Live Chat
Embed Webchat on any webpage to engage visitors, deliver instant support, and generate more leads. Keep conversations connected to Salesforce with automatic message logging, no middleware, and no separate dashboards.
A chat icon sits on your website — bottom right, or wherever you position it. A visitor clicks it, fills in their name and email, and starts typing. That single action opens a live chat conversation in the agent's Salesforce inbox instantly. The agent reads and replies from inside CRM; the visitor sees the response in the chat widget in real time. No phone call, no email thread, no app to download on either side.
Visitor experience is browser-based
A visitor clicks the chat icon, fills in their name and email, and starts typing. No app installation and no account creation required.
Agent experience is fully inside Salesforce
That single click opens a live chat conversation in the agent's Salesforce inbox instantly. The agent reads and replies from inside CRM.
The moment a visitor submits the chat form, an incoming trigger fires in Salesforce. This event is compatible with Salesforce Flow — any automation already running on inbound SMS (lead assignment, queue routing, notifications) applies to webchat without separate configuration. Trigger data includes the visitor's name, email, and first message.
Each message in a webchat conversation — incoming and outgoing — creates its own SMS History record in Salesforce. Channel is labeled "WebChat" on every entry. Access the full record from the conversation view by clicking the "i" icon on any message, or navigate directly to the linked record page for complete details including message text, direction, and timestamp.
Enable "Create Object and Link Incoming SMS" in SMS Setup → General Settings to activate automatic record creation. When a visitor starts a chat, their name and email are written to SMS History as "End User Name" and "End User Email" — two dedicated fields that can be updated via Salesforce automation during the lead follow-up process. The object to link to (Account and Contact, or Lead) is configurable.
Every AI capability runs inside Salesforce — no external platform, no separate configuration. Live chat conversations are handled and summarized automatically, so agents spend time resolving issues rather than reading thread histories.
The 360 SMS LLM chatbot understands visitor messages, qualifies leads, answers questions, and escalates conversations with full context, automatically logging everything to Salesforce without agent intervention.
AI analyzes webchat sentiment and intent, generating Salesforce summaries that give agents essential context before responding, especially during high-volume periods.
AI suggests relevant & contextual replies, helping agents respond faster, maintain consistent communication, and personalize one-to-one customer conversations directly within Salesforce.
Add Salesforce Webchat to your messaging stack in minutes — no middleware, no developer.
Native AppExchange install · No developer · No middleware · Auto record linking · 24/7 onboarding included
Same 360 SMS app, same inbox, same features. Add live chat alongside every other channel without starting from scratch.
Explore all channels| Feature | SMS | Webchat | |
|---|---|---|---|
| Website Embed | — | — | ✓ |
| No App Required (Visitor) | — | ✗ | ✓ |
| Real-Time Delivery | ✓ | ✓ | ✓ |
| Auto Record Linking | ✓ | ✓ | ✓ |
| SMS History Logging | ✓ | ✓ | ✓ |
| Salesforce Flow Compatible | ✓ | ✓ | ✓ |
| AI Chatbot Support | ✓ | ✓ | ✓ |
| Incoming Trigger | ✓ | ✓ | ✓ |
Capture loan, insurance, and advisory inquiries from your website before visitors leave the page. Every chat is routed to the right agent in Salesforce and can trigger automated follow-up sequences — turning a browsing session into a qualified pipeline entry.
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Patients can ask questions, request callbacks, or confirm appointments directly from your website without downloading an app or calling a hotline. Responses are handled by agents inside Salesforce, keeping all communication within your existing CRM workflow.
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Property listing pages can generate buyer and renter inquiries in real time. Webchat conversations are auto-linked to Contact or Lead records in Salesforce — agents follow up with the visitor's full context from the first message, not a cold re-introduction.
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Handle product questions, order updates, and return requests from your store website in real time. Every webchat exchange is visible on the customer's Salesforce record alongside their purchase history and previous interactions.
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Admissions and enrollment teams can respond to prospective student inquiries from program pages the moment they arrive. Webchat conversations are auto-logged in Salesforce and can trigger assignment to the right advisor without manual routing.
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Route inbound product, trial, and demo inquiries from your website directly into Salesforce. Webchat fits into existing lead management flows without additional configuration — new visitors become records the moment they start a chat.
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Engage donors, volunteers, and beneficiaries through your website without requiring them to call or email. Every chat is logged in Salesforce and linked to the right Contact or Account record, giving your team a complete engagement history.
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Capture RFP and consultation inquiries from your services pages as they happen. Account managers see the visitor's name, email, and initial message in Salesforce immediately — without waiting for a form submission to be processed manually.
ExploreSet Up Salesforce Live Chat Integration Today — No Middleware Required
Give your team a live chat channel from your website with 360 SMS — without extra tools, extra training, or extra complexity.
Salesforce live chat integration with 360 SMS is a Webchat widget you embed on your website that routes all visitor conversations directly into the 360 SMS inbox inside Salesforce. Agents read and reply from CRM — the visitor sees responses in the widget on your site. No third-party live chat platform is needed.
No. Visitors chat through the embedded widget in their browser. They enter their name and email to start the conversation — no app download, no account creation, no plugin required.
When a visitor submits the chat form, an event fires in Salesforce immediately. The trigger is compatible with Salesforce Flow, so any automation you have built for inbound SMS — assignment rules, alerts, campaign enrollment — applies to webchat without extra setup.
Every message — sent and received — creates its own SMS History record in Salesforce. Each record stores the message text, direction, channel (labeled "WebChat"), and timestamp. Access records from the "i" icon in the conversation view or from the linked Salesforce record page.
Enable "Create Object and Link Incoming SMS" in SMS Setup → General Settings. From that point, every new visitor (unique phone number) creates a Lead, Contact, or Account record automatically. The object type is configurable. Repeat visitors with the same phone number gets linked to their existing record.
Yes. Name and email are collected by default and written to SMS History. You can create additional fields in the SMS Setup object and deploy them on the org to capture any other information your team needs at the start of each conversation.
Yes. The incoming webchat trigger is compatible with Salesforce Flow. Teams that already use Flow for SMS automation — lead routing, queue assignment, notification sequences — can apply those same flows to webchat conversations without building separate logic.
360 SMS supports 15+ channels — SMS, MMS, WhatsApp, RCS, Webchat, Facebook Messenger, Instagram, Telegram, Line, WeChat, Email, Voice, and more — all inside one app, one inbox, and one Salesforce installation.
Whether you need a 360 SMS demo, a pricing quote, or help with Webchat setup in Salesforce, our team is available 24x7 across the US, UK, AU, and IN.
Whether you need a 360 SMS demo, a pricing quote, or help with setup in Salesforce, our team is available 24x7 across the US, UK, AU, and IN.
We'll connect you with the right specialist.
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