Salesforce LiveMessage Review

Salesforce LiveMessage
Our score: 8.9 User satisfaction: 100%

What is Salesforce LiveMessage?

Salesforce LiveMessage is a mobile messaging solution to provide personalized conversational service to your customers with the use of bots or agents. Customers can use their preferred messaging app—such as SMS or Facebook Messenger—to contact your agents when they are out and about. Having this channel in your customer support system empowers a two-way conversation between your company and your customers to improve customer satisfaction while driving agent productivity and ROI.

LiveMessage gives your agents a 360-degree view of your customers in a single platform, the Service Console, to give them the right information they need in solving cases and answering inquiries. Furthermore, agents can be more productive as they can handle multiple text conversions compared to a phone call where agents can only accommodate one customer at a time.

Salesforce LiveMessage is equipped with a robust set of mobile messaging features such as two-text messaging channel, outbound text messages, automated conversation history, sync and log text with leads, bulk SMS text messaging campaigns, and complete SMS text solution. Salesforce LiveMessage is part of the Salesforce Service Cloud suite which you can include as an add-on on its Lightning Enterprise and Lightning Unlimited Editions.

Overview of Salesforce LiveMessage Benefits

Salesforce LiveMessage is a mobile messaging solution you can include for your digital support channels. It offers numerous solutions such as:

Two-Way Conversational Messaging

LiveMessage supports text messaging (SMS) and Facebook Messenger message types. This enables customers to reach out to your business while they’re on the go using the messaging app they prefer. You can send outbound message notifications to customers which can be transformed into in-line conversations and push conversations to the right agent at the right time using Service Cloud omnichannel routing.

Improve Agent Productivity With 360-Degree Customer View

Agents have a 360-degree customer view across any channel and back-end system to give them the right context in resolving issues efficiently and accurately. For instance, agents can access relevant customer information, cross-channel interactions, and purchase history through automated customer matching and screen pop capabilities. The Service Cloud Agent Console allows agents to handle text messages in a unified desktop. They can also handle multiple, simultaneous messages with ease.

Decrease Operational Costs

Companies can reduce their operational costs by freeing up agents to handle more cases at once while ensuring efficiency. Furthermore, you can set up automated and interactive messaging responses using the process builder feature. You can use this to collect your frequently asked questions and curate simple data prior to agent transfer to expedite and optimize the process.

Quick Set Up Processes

LiveMessage is quick to implement compared to other service channels. You can set up the mobile messaging solution in your contact center in just a few hours. Once it’s ready, it only takes a few days to start messaging your customers.

Overview of Salesforce LiveMessage Features

  • Landline Texting to Existing Office, 800 Numbers for the US, New Numbers for Non-US Locations
  • Facebook Messenger Integration
  • SMS Texting
  • Custom Workflows
  • Two-Way Text Messaging Channel
  • Standard SMS Text Messages
  • Sync and Log Text Chat with Leads, Person Accounts, Contacts
  • Bulk SMS Text Messaging Campaigns
  • Lead Nurturing
  • Outbound Text Messages
  • Appointment Reminders
  • Notifications
  • Interactive Message Response (IMR)
  • Text-to-Case
  • Omnichannel Integration
  • Smart Routing
  • Customer Feedback and Analytics
  • Multiple, Simultaneous Chat Sessions
  • Picture Messaging/MMS
  • Conversation History
  • Complete SMS Text Solution
  • Business-Class Text Platform
  • Click-to-Text Feature on Website

What Problems Will Salesforce LiveMessage Solve?

Problem #1: High costs of voice service calls

Solution: Salesforce LiveMessage reduces operational costs for customer support in businesses. Text messaging costs only a quarter of the cost of voice channels decreasing your expenses by up to 75%. Another way to look at how mobile messaging can lower your costs is through your agent’s productivity. Using LiveMessage enables your sales rep to handle multiple text conversations at the same time to boost your productivity and savings. Their time is spent more efficiently and you don’t have to increase their headcount if the support volume rises.

