Digital Engagement, Voice and the Service Console

Service CloudDigital Engagement, Voice and the Service ConsoleThe channels customers use today and the workspace agents use to serve them: Enhanced Chat (formerly Messaging for In-App and Web) and Embedded Service deployments, pre-chat and hidden pre-chat fields, enhanced messaging channels, MessagingSession, Agentforce Service Agent in messaging, Salesforce Voice (formerly Service Cloud Voice), and the Lightning Service Console with the Workspace API, macros, quick text, Actions & Recommendations and AI assistance.Intermediate · about 85 minutesWhat you will learn

Explain the messaging architecture: channels, Embedded Service deployments, MessagingSession, MessagingEndUser and Omni-Channel flows

Deploy Enhanced Chat on a website and pass hidden pre-chat data into routing

Describe the enhanced messaging channels and the retirement of legacy Chat and standard channels

Connect an Agentforce Service Agent to a messaging channel with escalation to humans

Explain Salesforce Voice options and the VoiceCall data model

Build console-aware LWCs with the Workspace API and use macros, quick text and Actions & Recommendations

Contents

The messaging landscape in 2026

Messaging architecture

Deploying Enhanced Chat on a website

AI agents in messaging

Salesforce Voice

The Lightning Service Console

Agent productivity tools

Worked example: a VIP-aware web messaging experience

Best practices

Common pitfalls

Hands-on exercises

Key takeaways