Set up digital experience with messaging in Salesforce Service Cloud

Digital experience in Salesforce allows you to create a seamless customer interaction platform through various channels, including in-app and web messaging. Follow these steps to enable digital experience and set up messaging channels for customer engagement:

Enable digital experience

1. On the Setup Home page, search for Digital Experience in the Quick Find box and select Settings under Digital Experiences. The General Settings page opens. 
2. Select the Enable Experience Workspaces option.
3. Click Save.

Add Messaging channel

1. On the Setup Home page, search for Messaging in the Quick Find box and select Messaging Settings.
2. To create a new channel, click New Channel.
3. Click Start to get started.
4. Select Messaging for In-App and Web and click Next.
5. Enter a name for the Messaging channel and click Save.
6. Select Omni-Queue as the Routing Type. Select the queue created to route a Salesforce messaging through Genesys Cloud.
7. Click Save.

Set up embedded service deployment

1. On the Setup Home page, search for Embedded Service in the Quick Find box and select Embedded Service Deployments.
2. To create a new deployment, click New Deployment.
3. Select Messaging for In-App and Web and click Next.
4. Choose Web for the deployment type and click Next.
5. Configure the deployment:
   • Enter a name for the deployment.
   • Set the Domain as *.sites.com.
   • Select the Messaging Channel created for the deployment.
6. Click Save.
7. Complete the details and click Publish.

Test the deployment

After you publish the deployment, the Test Messaging option becomes active and you can test the deployment. Click the Test Messaging in the tile and check if a new webpage opens with the chat icon. This pop-up of the chat icon indicates that the Messaging channel is functioning properly.

For more information, see Messaging for In-App and Set Up Messaging for In-App and Web in the Salesforce documentation.