Problem #2: Inconvenient for customers to reach your company when on the go

Solution: Salesforce LiveMessage empowers two-way conversational messaging. This way, your customers can easily reach you even when they are on-the-go without being tied to the web browser. Being able to choose the messaging app they prefer—whether through SMS or Facebook Messenger—increase customer satisfaction. Additionally, you can avoid making customers wait as it provides a “no hold” agent support approach.

Problem #3: Limited information for agents

Solution: Salesforce LiveMessage ensures your agents have instant access they need to properly respond to customers. Agents can easily answer in-context with the user’s concerns or questions through a conversational mobile messaging experience through a single location, the Lightning Console. This streamlines sending mobile messages while incorporating personalization to improve the quality of your customer service.

Salesforce LiveMessage Position In Our Categories

Because businesses have unique business requirements, it is wise that they avoid adopting an all-encompassing, ideal business application. Needless to say, it is troublesome to try to find such a software system even among popular software solutions. The better thing to do would be to list the several significant aspects that need consideration like major features, price terms, technical skill levels of the employees, company size, etc. The second step is, you must conduct the research to a full extent. Go over some Salesforce LiveMessage evaluations and explore the other solutions in your shortlist more closely. Such comprehensive research guarantee you steer clear of poorly fit apps and pay for the system which has all the benefits your company requires.

Position of Salesforce LiveMessage in our main categories:

TOP 50

Salesforce LiveMessage is one of the top 50 Customer Support Software products

If you are considering Salesforce LiveMessage it may also be sensible to analyze other subcategories of Customer Support Software collected in our database of B2B software reviews.

Each organization has different needs and needs a system that can be personalized for their size, kind of staff members and clients, and the particular industry they are in. For these reasons, no software can provide perfect features out-of-the-box. When you try to find a software product, first be sure what you need it for. Read some Salesforce LiveMessage Customer Support Software reviews and ask yourself do you desire basic tools or do you require complex tools? Are there any industry-specific functionalities that you are seeking? Find the answers to these questions to help your search. There are lots of aspects that you need to mull over and these include your finances, specific business wants, your organization size, integration needs etc. Take your time, try out a few free trials, and finally choose the system that provides all that you need to boost your firm efficiency and productivity.

How Much Does Salesforce LiveMessage Cost?

Salesforce LiveMessage Pricing Plans:

Free Trial

Salesforce LiveMessage

Starts at $75/user/month

Lightning Enterprise add-on


Lightning Unlimited add-on


Pricing of Salesforce LiveMessage starts at $75/user/month. It is part of the Salesforce Service Cloud suite as an add-on for the Lightning Enterprise ($150/user/month) and Lightning Unlimited ($300/user/month) Editions. For accurate pricing information for your business, contact the vendor for a quote.

User Satisfaction

Positive Social Media Mentions 3
Negative Social Media Mentions 0

We realize that when you make a decision to buy Customer Support Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Salesforce LiveMessage reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Salesforce LiveMessage. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.


Technical details

Devices Supported

  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based


  • Cloud Hosted

Language Support

  • English
  • Chinese
  • Spanish
  • French
  • Italian
  • Dutch
  • Portugese
  • Swedish

Pricing Model

  • Monthly payment
  • Quote-based

Customer Types

  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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What are Salesforce LiveMessage pricing details?

Salesforce LiveMessage Pricing Plans:

Free Trial

Salesforce LiveMessage

Starts at $75/user/month

Lightning Enterprise add-on


Lightning Unlimited add-on


Pricing of Salesforce LiveMessage starts at $75/user/month. It is part of the Salesforce Service Cloud suite as an add-on for the Lightning Enterprise ($150/user/month) and Lightning Unlimited ($300/user/month) Editions. For accurate pricing information for your business, contact the vendor for a quote.

What integrations are available for Salesforce LiveMessage?

Salesforce LiveMessage integrates with the following:

  • SMS texting (custom workflow via Lightning Process Builder)
  • Facebook Messenger
  • Salesforce Service Cloud (Console required)
  • Salesforce Sales Cloud (Console required)

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Reviewed By Nestor Gilbert
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