How Support Chat works

Sendbird Support Chat empowers your customer service by integrating Sendbird Chat with the existing third-party customer relationship management (CRM) platforms. With tools like Salesforce Connector, Sendbird Support Chat helps you leverage the same powerful chat experience while accessing all the data and tools you need for customer service by channeling Sendbird Chat's chat features onto the CRM platforms. When a user creates an event on your client app built with Sendbird Chat SDK, the application server can subscribe to the event and send a request to the Sendbird server to create a group channel for a chat. This channel will be connected to a ticket or issue created on the CRM service and serve as a space for the user and your agent to engage in real-time. Meanwhile, the application server also sends a request for the new ticket to the CRM services and links the group channel data to the ticket. Once the ticket is created, an agent will be assigned to it according to their assignment routing system and the assignee automatically joins the group channel to provide service to the user. Support Chat now provides Salesforce Connector to help you integrate Salesforce Service Cloud and Salesforce Einstein Bots, an AI chatbot that can assist human agents and thus boost service efficiency, with Sendbird Chat.