
their respective owners.
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CONTENTS
Audience 5
Resources 5
Glossary 5
LIVEMESSAGE FOR AGENTS 7
Getting Started with LiveMessage 7
Open the LiveMessage App 7
Set Your LiveMessage Status to Receive Message Notifications 7
Enable Web Browser Notifications for Inbound Messages 8
View the LiveMessage Notification Bar 9
LiveMessage Agent Message Queue 9
Expand or Collapse the Agent Message Queue 10
Preview Messages in the Agent Message Queue 10
Resize the Message Session Pane in Your Browser 10
Correspond with Customers in LiveMessage 11
Accept a LiveMessage Session 11
Respond to a Message 12
Insert Quick Text into a Message 13
Send an Image in a Message 13
Request an Image in a Message 14
Link a LiveMessage Session to an Account, Contact, Case, Lead, or Opportunity 15
View Details About the Text Recipient 16
End a LiveMessage Session 17
View Past LiveMessage Sessions and Salesforce Records 17
Send an SMS Text Message or a Facebook Messenger Message from a Salesforce Record 17
LIVEMESSAGE FOR MANAGERS 19
Access the LiveMessage Admin App 19
Assign Agents to Phone Numbers 19
Configure How Related Salesforce Records Are Displayed to Agents 20
Configure the LiveMessage Console for Agents 21
Automatically Link Salesforce Records to Text Sessions 21
Open New Salesforce Records as Subtabs 22
Specify Alert Time 22
Include Country Codes in Auto-Populated Phone Numbers 22
Set LiveMessage Transcript Options 22
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Reporting 23
View LiveMessage Reports 23
View the Live Message Dashboard 24
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Audience
The LiveMessage User Guide is intended for Salesforce support agents, support managers, and system
administrators who are using LiveMessage.
The LiveMessage for Agents section explains how to use LiveMessage to respond to customer inquiries.
The LiveMessage for Managers section explains how to customize LiveMessage for your agents and how
to view reports on LiveMessage activity.
Resources
For more information about LiveMessage and to access LiveMessage product documentation, see
[Link]
Glossary
The following terms are used throughout the LiveMessage User Guide and within the LiveMessage app.
Term Definition
Short Message Service (SMS) A text message exchange between two parties.
Multimedia Message Services (MMS) A picture message exchange that is available only in the
United States. MMS isn’t available for short code
numbers, campaign messaging, toll-free messaging,
automated messaging, and international messaging.
See the knowledge article for more information about
supported file types and file sizes:
[Link]
P2P-MMS-Limitations&language=en_US&type=1
Long-Code Number A typical phone number for your country. For example, in
the United States, a typical longcode phone number is +1
(123) 555-1234.
Short-Code Number A 5-digit or 6-digit phone number that is used for
messaging between one person or application and many
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people at the same time.
You can send messages only within the country in which
the short-code number originates. For example, if you
have a US short-code number, then you can only use it
to message people in the US.
Short-code numbers are only supported on SMS.
Person to Person (P2P) Messages that are exchanged between two mobile
subscribers. The messages typically are sent using a
long-code number.
Application to Person (A2P) Messages that are exchanged between an application
and mobile subscribers. The messages are typically sent
using an 800-number or toll-free number or a short-code
number.
Over-the-Top Messaging (OTT) Instant messaging service that is provided by a
third-party, such as Facebook Messenger.
See the knowledge article for more information about
supported file types and file size:.
[Link]
P2P-MMS-Limitations&language=en_US&type=1
US/Canada Domestic Messaging (non-OTT Messages that are sent from a text-message-enabled
messaging) 800-number or toll-free number or business.
Messages only can be sent:
● US phone number to a US phone number
● Canadian phone number to a Canadian phone
number
● +1 country code to +1 country code
International Messaging (non-OTT Messages that are sent outside the US and Canada
messaging) require a new mobile number that is provisioned for the
specific country.
Only in-country messaging is supported. For example, a
German phone number can message only another
German phone number. The German number can’t be
used to message, say, French phone number.
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LIVEMESSAGE FOR AGENTS
Getting Started with LiveMessage
Get familiar with the LiveMessage home screen and customize it to your needs.
Open the LiveMessage App
Access the LiveMessage console via the [Link] app menu in the top right corner of your browser.
1. Log in to Salesforce.
2. Open the [Link] app menu, and select LiveMessage. The LiveMessage home page opens.
Tip: If you don’t see LiveMessage in the app menu, ask your systems administrator to give you
access.
