About messages in the PureCloud embedded clients


Note: This article applies to PureCloud Embeddable Framework, PureCloud for Chrome, PureCloud for Firefox, PureCloud for Salesforce, and PureCloud for Zendesk.

A feature described on this page is coming soon. For more information, see the release notes for PureCloud Embeddable Framework, PureCloud for Chrome, PureCloud for Firefox, PureCloud for Salesforce, and PureCloud for Zendesk.

PureCloud can route inbound Facebook, LINE, SMS, Twitter, and WhatsApp interactions and send outbound SMS messages. 

The following content applies to PureCloud for Chrome and PureCloud for Firefox.

Inbound messages (agents)

PureCloud routes message interactions to a queue. Agents pick up message interactions in the client like any other interaction.


Outbound SMS messages (agents)

Agents can send SMS messages on behalf of a queue.


Outbound SMS messages (administrators)

Administrators can configure the country code used on outbound SMS messages.


Screen pop (administrators)

Administrators can customize the screen pop behavior of message interactions with Architect flows. 


Additional resources

For more information about the integrations, see the main landing page.

Inbound messages (agents)

PureCloud routes message interactions to a queue. Agents pick up message interactions in the client like any other interaction.


Outbound SMS messages (agents)

Agents can send SMS messages on behalf of a queue.


Outbound SMS messages (administrators)

Administrators can configure the country code used on outbound SMS messages.


Interaction attributes (administrators)

Administrators can customize how interaction details appear on interactions in the client. Administrators can also add interaction attributes to call logs.


Additional resources

For more information about the integrations, see the main landing page.

Inbound messages (agents)

PureCloud routes message interactions to a queue. Agents pick up message interactions in the client like any other interaction.


Outbound SMS messages (agents)

Agents can send SMS messages on behalf of a queue.


Outbound SMS messages (administrators)

Administrators can configure the country code used on outbound SMS messages.


Interaction attributes (administrators)

Administrators can customize how interaction details appear on the interactions in the client. Administrators can also synchronize interaction attributes to Salesforce activity records. Limitations exist with Lightning Experience.


Screen pop (administrators)

Administrators can customize the screen pop behavior of message interactions with Architect flows. 


Additional resources

For more information about the integration, see the main landing page.

Inbound messages (agents)

PureCloud routes message interactions to a queue. Agents pick up message interactions in the client like any other interaction.


Outbound SMS messages (agents)

Agents can send SMS messages on behalf of a queue.


Outbound SMS messages (administrators)

Administrators can configure the country code used on outbound SMS messages.


Interaction attributes (administrators)

Administrators can map interaction attributes to Zendesk ticket fields. 


Screen pop (administrators)

Administrators can customize the screen pop behavior of message interactions with Architect flows. 


Additional resources

For more information about the integration, see the main landing page.