Messaging and voice channel options compared
Which conversational channel meets which business goal: Enhanced Chat (formerly Messaging for In-App and Web) versus retired legacy Chat, Enhanced Chat v2 for agentic use, WhatsApp, SMS, Messenger, Apple Messages and Partner Messaging, and the four voice telephony models including Agentforce Contact Center Voice.
Given a set of business goals, discuss the use cases and functionality for proposed interaction channels.
~7 min read · 10 practice questions ·
What the exam expects
- Recommend Enhanced Chat (formerly Messaging for In-App and Web) over legacy Chat when customers must pause and resume a conversation across tabs and devices.
- Explain the legacy Chat retirement and how to plan a migration.
- Know when Enhanced Chat v2 is the answer (agentic, multimodal web chat).
- Match WhatsApp, SMS, Facebook Messenger, Apple Messages for Business, LINE and Partner Messaging to where customers already are.
- Choose a voice telephony model from the customer's provider, setup appetite and billing preference.
- Build a channel mix where an AI agent answers routine requests and Omni-Channel Flow hands the rest to reps.
Key terms: Enhanced Chat (asynchronous, persistent web and in-app messaging); legacy Chat (LiveAgent, Salesforce Chat, Embedded Chat, Service Chat); Partner Messaging (formerly Bring Your Own Channel for Messaging); Partner Contact Center (formerly Service Cloud Voice, voice with a third-party provider); Agentforce Contact Center Voice (Salesforce's own telephony).
Key facts
- Detail
- Messaging for In-App and Web became Enhanced Chat from June 2025
- Detail
- February 14, 2026; provided as-is with no SLA
- Detail
- Standard bots only; no AI agents
- Detail
- Chat Transition Readiness Report (managed package)
- Detail
- Web only, optional upgrade, agentic and multimodal
- Detail
- Formerly Bring Your Own Channel for Messaging
- Detail
- Not on Enhanced Web Chat; yes on WhatsApp and SMS
- Detail
- Managed package integration, separate bills
- Detail
- Salesforce Go setup, single bill, voice AI agents
Sources for this section (7)
- Replace Legacy Chathelp.salesforce.com (opens in a new tab)
- Chat End of Supporthelp.salesforce.com (opens in a new tab)
- Assess Your Readinesshelp.salesforce.com (opens in a new tab)
- What's Enhanced Chat v2?help.salesforce.com (opens in a new tab)
- Partner Messaginghelp.salesforce.com (opens in a new tab)
- Compare Messaging Channel Capabilitieshelp.salesforce.com (opens in a new tab)
- Choose Your Voice Telephony Modelhelp.salesforce.com (opens in a new tab)
- Why can't an Agentforce Service agent be added to a legacy Chat deployment?
- When is Partner Contact Center Voice the right telephony model?
- Which channel connects a company's in-house messaging platform to the Service Console?
- When would you recommend Enhanced Chat v2 over v1?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
Keep reading with the Agentforce Service Consultant pack
- Core concepts
- Exam traps
- Worked scenario
The pack includes:
- All 21 lessons of the Agentforce Service Consultant guide, with reading progress
- Interactive decision walks and step-by-step sequence steppers
- Inline practice questions and one-click topic practice (10 questions for this lesson)
- An official source cited for every claim
- An AI tutor that answers from the guide
- Unlimited timed practice exams