Set Your LiveMessage Status to Receive Message Notifications
An agent’s LiveMessage status indicates whether the agent is available to receive and respond to
messages. To receive messages, agents must set their LiveMessage status to Available. When agents are
off duty, they can set their status to Offline.
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1. In the LiveMessage notification bar, select Available from the status menu.
Enable Web Browser Notifications for Inbound Messages
Web browser notifications display alerts that are shown outside of the browser when an agent receives
messages.
Browser notification are supported only on the following browsers:
● Internet Explorer 9+ when using Windows 7 or later. Notifications are visible only when the Pinned
site window is running. When the Pinned site window is closed, the icon isn’t available on the
taskbar button. The taskbar buttons must use their default large icon mode. Small taskbar icons
don’t support icon overlays.
● Mozilla Firefox (latest version)
● Google Chrome (latest version)
1. In the LiveMessage notification bar, select Enable Notifications.
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View the LiveMessage Notification Bar
The LiveMessage notification bar is displayed in the lower right corner of the LiveMessage home screen. It
shows an alert when you have a new message.
LiveMessage Agent Message Queue
The Agent Message Queue shows incoming text messages and Facebook Messenger messages. Agents
can hover over the message to see a preview of the message.
Text messages in the queue show the sending phone number (the number that the message was sent
from), the receiving phone number (the number that the message was sent to), and how long the message
has been in the queue.
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Facebook Messenger messages in the queue show the first and last name of the Facebook user who sent
the message, the name of the Facebook page that the message was sent to, and how long the message
has been in the queue.
Expand or Collapse the Agent Message Queue
Click the notification bar to expand or collapse the LiveMessage Agent Message Queue.
Preview Messages in the Agent Message Queue
Agents can hover over the message to see a preview of the message.
Resize the Message Session Pane in Your Browser
After accepting a message, agents can resize the text session pane to make it bigger or smaller by
selecting and dragging the divider. Double click the divider to close the LiveMessage session pane.
Double click the leftmost border to reopen the LiveMessage session pane.
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Correspond with Customers in LiveMessage
After agents are familiarized with the LiveMessage home screen, they’re ready to use LiveMessage to send
and receive messages from customers and to resolve customer issues.
Accept a LiveMessage Session
Agents can click Accept to start a LiveMessage session. Agents can participate in multiple LiveMessage
sessions at the same time.
Nested tabs might open depending on the configuration of the receiving phone number and channel. The
agent can select the respective tab to create an account, contact, case, lead, or opportunity.
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Note: When an agent creates a Salesforce record such as an account, contact, case, lead, or
opportunity during a LiveMessage session, the LiveMessage session is linked to the record. See
also Link to a Case, Contact, Lead, or Opportunity.
Respond to a Message
Agents can read and respond to messages in an active LiveMessage session. To respond to a message,
click the text input field in the session, write your response, and click Send.
Sent messages are shown in the message pane along with the agent’s name. The agent’s name appears in
blue. The recipient’s phone number (or name, if available) appears in green.
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As the agent writes his or her response, the character counter shows the number of characters in the
response. Text messages are limited to a maximum of 160 characters, due to the telecommunications
industry standards. However, an agent can enter up to 480 characters in the text input field, and
LiveMessage will split this text into two messages of 160 characters each.
Note: Although LiveMessage operates according to telecommunications industry standards,
telecommunication carriers don’t guarantee that messages are received in the order in which they
are sent.
Facebook Messenger messages are limited to a maximum of 320 characters. Only one message can be
sent at a time.
Insert Quick Text into a Message
If QuickText is enabled and set up in your org, then agents can insert predefined text snippets into a
LiveMessage conversation.
1. Click the QuickText record that you want to insert. The QuickText is inserted into the conversation
at the cursor.
Send an Image in a Message
Agents can send images in a LiveMessage session. Images can be sent in text messages and in Facebook
Messenger messages.
Only .jpg, .gif, and .png files are supported. For more information about supported file sizes, see the article
LiveMessage P2P MMS Limitations at
[Link]
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Note: If the phone number that the agent uses to send the image isn’t enabled for MMS, then
LiveMessage sends a link to the image to the recipient.
1. In a LiveMessage session, click the Picture icon.
2. Click Attach Image. A file browser opens.
3. Select the image that you want to send, and click Open.
4. A thumbnail of the selected image is displayed in the messaging pane.
5. Click Send.
Request an Image in a Message
Agents can request customers to send images in a LiveMessage session.
Only .jpg, .gif, and .png files are supported. For more information about supported file sizes, see the article
LiveMessage P2P MMS Limitations.
1. In a LiveMessage session, click the Picture icon.
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2. Click Send a request for an image. A link to the file uploader is sent to the recipient. The recipient
can use the file uploader to select and securely send a picture to the agent.
3. When the recipient uploads an image, the image is displayed in-line in the text message pane.
Agents can enlarge the image by clicking it.
Link a LiveMessage Session to an Account, Contact, Case, Lead,
or Opportunity
Agents can link a LiveMessage session transcript to Salesforce records, such as accounts, contacts, cases,
leads, and opportunities. The agent must link the LiveMessage session to the record before ending the text
session.
1. From a live LiveMessage session, click Link.
2. Click the search icon for the appropriate Salesforce record type. For example, if you want to link to
an Account, click the search icon for Account.
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3. Select the record that you want to link the session to.
4. Click the Link icon to minimize the Link pop-up screen and return the LiveMessage session.
View Details About the Text Recipient
During inbound LiveMessage sessions, the Details tab displays a screen pop view of any linked Accounts,
Contacts, Leads, Cases, Opportunities or Custom Objects sorted by most recently accessed record.
For SMS messaging, data displayed in the screen pop table is matched on phone number. For Facebook
messaging, data displayed in the screen pop table is matched on the Facebook Messenger user’s First and
Last name. Objects linked during previous LiveMessage sessions are also displayed.
To link a current text session with an object in the screen pop, select the check box associated with
the object. Unselecting the check box unlinks the current LiveMessage session from the object.
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End a LiveMessage Session
When an agent resolves the customer issue and ends the conversation, the agent can click End
LiveMessage Session. Clicking End LiveMessage Session saves the session transcript and sends the
predefined Text Session End Message to the customer. After the agent ends the session, the agent can
close the LiveMEssage session tab.
View Past LiveMessage Sessions and Salesforce Records
Agents can quickly see past LiveMessage sessions and Salesforce records, such as accounts, contacts,
cases, and leads, from the tab menu.
For example, an agent can click LiveMessage Sessions to view a transcript of a text session. When the
agent clicks the link, the transcript of the associated text session is displayed in a new screen.
Send an SMS Text Message or a Facebook Messenger Message
from a Salesforce Record
Agents can initiate an SMS text session or a Facebook Messenger chat directly from a Salesforce account,
contact, case, or lead.
Note: Outbound text messaging is supported only on SMS and Facebook Messenger.
The agent phone number field shows the phone number that was most recently used to send a text
message to the recipient. If the recipient has not previously received a text message, then the menu shows
the last phone number that the agent has used to send a text message. The list shows all the phone
numbers that the agent has the skills to use. The agent can select any available phone number to use
before sending the message.
The recipient phone number field is automatically populated with the default mobile phone number
associated with the account, contact, case, or lead record. If the record doesn’t contain a mobile phone
number, then the phone number is used.
Before sending a text message, the agent also can manually enter any US or Canadian phone number into
the recipient phone number field.
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1. Open the account, contact, case, or lead.
2. Click Send Text Message or click Send Facebook Messenger Message. The LiveMessage session
pane opens.
3. If necessary, select a phone number to use to send the message.
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LIVEMESSAGE FOR MANAGERS
Access the LiveMessage Admin App
Use the [Link] app menu to open the LiveMessage Admin app, so you can set up phone number and
channels that your customers can use to text message your company.
1. Log in to Salesforce.
2. Open the [Link] app menu, and select LiveMessage Admin. The LiveMessage Admin home
page opens.
Assign Agents to Phone Numbers
Managers can assign users to specific phone numbers. Managers can search for agents who whose user
profiles are associated with permissions contained in the LiveMessage permission set.
The Available Users list shows users whose profiles are associated with permissions contained in the
following permission sets:
● LiveMessage Admin
● LiveMessage Manager
● LiveMessage Agent
Users who are listed in the Selected Users list receive inbound message notifications when the user’s
LiveMessage status in the LiveMessage Agent Message Queue is set to Available.
To assign a user to a phone number:
1. In the LiveMessage Admin app, select the phone number or channel that you want to configure
and click Edit.
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2. Scroll to the Assign Users section.
3. Select the user from the Available Users list.
4. Click Add to move the user to the Select Users list.
5. Click Save.
Configure How Related Salesforce Records Are
Displayed to Agents
The screen pop shows Salesforce records that are related to the incoming text message or Facebook
Messenger message. Managers can configure what information is displayed to agents in the screen pop so
that agents have more context about the customer with whom they’re communicating.
LiveMessage matches the phone number of the incoming text message with Salesforce records. If a record
includes the phone number or is linked to the phone number, then the record is displayed to the agent. If
there are multiple records of the same type that are associated with the phone number, then the most
recently modified record is displayed.
If no record type is selected, then the Details tab is displayed.
1. Specify which related records are shown when records are found:
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a. In the Available Record Types list, select the records to display to the agent.
b. Click the Add icon to move the records to the Selected Records list.
2. Specify what happens when no related records are found:
a. Select the record type to display.
b. Click Save.
Configure the LiveMessage Console for Agents
Managers can configure the LiveMessage Console so that it’s most efficient for agents given your
company’s business practices.
Automatically Link Salesforce Records to Text Sessions
LiveMessage can automatically link a text session to a Salesforce record such as an account, contact, case,
or lead, etc.
A record must include the inbound text message’s phone number, or be linked with another record that
includes the phone number, in order to automatically link it with a text session.
If there are multiple records of the same type that match the inbound text message’s phone number, then
LiveMessage will link the text session with the most recently modified record.
1. Navigate to LiveMessage Session Workspace Options.
2. In the Available Record Types list, select the records to display to the agent.
3. Click the Add icon to move the records to the Selected Records list.
4. Click Save.
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Open New Salesforce Records as Subtabs
When an agent accepts an inbound text session, LiveMessage automatically opens specified records as
subtabs so that the agent can quickly create a record. For example, the New Account subtab opens, so the
agent can use information from the text conversation with the customer to create an account for the
customer.
Record types that are specified in the Screen Pop Option settings override these settings.
In general, it’s best to select record types that are used in your customer contact center.
1. Navigate to LiveMessage Session Workspace Options.
2. In the New Tabs list, select which record types to open.
3. Click Save.
Specify Alert Time
Specify how the number of seconds that pass before the text session tab alerts the agent of the inbound
text message.
1. Navigate to LiveMessage Session Workspace Options.
2. In the Critical Alert Time (seconds) field, enter the number of seconds as an integer.
3. Click Save.
Include Country Codes in Auto-Populated Phone Numbers
Specify whether to include the country codes for the United States and Canada (+1) in auto-populated
phone numbers in the new record tabs.
1. Navigate to LiveMessage Session Workspace Options.
2. Select the C ountry Codes checkbox.
3. Click Save.
Set LiveMessage Transcript Options
When an agent ends a text session, LiveMessage can automatically create a Task activity record or an
Event activity record and link it to the text transcript. Managers can specify which type of record is created.
1. Navigate to LiveMessage Transcript Options.
2. Select the activity records types to create. You can select Task or Event, or both.
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3. Click Save.
Reporting
View LiveMessage Reports
LiveMessage provides several pre-defined reports to make it easier for managers to see key data about
real-time usage and historical usage trends. LiveMessage reports are available as standalone reports and
as part of the LiveMessage dashboard.
LiveMessage includes the following reports:
● Active Text Sessions
● Average Handle Time/Day
● Average Handle Time/Day by Agent
● New Text Sessions
● Text Sessions/Day by Agent
● Text Sessions/Day by LiveMessage Number
● Text Sessions by Hour (EST)
● Total Handle Time/Day
● Total Handle Time/Day by Agent
To view reports, follow these steps:
1. Navigate to a Salesforce app, such as Sales, that includes the Reports tab.
2. Click the Reports tab.
3. In the All Folders list, select LiveMessage Reports.
4. Select the report that you want to view.
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Note: The Sales app includes the Reports tab by default. If you don’t have access to the Reports tab
in any Salesforce app, contact your Salesforce administrator for access.
If you don’t see LiveMessage Reports (Installed Package: LiveMessage for Salesforce) in the All
Folders list in the Reports tab, contact your Salesforce administrator.
View the Live Message Dashboard
The LiveMessage Dashboard shows several reports at the same time, so you can quickly see agent activity
and LiveMessage usage in real time.
1. Navigate to a Salesforce app, such as Sales, that includes the Dashboards tab.
2. Click the Dashboard tab.
3. In the All Folders list, select LiveMessage Dashboard.
4. Click LiveMessage Dashboard. The dashboard opens, showing a visual representation of the data
contained in the reports.
Note: The Sales app includes the Reports tab by default. If you don’t have access to the Reports tab
in any Salesforce app, contact your Salesforce administrator for access.
If you don’t see LiveMessage Dashboards (Installed Package: LiveMessage for Salesforce) in the
All Folders list in the Dashboards tab, contact your Salesforce administrator.
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